Even the most attentive hosts face refund requests from time to time. Guests may arrive to something unexpected, misunderstand a listing detail or simply change their plans. While it’s never fun to handle, knowing how the Airbnb refund policy works and how to respond calmly and professionally helps you stay in control and protect your earnings.
This guide explains why guests request refunds, what the Airbnb cancellation policy covers, and how you can navigate these situations with confidence as a host.
Why guests request refunds (and what Airbnb covers)
Refund requests fall into two categories: issues before the stay and issues during or after the stay.
Before the stay
Refunds before check-in depend on your chosen Airbnb cancellation policy. Flexible policies allow guests to cancel up to 24 hours before check-in, while strict policies protect a larger share of your payout by having earlier cutoffs.
During or after the stay
This is where most refund conversations begin. Common reasons include:
- Unable to access the accommodation due to a host cancelling the booking only 24 hours before check-in, or the host not advising the keys or access code for check-in.
- Cleanliness concerns, such as dirty linen, rubbish lying around, missed cleaning tasks or more extensive issues like mould or bug infestations.
- Missing amenities like non-functioning Wi-Fi, faulty appliances or no hot water.
- Inaccurate listing details, including the layout, views, or amenities not matching the description
- Noise complaints, pest sightings like bed bugs, or safety worries.
Airbnb’s Rebooking and Refund Policy covers issues that make a home uninhabitable or significantly different from what was advertised. If Airbnb confirms a “Reservation Issue,” the guest may receive a full or partial refund, and your payout may be reduced.
For Airbnb to step in, the guest must report the problem within 72 hours of discovering it. They also need to provide evidence, such as photos or videos. Airbnb weighs the severity of the issue, its impact and whether you acted quickly when notified.
As a host, you can choose to offer your own refund through Airbnb’s Resolution Centre. This is faster, gives you more control and often prevents escalations.
Step-by-step: how to respond to a refund request
Refund requests can feel personal, but a clear process helps you approach the situation with ease:
- Stay calm and read the complaint carefully: Your first message sets the tone. Avoid reacting emotionally. A measured response helps you move towards a fair outcome.
- Review your listing, photos and guest messages: Check whether the issue relates to a misunderstanding or something that may genuinely have gone wrong. Make sure your listing description, amenity list and house rules still reflect the reality of your space.
- Keep all communication on Airbnb: Reply through Airbnb messages. This protects you, ensures transparency and gives Airbnb context if they need to review the situation.
- Assess whether the request is fair: If the answer to any of these questions is yes, offering a partial refund can preserve trust and a positive review?
- Did this issue impact the guest's stay?
- Could you have fixed it earlier if the guest told you sooner?
- Does the evidence match what the guest is describing?
- If you choose to offer a refund: You can send money directly through the Resolution Centre. Hosts often offer partial refunds when the guests experienced some inconvenience but still enjoyed most of their stay. Be clear and polite in your message and avoid overexplaining. Simple language reflects confidence and professionalism.
- If you want to reject the request: Declining is acceptable when the claim is untrue, exaggerated, or beyond your control. You may also dispute a request if a guest completed their stay without reporting any issue. If you decline, you should:
- stay factual,
- share your own photos or evidence,
- outline the steps you took to help, and
- keep your tone steady and friendly.
- Wait for Airbnb to decide based on the evidence provided by both parties: Refunds typically take about 15 days.
Airbnb’s refund process: what hosts need to know
Airbnb’s decisions typically depend on four factors:
- Severity of the issue: Serious issues include no electricity, broken heating, hazardous conditions or a major difference from the listing. Minor inconveniences usually lead to smaller or no refunds.
- Strength of the evidence: Guests are asked to submit photos or videos. Hosts can do the same. The clearer your documentation, the more likely Airbnb is to find in your favour.
- How the issue affected the guest: If the guest stayed the entire time and only raised the issue after checkout, Airbnb may not issue a refund. If they had to leave within the first 24 hours, the refund may be larger.
- Your response: Fast, helpful communication goes a long way. Even when an issue is legitimate, Airbnb considers whether you acted quickly to resolve it.
Understanding these criteria helps you prepare, protect your payout and avoid unnecessary disputes.
Tips to prevent refund requests in the first place
Many refund requests can be avoided with strong preventative habits.
- Set clear and accurate expectations: Use up-to-date photos and describe your property honestly. Guests are more forgiving when they know exactly what to expect.
- Use clear house rules and pre-arrival messages: Simple reminders about noise, parking or check-in help avoid confusion. Keep your tone warm and straightforward.
- Maintain high cleaning and amenity standards: A reliable on-the-ground team makes all the difference. Clean, fully-stocked homes are less likely to receive complaints.
- Respond quickly during the stay: Most issues can be resolved with a fast message, a quick fix or a small gesture of goodwill.
What not to do (avoid these common mistakes)
These pitfalls can escalate a situation unnecessarily:
- Don’t argue emotionally. Stick to facts and keep the tone calm.
- Don’t take conversations off-platform. You lose documentation and host protection.
- Don’t delay. Silence can make Airbnb decide the case without your input.
When to escalate to Airbnb support
There are moments when involving Airbnb is the right option:
- When a guest threatens a bad review: This violates Airbnb’s review policy. You can manage retaliatory Airbnb reviews by coordinating with Airbnb to remove them.
- When they ask for a refund after checkout: Late requests are one of the most common Airbnb scams.
- When a claim is false, or the guest caused damage: Guests may try to file an Airbnb damage claim to get their money back.
The best way to navigate these is to keep all communication within Airbnb and to document all communication with guests. This way, you can easily dispute any false claims.
Sample messages for responding to refund requests
Use these templates as a starting point:
- Empathetic acknowledgement: Thanks for reaching out. I’m sorry this has affected your stay. Could you share a photo so I can understand what’s happened? I’ll do my best to sort it out quickly.
- Offering a partial refund: I understand the inconvenience, and I’ve issued a partial refund of $X through the Resolution Centre. Thanks for raising it with me, and I hope the rest of your stay goes smoothly.
- Declining an unfair request: I’ve reviewed your message and the details of the stay. Based on the information available, I’m not able to offer a refund. I’ve shared my notes with Airbnb so they can review the situation if needed.
Hosting is easier with Hometime on your side
Refunds are part of the hosting experience, but they don’t have to disrupt your earnings or peace of mind. When you set clear expectations, communicate quickly and stay professional, you can navigate refund requests with ease.
If you’d like support handling guests, maintenance, property styling and photography, pricing and communication, Hometime can manage the day-to-day for you so you can enjoy more income with less stress. Ready to host with confidence? Sign up with Hometime:
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