How do I use the Resolutions Tool?
The Resolutions Tool allows you to (1) offer money to or (2) request money from your guest or host. Send a request using the Resolutions Tool here: www.airbnb.com/resolutions/new
Step 1: Select the appropriate reservation from the drop-down menu. Enter the desired amount and currency, as well as a message to your guest or host. If the reservation you are looking for is not included in the drop-down menu, that means it is more than 30 days old and not eligible for a Resolutions Tool request.
Step 2: Once you fill out all of the fields and click the green Send Message button, you will have officially submitted your request. Your guest or host will be notified of your request automatically through the Airbnb system. Then you can continue to message in the Resolutions Tool, which you can access by following the link sent to you via email. You need to message there and not within your normal message thread. You can access your regular inbox using the blue box at the top of the page.
You are also able to drag and drop files (like photos or receipts) to share with your guest or host on the right-hand side of the page.
Step 3: Once you work out the details, depending on who has sent the offer, the other party must Accept, Decline, or Counteroffer.
Accept - Airbnb will be automatically notified, and we will process your agreement. You will be notified via email once we complete your request.
Decline - If your offer or request has been declined, you will receive a notification. You can choose to bring in Airbnb to mediate.
Counteroffer - You will receive a notification that your guest or host has given you a counteroffer, which means they are proposing a different amount than you proposed. Now you have the opportunity to Accept, Decline, or Counteroffer.
If you're awaiting a response to an existing Resolutions Tool request, you have the option to bring in Airbnb to mediate.
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