How the Resolution Centre helps you

Sending or requesting money in the Resolution Centre

Need to send or request money for things related to your Airbnb trip or Airbnb Experience? No problem! Go to the Resolution Centre to open a refund or payment request.

You have up to 60 days after your reservation’s checkout date to submit a Resolution Centre request.

One thing to note: You may need to add a payment method before sending or requesting money through the Resolution Centre.

Where to find your Resolution Centre requests

If a Host or guest requests money for extra services or a refund, you’ll find their request in your email associated with your Airbnb account or in the Resolution Centre.

If a Host and guest can’t reach an agreement

Every now and then, Hosts and guests aren’t able to make it work. If you haven’t come to an agreement, you’ll see the option to ask Airbnb to help you mediate.

Issues must be reported to Airbnb within 72 hours of discovery to be eligible under our Rebooking and Refund Policy.

From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.

Hotel stays may not use the Resolution Centre

The Resolution Centre may not be available for use with some hotel stays. In those cases, you will need to resolve issues directly with the hotel.

Getting reimbursed for damage

Sometimes accidents happen, which is why there’s AirCover for Hosts.

AirCover for Hosts is top-to-bottom protection for Hosts. It includes $3 million in Host damage protection, in addition to $1 million liability insurance, guest identity verification, reservation screening and a 24-hour safety line. It’s always included and always free whenever you host.

If a guest causes damage to your place or belongings during an Airbnb stay, you can file a reimbursement request through our Resolution Centre. You’re reimbursed for certain damage caused by guests to your home and belongings if the guest does not pay for the damage. Learn about the process.

Host damage protection isn’t an insurance policy. Host damage protection and Experiences liability insurance don’t cover Hosts who offer stays through Airbnb Travel, LLC or Hosts who offer stays or Experiences in Japan – where Japan Host Insurance and Japan Experience Protection Insurance apply. For Hosts who offered stays or experiences in mainland China, the China Host Protection Plan applies. For Hosts whose country of residence or establishment is outside of Australia, these Host Damage Protection Terms apply. For Hosts whose country of residence or establishment is within Australia, Host damage protection is subject to the Host Damage Protection Terms for Australian Users. Keep in mind that all coverage limits are shown in USD.

Host liability insurance and Experience liability insurance are underwritten by third-party insurers. If you’re hosting in the UK, the Host liability insurance policy and Experience liability insurance policy are underwritten by Zurich Insurance Company Ltd and are arranged and concluded at no additional cost for UK Hosts by Airbnb UK Services Limited – an appointed representative of Aon UK Limited, authorised and regulated by the Financial Conduct Authority. Aon’s FCA register number is 310451. You can check this on the Financial Services Register by visiting the FCA’s website or contacting the FCA on 0800 111 6768. The Host Liability and Experience Liability policies within AirCover for Hosts are regulated by the Financial Conduct Authority; the remaining products and services are not regulated products arranged by Airbnb UK Services Limited. FP.AFF.476.LC

For listings in Washington state, Airbnb’s contractual obligations under Host damage protection are covered by an insurance policy purchased by Airbnb. Host damage protection isn’t related to Host liability insurance. Host damage protection is subject to these terms, conditions and limitations except for Hosts whose country of residence or establishment is within Australia. For such Hosts, Host damage protection is subject to these terms, conditions and limitations.