What is the Resolution Centre?
The Resolution Centre lets you request or send money for things related to your Airbnb trip. To open a refund or payment request, go to www.airbnb.com/resolutions.
You have up to 60 days after your reservation’s checkout date to submit a Resolution Centre request for non-security deposit related issues.
If you want to make a claim on your security deposit(What do I do if my guest breaks something in my place? – Airbnb Help Centre), you’ll need to submit your request to the Resolution Centre within 14 days of your guest’s checkout date or before the next guest checks in, whichever is earlier.
Asking for help from Airbnb
If you’re unable to reach an agreement, you can ask Airbnb to make the final decision 72 hours after the request was opened. To involve Airbnb:
- Wait 72 hours after you open the request
- Go to www.airbnb.com/resolutions
- Select the correct reservation
- Click Contact us
When you contact us, our team will be notified and a dedicated team member will be assigned to your case. They’ll review the information provided by you and your host or guest, before making a final decision. In some cases, we may need to contact you to gather additional information, before we can make a decision.
Sample Email Template to AirBnb Support
Hello Airbnb Support,
I hope you are doing well. I am writing to you because I am having an issue with my reservation. I need a free cancellation and refund.
I booked a reservation for a property on Airbnb, but I need to cancel it. I don’t know if this is possible, but can you help me?
Thank you for your time.
[Your Name]
Sample Email Template to AirBnb Support
Hello Airbnb,
I am writing to you because I am extremely disappointed with my experience using Airbnb. I rented a listing from a host, and the experience was terrible. The listing was not as described, the host was unresponsive, and the listing was dirty. I would like a full refund and cancellation of my reservation. Can you please help me with this?
Thank you.
[Your Name]
Sample Email Template to AirBnb Support – Stay Extension Request
Hello Airbnb Support Team,
I hope you’re well!
I wanted to reach out and see if there was any way we could extend our check-out time for this weekend. We booked the place for the weekend, but were just told we’d need to vacate from 12-4pm on Sunday. We had no idea that was the case and would really appreciate if there was any way we could stay a little bit longer.
If there’s any way you could help us out, we would really appreciate it! Thank you so much for your time and I look forward to hearing from you soon.
Thank you.
[Your Name]
Sample Followup Email Template to AirBnb Support
Hello Airbnb Support Team,
Thank you for your email. I appreciate the effort you put into resolving this issue. I apologise for any inconvenience caused. I would like to provide some additional information about my check-in experience.
I was rushed during the check-in process and I did not received all of the essentials that were promised. My initial impression of the unit was positive. However, after spending more time in the unit, I noticed several deficiencies. The most notable issue was the lack of basic cooking supplies such as pots, pans, and utensils.
Overall, I was disappointed with my experience. I hope that this information is helpful and that my concerns are addressed. Thank you for your time and attention to
Thanks and Regards,
[Your Name]