Accommodations on the Airbnb platform should meet minimum quality standards regarding safety, access, and cleanliness, and they should be consistent with the description provided by the Host. If a Guest who books and pays for an accommodation suffers a 'Travel Issue' because the Accommodation does not meet Airbnb standards, the guest may be eligible for a refund in accordance with the Guest Refund Policy.
Airbnb will (at our discretion) either provide the Guest with a refund or use reasonable efforts to find and book the Guest at another comparable Accommodation for any unused nights left in your reservation. The amount of any refund will depend on the nature of the Travel Issue suffered.
A valid 'Travel Issue' generally falls into three categories, (1) the host cancels a reservation 24 hours or less before the scheduled start of the reservation, or fails to provide the Guest with the reasonable ability to access the Accommodation, (2) the description of the Accommodation in the listing on the Site is materially different from the actual Accommodation (such as the Accommodation’s size, special amenities or location), or (3) the Accommodation is not generally clean or as described.
To submit a valid claim for a refund, a Guest is required (a) to bring the Travel Issue to our attention within 24 hours after the start of your reservation (including photographs or other evidence) and respond to our requests for information or cooperation, (b) not have directly or indirectly caused the Travel Issue and (c) to have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.
Click here for the full Terms and Conditions of the Guest Refund Policy and Host Reimbursement, including what are the minimum quality standards for Accommodations or what qualifies for a travel issue. If you still have questions regarding the policy, please contact us.