If you have a problem or issue during your reservation

You have 72 hours to report any issue to your host or to Airbnb from the time of discovery if you have any problems with your home, service, or experience reservation.

Document the issue and message your host

Here’s how to prepare:

• Document the issue: If possible, take photos or video to document the issue like a missing or broken amenity.
• Message or speak to your host: Your host is your best point of contact to reach out to if anything comes up during your home, service, or experience reservation. It’s likely that they’ll be able to help you fix the issue. You can message your host directly 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 to resolve the issue

Though we always want hosts and guests to work things out directly if they can, we know it’s not always possible. 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.

When we can help rebook home reservations

For home reservations: 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.

Issues with your hotel stay

If there’s an issue with your accommodation upon arrival or during your stay—like a missing amenity, a non-working item, or a general reservation problem—consider contacting the front desk directly, as you may get a quicker response. 

Note: Depending on the hotel listing, when you complete your booking you may have a reservation for a type of room, rather than a specific room.

If there’s an emergency situation or your safety is threatened

In an emergency situation or if your personal safety is threatened, contact local police or emergency services immediately. If you're unfamiliar with local emergency services phone numbers, you can use Airbnb to dial emergency services now.

For any other safety issues, you can always reach us through our dedicated 24-hour safety line. Contact us by phone, email, or chat to get priority access to specially trained safety agents.

If there’s an issue related to home sharing in your community

For concerns related to home sharing in your community, contact our Neighborhood Support team.