Opening a case with Airbnb typically involves reaching out to their support team or utilizing their Resolution Center to address issues ranging from booking disputes to safety concerns. Your approach depends on the nature and urgency of your situation.
Submitting a Complaint or Opening a Case
Airbnb offers several avenues to open a case, ensuring that guests and hosts can find appropriate assistance.
Using the Resolution Center
For most financial disputes and issues directly related to a reservation, such as security deposit claims, unexpected charges, or refund requests, the Airbnb Resolution Center is often the first and most efficient method. This platform allows you to send or request money from your host or guest for issues that occur before, during, or after a trip.
Steps to use the Resolution Center:
- Log in to your Airbnb account.
- Go to your Trips (for guests) or Reservations (for hosts).
- Find the specific reservation you need help with.
- Click on "Get help" or "Resolve an issue."
- Follow the prompts to describe your issue and submit evidence.
You typically have up to 60 days after your checkout date to open a case via the Resolution Center for eligible issues.
Contacting Airbnb Support Directly
For issues requiring official review, more complex complaints, safety concerns, or when direct communication isn't resolving the problem, you can submit a complaint directly via Airbnb's webform or contact their support team.
Process for submitting a complaint:
- Visit the Airbnb Help Center: Navigate to the Airbnb Help Center and look for the "Contact Us" or "Support" section.
- Describe Your Issue: Clearly articulate the problem, providing all relevant details and documentation.
- Submission and Acknowledgment: Once your complaint has been submitted, you will receive an automated acknowledgment of your email.
- Case Assignment and Initial Contact: An Airbnb case handler will then be assigned to your complaint and will aim to make initial contact with you within 96 hours to discuss your situation and next steps.
When to Open a Case with Airbnb
It's important to know when to escalate an issue to Airbnb. Here are common scenarios that warrant opening a case:
- Safety and Security Concerns: Immediate threats, illegal activities, or unsafe property conditions.
- Major Discrepancies: The listing significantly differs from what was advertised (e.g., fewer bedrooms, different amenities).
- Policy Violations: A host or guest has violated Airbnb's terms of service or specific policies.
- Unresolved Disputes: When attempts to resolve an issue directly with the host or guest have failed.
- Damage Claims: Issues related to property damage caused by a guest.
- Refund or Payment Issues: Unauthorized charges, missing refunds, or problems with payouts.
- Discrimination: Experiences of discrimination based on protected characteristics.
Essential Information to Prepare
To ensure a smooth and efficient resolution process, gather all relevant information before opening a case:
- Booking Details: Reservation code, check-in/check-out dates, listing address.
- Evidence: Photos, videos, screenshots of conversations (Airbnb message thread is preferred), receipts, or any other relevant documentation.
- Communication Logs: A record of all communication with the host or guest regarding the issue.
- Clear Description: A concise and factual summary of the problem, including dates and times.
- Desired Outcome: What resolution are you seeking (e.g., full refund, partial refund, specific action)?
What to Expect After Submitting Your Case
After you submit your complaint or open a case, an Airbnb case handler will be assigned to review your situation. As mentioned, you can expect an automated acknowledgment of your submission, and your assigned case handler will aim to make initial contact within 96 hours. They will guide you through the process, which may involve:
- Investigation: Reviewing all provided evidence and potentially contacting the other party involved.
- Communication: Acting as an intermediary between you and the other party, if necessary.
- Resolution: Working towards a fair resolution based on Airbnb's policies and the evidence presented.
The time it takes to resolve a case can vary depending on its complexity and the cooperation of all parties involved.
