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How-to

How the Resolution Center helps you

Need to send or request money for things related to your home stay, service, or experience? No problem! Go to the Resolution Center to open a refund or payment request.

Sending or requesting money in the Resolution Center

You may need to add a payment method before sending or requesting money through the Resolution Center. 

You have up to 60 days after your reservation’s checkout date or the end of the service or experience to submit a Resolution Center request.

What you can use the Resolution Center for

Refunds

  • Refunds agreed upon by both host and guests
  • Requests from guests for refunds

Optional fees

For example:

  • Host offering paid transportation service to their home, business, or experience location 
  • Guest access to elected amenities or upgrades

Security deposits

  • Security deposits can only be charged by select software-connected hosts and must be properly disclosed in the appropriate fee field, so that it is disclosed to guests at checkout.

What the Resolution Center can’t be used for

Reservation alteration

You can’t use the Resolution Center to collect payment for additional costs or provide refunds for modifications to nights, guest count, or pet count. You must use Change reservation for reservation alterations.

Mandatory fees and security deposits

All mandatory fees must be disclosed in the appropriate fee field or in the nightly price if there is no applicable fee field. Including these fees in the listing description at the time of booking is insufficient. Limited exceptions exist:

  • Select software-connected hosts may collect payment for disclosed mandatory fees and security deposits separately in the Resolution Center. These mandatory fees include:
    • Utilities (water, heat, electricity, air conditioning)
    • Resort fees
    • Linen fees
    • Management fees
    • HOA fees
    • Cleaning fees
    • Security deposits

In locations where Airbnb does not collect taxes or where hosts are legally required to collect them directly from guests, hosts must disclose taxes in the listing description.

Hotel stays

The Resolution Center may not be available for use with some hotel stays. Hotels may also collect payment off of the Airbnb platform for optional fees (ex: parking) where it is in the course of normal business practices.

Where to find your Resolution Center requests

If a host or guest requests money for extra services or a refund, you’ll find their request in your email associated with your Airbnb account or in the Resolution Center.

If a host and guest can't reach an agreement

Every now and then, hosts and guests aren’t able to make it work. If you haven’t come to an agreement, you’ll see the option to ask Airbnb to help you mediate.

Issues must be reported to Airbnb within 72 hours of discovery to be eligible under our rebooking and refund policy for homes or our refund policy for services and experiences. From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.

Getting reimbursed for damage

Sometimes accidents happen, which is why there’s AirCover for Hosts

AirCover for Hosts is top-to-bottom protection for hosts. It includes $3 million in Host damage protection, in addition to $1 million liability insurance, guest identity verification, reservation screening and a 24-hour safety line. It’s always included and always free whenever you host.

If a guest causes damage to your place or belongings during an Airbnb stay, you can file a reimbursement request through our Resolution Centre. You’re reimbursed for certain damage caused by guests to your home and belongings if the guest does not pay for the damage. Learn about the process.

Host damage protection isn’t an insurance policy. Host damage protection and Experiences & Services liability insurance don’t cover Hosts who offer stays through Airbnb Travel, LLC or Hosts who offer Stays or Experiences in Japan – where Japan Host Insurance and Japan Experience Protection Insurance apply. For listings in Washington state, Airbnb’s contractual obligations under Host damage protection are covered by an insurance policy purchased by Airbnb. For hosts whose country of residence or establishment is outside of Australia, these Host Damage Protection Terms apply. For Hosts whose country of residence or establishment is within Australia, Host damage protection is subject to the Host Damage Protection Terms for Australian Users. Keep in mind that all coverage limits are shown in USD.

Host liability insurance and Experiences & Services liability insurance are underwritten by third-party insurers. If you’re hosting in the UK, the Host liability insurance policy and Experiences & Services liability insurance policy are underwritten by Zurich Insurance Company Ltd and are arranged and concluded at no additional cost for UK Hosts by Airbnb UK Services Limited – an appointed representative of Aon UK Limited, authorised and regulated by the Financial Conduct Authority. Aon’s FCA register number is 310451. You can check this on the Financial Services Register by visiting the FCA’s website or contacting the FCA on 0800 111 6768. The Host liability and Experiences & Services liability policies within AirCover for Hosts are regulated by the Financial Conduct Authority; the remaining products and services are not regulated products arranged by Airbnb UK Services Limited. FP.AFF.476.LC

In the EU, these policies have been arranged and concluded at no additional cost for the benefit of EU Hosts by Airbnb Marketing Services SLU, an external collaborator of Aon Iberia Correduría de Seguros y Reaseguros, SAU, which is authorised and regulated by Autoridad de Control de la Dirección General de Seguros y Fondos de Pensiones, registered by the serial number of J0170. Aon Iberia Correduría de Seguros y Reaseguros SAU is acting as intermediary for the EU, participating in the distribution of insurance in EU countries under the freedom of services regime to provide services under the Spanish Insurance Distribution Law, the Insurance Distribution Directive, and other legal or regulatory provisions. Without prejudice to the authority of the Host country where insurance distribution services are provided, the member state responsible for the supervision of Aon is the Kingdom of Spain and the Supervisory Authority, the General Directorate of Insurance and Pension Funds, at Paseo de la Castellana 44, 28046 – Madrid.

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