How do I submit a Host Guarantee payment request?
To submit a Host Guarantee payment request, read through the terms and conditions of the Host Guarantee (www.airbnb.com/terms/host_guarantee), then contact your guest to notify them of your complaint—often hosts and guests resolve issues on their own via our Resolution Center.
If you and your guest aren't able to come to an agreement, update your case in the Resolution Center accordingly. Gather as much documentation as possible to submit to Airbnb, including photos, receipts, a police report, and any other documentation that proves ownership, damage, or estimates the fair market value of items damaged.
In the very rare occasion of malicious damages or damages involving any kind of illegal activity, please also file a police report with your local authorities. We'll ask you to provide Airbnb with an official copy of the report, so please be sure to ask for a paper copy for your records.
You must submit the request either 14 days from the guests check out or before the next guest checks in, whichever is earlier. For payment requests submitted on time, well send a confirmation email and follow-up emails to discuss next steps.
Once we receive sufficient information from both the host and the guest, well review all documentation and evaluate the payment request. The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the host and guest.
- Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.