How do I report something's wrong when I check in?

Please contact your host right away to see if they can resolve any issues you may have. Giving your host the chance to fix an issue is the best way to make sure you’re satisfied and can continue on with your reservation as planned. We find that the majority of issues are solved quickly when you reach out to your host and work things out together. They are in the best position to help you.

Always look over the details of your reservation and the listing itself to verify: the available amenities, how the room type is listed, if the host is a pet owner or has “Pets Allowed” marked in its amenities, etc. If the listing was described accurately, you may not be eligible for a refund.

However, in the event you experience a travel issue, and you and your host have not been able to resolve the issue on your own, please take the following required steps within the first 24 hours after you check in to be covered by the Guest Refund Policy:

  • Contact us to document the issue and place a hold on the host's payment.
  • Message your host on Airbnb to notify them of the issue. We will verify this in your account.
  • Take photographs of the issue. It's important that your photo shows where the issue occurred in relation to the rest of the room so we can verify what happened.

Should your host be unreachable or unresponsive, we will work on issuing you an adequate partial refund if you decide to stay or a full refund if you decide to leave, as we deem appropriate. You can see a complete explanation of coverage in our Guest Refund Policy.

Please keep in mind the policy does not apply beyond 24 hours, but we can still help you mediate with your host if you've tried reaching out with no response.

 

** In case of an emergency or you feel your personal safety is threatened, contact the local police or emergency services immediately. **

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