Do I have to refund my guests when they make a complaint?
Our Guest Refund Policy helps protect guests from last-minute host cancellations, lock-outs, and listings that are misrepresented, unsanitary, or lacking in promised amenities or items. Therefore, we may require that you give your guest a refund if you violate one or more of our Hospitality Standards. We have these standards in place to help you ensure all your guests have a pleasant experience.
The best way to avoid this type of situation is to be responsive to your guests and to Airbnb during the first 24 hours after check-in, in case your guest needs to reach you or makes a complaint. If you will not be available, make sure you provide your guest and Airbnb with an alternative point of contact before check-in via the Airbnb message thread.
The majority of the time, issues that your guest may have are quickly solved when you communicate and work things out together, so make sure to get in touch with your guest within 24 hours of check-in, before contacting us, if your guest is unhappy. In most cases, small issues are solved instantly.
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