Airbnb’s Resolution Centre Explained.
If you are reading this, you are most likely an Airbnb host or traveller.
Let me rephrase that: you are an angered Airbnb host or traveller.
If you’re a host trying to get compensation for a loss of something valuable, or a traveller trying to get a refund for a trip that did not meet your standards, whoever you are, you are reading this because you’re looking for answers that Airbnb are not giving you.
As one of the largest Short-term rental management providers in Australia, we’ve accumulated a fair share of experience in both hosting and travelling and have encountered the resolution centre numerous times. With this understanding, we’ll give you a 101 for Airbnb’s resolution Centre to help you with your issue, no matter the circumstances.
Unfortunately, we won’t be able to cover all possible permutation and combination of issues that hosts and guests can encounter, as quantifying a qualitative discussion has never been easy. However, we’ll look to group these issues into different categories, so find where you fit and play by the rules.
First things first: What is the Resolution Centre?
The resolution centre is one place for you to log in a formal resolution with your host/guest. In their terminology, Airbnb refers to it as an ability to “request or send money” related to your trip. To open a refund or payment request, log in to your account and go to www.airbnb.com/resolutions.
Submitting requests as a guest.
As a guest, if you notice that something is missing, not working, or otherwise not what you expected when you check in, you can take the following steps:
- Contact your host: If you give your host the chance to fix an issue, this is the fastest way to make sure you get what you need. You can then continue with your reservation as planned, and avoid any prolonged issue with your host or with Airbnb.
- Contact Airbnb: If you can’t reach your host, or they don’t respond, you can ask Airbnb for help. You must make sure to photograph or document the issue as this will help build your case for Airbnb.
You can also check out Airbnb’s Guest Refund Policy for a complete explanation of their standards and refund requirements.
Submitting requests as a host.
If you as a host, notice any form of damages after a guest’s check out, you can either reach out to your guest or involve Airbnb. You have up to 60 days after your reservation’s check-out date to submit a Resolution Centre request for non-security deposit related issues.
Alternatively, if you want to claim your security deposit, you’ll need to submit a request to the Resolution Centre within 14 days of your guest’s check-out date or before the next guest checks in, whichever is earlier.
To make a claim on a security deposit:
- Go to the Resolution Center on airbnb.com
- Choose the relevant reservation
- Under Select a reason, select Request compensation for damages
- Click Continue to submit details about the damages and associated costs on the next page
- If your guest agrees to the amount you requested, they’ll release your payout in 5-7 business days.
Asking for help from Airbnb.
When the two parties are unable to reach an agreement, they 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 Involve Airbnb
When you involve Airbnb, their 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, they may need to contact you to gather additional information before they can make a decision, in order to correctly classify your circumstance. These include:
Airbnb has strict guidelines against misleading information. Like any other company, Airbnb protects its guests from misleading advertisements on Airbnb. A guest is really particular while trying to book a place. They look for very specific things in listing before they go ahead and book it for their holiday. It’s only understandable that this frustration of not finding what they looked for will have to be equated to some type of monitory compensation.
The other side of the coin states, as long as the host has listed their listing accurately, then no guest can claim any form of compensation under this category. This is why I highly recommend all hosts to read their listing multiple times to ensure everything is accurate before they push the listing live. They key is to always constantly update their listing as and when there is any form of inventory/amenities change.
No one likes walking into a dirty house! It’s really the last thing any guest should expect. Analysis has shown a major factor for a listing to perform well ties back to how “real” the listing is. This is often validated by reviews. If a host has gone all out by putting up a listing that has amazing pictures, then it is only fair for the guest to walk into what is promised. When there is a cleanliness issue, the guest should immediately contact the host. If the host refuses to fix any form of cleanliness issue, then the guest is entitled to partial or full refund depending on the severity of the issue.
If the guest cannot provide evidence of a dirty house, then Airbnb will be obliged to help the host out by not imposing any penalties on the host. In this instance, Airbnb would decline the guest’s request.
Imagine catching a late night flight to a brand new city. You walk to your Airbnb and to your horror discover that the keys are not where they are meant to be. This warrants a bad experience for the guest. If the host and guests are able to resolve this issue in the first 30 minutes, then this issue can be controlled. However, anything beyond that, if Airbnb gets involved, we would be looking at a partial or a full refund depending on the severity of the issue. The best way to avoid an access issue is by ensuring timely communication between the host and the guests. Please ensure that you convey the right time of arrival or departure and confirm the exact location for keys. If the check involves a meet and greet, a guest should always call the greeter at least 20 minutes prior to their arrival.
A host can claim extenuating circumstances to avoid any form of cancellation penalties. This can be only claimed if the host can provide valid documentation needed by Airbnb. Extenuating circumstances are an act of God where an issue cannot be avoided by the host. For example the Tasmanian floods or the Queensland fires. Any reservation that was affected by these should not be a host’s responsibility. Sometimes there might be a large damage in the property or a repair needed to ensure a good quality listing. An owner can contact Airbnb and inform them about this. If any future reservations are affected by this, Airbnb cancels future reservations, free of host penalty.
In our experience, any issue can be easily be resolved if there is great communication between the hosts and the guest. We always encourage the hosts to reach out to their guests and vice versa. It’s always good to get everything covered before a guest jumps on their flight. Any last moment changes need to be communicated.