Canceling during your stay
If anything unexpected comes up during your stay, generally it’s a good idea to try talking to your Host first—most Hosts prefer to quickly resolve any issue by fixing it, offering a partial refund, or both. You can message your Host from your inbox.
If you come to an agreement with your Host that includes reimbursement, you can send them a refund request. You can request a partial refund if you want to continue with your stay, or you can ask your Host for a full refund if you'd rather cancel your reservation.
Travel issues eligible for a Guest Refund Policy claim
The Guest Refund Policy has additional details, but here’s an overview of what’s covered:
- You can't access the listing. Ex: The Host provided the wrong lockbox code and can’t be reached, or they changed your reservation to another listing without your consent.
- The space isn’t safe or clean upon arrival. Ex: There are dirty linens, dangerous vermin or insects, or health or safety hazards present.
- Key amenities are missing or not working. Ex: The kitchen is under construction, the pool is in disrepair during summer months, or the heating system is broken during winter.
- The place isn’t as described in the listing description. Ex: The number of rooms or beds is different, or certain accessibility features are missing.
Send your request within 24 hours
- Gather evidence: If possible, take photos or videos to document issues like dirty linen or incorrect access codes.
- Send a request to your Host: You'll have the option to ask your Host to fix the issue or request a refund through your Airbnb app. It’s important to get help within 24 hours of noticing the travel issue. Otherwise, your refund amount might be impacted.
- Wait for the response: We’ll keep you posted on what your Host says. They will have 1 hour to respond. If they don't, we'll step in to help.