Request or send money in the Resolution Centre

A host sending their guest a partial refund for a missing amenity, a guest sending their host a payment for breaking a coffee mug, and much more—the Resolution Center makes it easy to handle money-related requests for an Airbnb home, service, or experience.

How hosts can use the Resolution Center

Just keep in mind that:

• You must use Airbnb’s Change reservation tool for reservation alterations. You can’t use the Resolution Center to collect payment for additional costs or provide refunds to nights, guest count, or pet count.
• With few exceptions, hosts cannot charge guests for mandatory fees through the Resolution Center. Exceptions include:
  • Select software-connected hosts that may collect payment for mandatory fees and security deposits separately in the Resolution Center. These fees would be detailed in the listing’s price breakdown at checkout.
  • In locations where Airbnb does not collect taxes or where hosts are legally required to collect them directly from guests, hosts must disclose taxes in the listing description and may collect them over the Resolution Center.

Learn more about what the Resolution Center can and cannot be used for.

Request money from your host or guest in the Resolution Centre

Send money to your host or guest in the Resolution Centre

If the reservation completion date was more than 60 days ago

You can only submit a new Resolution Center request up to 60 days after a completed reservation (except for damage-related claims, which need to be filed 14 days within checkout).

You can respond to an existing Resolution Center request—like choosing to pay the full amount, paying a different amount, or declining the request—more than 60 days after checkout, as long as the request was submitted within the 60 days after completion.

If the reservation hasn’t yet started

Hosts can use the Resolution Center to request money from a guest before their confirmed reservation starts, but they can't send money to a guest until the reservation has started or has been canceled. Guests can send money to a host before their reservation starts, but they can’t request money from a host until their reservation has started.

If a guest cancels their reservation before it starts and their host has agreed to a full refund, either the guest or host can initiate it:

• The guest can request a full refund from the host in the Resolution Center
• The host can contact Airbnb to have our Community Support team refund the guest in full

If the reservation check-in or start time has passed

Hosts and guests can both use the Resolution Center to send or request money from one another after the reservation starts.

If a guest cancels their reservation and it’s past the start date or time, their host can send a full refund to the guest in the Resolution Center.

If the reservation is a hotel stay

The Resolution Center may not be available for use with some hotel stays. In those cases, guests of hotel stays and their hosts will need to resolve any money-related requests directly.