Getting charged for damage - Airbnb Help Centre (2024)

FAQs

Getting charged for damage - Airbnb Help Centre? ›

Accidents are rare, but they happen. If you, someone you invite, or a pet are responsible for damage during a stay, let your Host know right away. Your Host can send you a reimbursem*nt request in our Resolution Center to cover the cost of the damage, and you'll have 24 hours to respond.

If a guest, someone they invite, or a pet causes damage during a stay, the Host can request reimbursem*nt from the guest through our Resolution Center. If Airbnb gets involved and determines that the guest was responsible, the guest's payment method may be charged.

Money-related issues

You can use our Resolution Center within 60 days of your reservation's checkout date to request or send money for things related to your Airbnb trip. It helps to have any photos or other relevant evidence ready when you submit a Resolution Center request.

Contact Airbnb Customer Service

Contact us by email, chat or phone at +61 2 8520 3333.

First, contact your host right away and let them know the situation. Take pictures and describe the problem in your message through the Airbnb app or website. Also, define how you'd like to resolve the situation — partial refund, refund of cleaning fee, or cancellation.

Guests have 72 hours to respond to your claim, during which they can agree to the payment or decline to pay.

You may be asked to pay

You'll be given the opportunity to voluntarily submit a timely payment or an appeal. If you don't submit a timely payment or appeal, or your appeal is unsuccessful, your payment method will be charged. (This doesn't apply to stays in China, Japan or India.)

You should let your Host know right away if you break or damage something during your stay. The best way to do this is by sending them a message through the Airbnb website or app, just in case our Community Support team needs to refer to it later. If you can provide photos, that's great, too.

If the dispute escalates, Airbnb's Resolution Center can be used to mediate. Here, both parties can present their evidence, and Airbnb will make a decision based on the policies and information provided.

Can airbnb hosts sue guests? Certainly! Airbnb hosts may find themselves in situations where legal action against a guest is considered necessary, such as significant property damage or a breach of agreement. While Airbnb's Host Guarantee program provides some protection, it may not always suffice.

What happens if Airbnb gets damaged? ›

The reimbursem*nt process

Here's how to get reimbursed if damage does happen during a stay: Document the issue by taking photos or videos, getting repair or cleaning estimates and/or receipt. Within 14 days of the responsible guest's checkout, file a reimbursem*nt request in the Resolution Centre.

If you are hurt while at an Airbnb, you may be able to sue the host for personal injury. Airbnb rentals are generally private homes, but they are also big business. As a business operator, the homeowner is legally obligated to maintain reasonably safe conditions.

If the neighbor reports your Airbnb listing, Airbnb will then evaluate the situation and contact the host of the listing. Apart from that, Airbnb will conduct a follow-up investigation and if required, communicate back to the neighbor.

If your Host is unable to resolve the issue, doesn't respond at all, or declines your refund request, 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.

Issues must be reported to Airbnb within 72 hours of discovery to be eligible under our Rebooking and Refund Policy. Note: You have up to 60 days after your reservation's checkout date to submit a Resolution Centre request.

If you'd like to request a refund before or after your trip, refund requests of any amount can be handled through our Resolution Center. Just a note, the Resolution Center may not be available for use with some hotel stays.

In an Airbnb arrangement, both the host and the guest may face claims for property damage or loss. For example, a host may face property damage or loss due to criminal conduct (theft) of a guest. On the other hand, a guest may face additional liability due to the loss or damage of the host's property.

Cleanliness: Guests should not leave the listing in a state that requires excessive or deep cleaning (moldy dishes, soiled carpets, stains from pets, etc.). Cleaning fees set by Hosts are only meant to cover the cost of standard cleaning between reservations (laundry, vacuuming, etc.).

The insurance pays the injured person up to $1 million when a guest gets hurt during a stay. The injury must occur as the result of negligence on behalf of the property owner. The insurance policy does not apply if the host commits intentional harm. Pollution and mold-related injuries are also excluded from claims.

A cleaning fee is a one-off charge for cleaning the space you stay in and is set by the Host. It's an extra amount on top of the nightly rate when you book a listing. This fee covers the extra expenses Hosts incur when getting their place ready for guests to arrive or after they leave.