How-to
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Guest
Document the issue and message your Host
Remember that you have 72 hours to report any issue to your Host or to Airbnb from the time of discovery.
Here’s how to prepare:
- Document the issue: If possible, take photos or video to document the extent of the cleanliness issue.
- Message your Host: Your Host is your best point of contact to reach out to if the listing isn’t clean at check-in. It’s likely that they’ll be able to help you fix the issue. You can message your Host directly from your inbox to let them know what’s going on.
- Ask for a refund: If you need to request a refund because of the issue, there's a higher chance your Host will accept your request if you can agree on an amount first. Send a request to your Host for the refund in the Resolution Center and provide the details of the issue along with the photos or video.
Get help from Airbnb
If your Host is unable to resolve the issue, doesn’t respond at all, declines your refund request, or you’re not sure what to do next, just let us know, click or tap Get Help from the reservation page. Someone from our team will step in to help resolve the issue.
If we find it’s an issue that’s supported by AirCover for guests, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.
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Sure, I've got you covered! In terms of Airbnb protocols and issue resolution, I can confidently guide you through the process based on my experience and knowledge of their policies.
Firstly, documenting the issue is pivotal. It's not just about noting the problem but also providing tangible evidence. This aligns perfectly with Airbnb's guidelines where they emphasize the importance of photos or videos to accurately portray the cleanliness or any other issue you encounter. This evidence not only strengthens your case but also helps in justifying your request for a refund or alternative accommodation.
Messaging the host is a crucial step as well. Effective communication is key to swiftly resolving issues. Airbnb encourages guests to directly contact their hosts via the platform's messaging system to inform them about the problem. It's often the case that hosts are cooperative and willing to assist in rectifying issues promptly.
Requesting a refund should be based on the severity of the issue and supported by the evidence collected. Airbnb advises guests to negotiate a potential refund amount with the host before escalating the matter to Airbnb's Resolution Center. Including details of the problem along with visual documentation significantly bolsters your case when requesting a refund.
If the host is unable to resolve the issue or doesn't respond favorably, Airbnb provides the option to seek assistance. Initiating a request for help through the platform enables Airbnb's team to step in and mediate the situation. Depending on the nature of the problem and if it aligns with their policies, Airbnb may offer alternative accommodations or a refund.
The article also mentions AirCover for guests, indicating that each booking includes this coverage. It's essentially a safety net for guests, especially in cases where the host can't resolve a significant issue during your stay. Airbnb promises to assist in finding an alternative place if needed, subject to availability and similar pricing.
Additionally, it emphasizes the importance of communication with the host in case of any unexpected issues during your stay. This aligns with Airbnb's ethos of resolving problems at the source before escalating them further.
The related articles mentioned at the end—Rebooking and Refund Policy and AirCover for Guests—likely offer more detailed information about Airbnb's policies regarding refunds, coverage, and procedures for handling various issues during a stay.
In essence, my expertise lies in understanding and navigating the Airbnb system's procedures and policies to ensure a smooth resolution process for any issues encountered during a guest's stay.
