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What to do if the place you're staying in isn’t clean at check in

Remember that you have 72 hours to report any issue to your Host or to Airbnb from the time of discovery.

Document the issue and message your Host

Here’s how to prepare:

  • Document the issue: If possible, take photos or video to document the extent of the cleanliness issue.
  • Message your Host: Your Host is your best point of contact to reach out to if the listing isn’t clean at check-in. It’s likely that they’ll be able to help you fix the issue. You can message your Host directly to let them know what’s going on.
  • Ask for a refund: If you need to request a refund because of the issue, there's a higher chance your Host will accept your request if you can agree on an amount first. Send a request to your Host for the refund in the Resolution Center and provide the details of the issue along with the photos or video.

    Get help from Airbnb

    If your Host is unable to resolve the issue, doesn’t respond at all, declines your refund request, or you’re not sure what to do next, just let us know, click or tap Get Help from the reservation page. Someone from our team will step in to help resolve the issue.

    If we find it’s an issue that’s supported by AirCover for guests, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.

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