{"id":"airbnb","page":"https://escalate.alexgaoth.com/#/c/airbnb","html":"https://escalate.alexgaoth.com/c/airbnb/","generated":"2026-10-15","company":{"id":"airbnb","name":"Airbnb","aliases":["airbnb inc","airbnb payments","aircover"],"sector":"lodging","website":"https://www.airbnb.com","account_url":"https://www.airbnb.com/trips","regulators":["ftc"],"notes":"Airbnb is a platform; each stay is a contract with an independent host. US payments are handled by Airbnb Payments, Inc. Problems with a stay go through the Rebooking and Refund Policy (report within 72 hours of discovery) and the Resolution Center (money requests between host and guest, with Airbnb mediation on request). Terms of Service and Payments Terms last updated February 5, 2026. Airbnb publishes no phone number on its public contact page; contact options appear after sign-in.","channels":[{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Airbnb Help Center","value":"https://www.airbnb.com/help","access":"open","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out for changes to the arbitration terms","value":"arbitration.opt.out@airbnb.com","notes":"Send within 30 days of the date a change to the arbitration terms takes effect; postal alternative is 888 Brannan St, San Francisco, CA 94103, Attn Arbitration Opt-Out.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"resolution-center","note":"Message the host first; then ask Airbnb to step in."},{"rung":"written_complaint","channel":"contact-support"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice-mail","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed."}],"playbooks":[{"issue":"reservation_problem","summary":"Report the problem to the host or Airbnb within 72 hours of discovering it, with photos; Airbnb can rebook you or refund you.","evidence":["reservation code","photos or video of the problem","messages with the host","time you discovered the problem"],"steps":[{"do":"Message the host through Airbnb and photograph or film the problem."},{"do":"Within 72 hours of discovery, the guest who booked must contact Airbnb or the host. Ask for rebooking in a similar place or a full or partial refund.","channel":"contact-support"},{"do":"If the host cancelled before check-in, ask for a refund to the original payment method instead of the travel credit."},{"do":"If Airbnb refuses, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Guests must report Reservation Issues within 72 hours after discovery to qualify under the Rebooking and Refund Policy.","issues":["reservation_problem","refund_request"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reservation Issues include a host cancelling before check-in, the host failing to provide access, uninhabitable conditions, and a listing significantly different from the one advertised; Airbnb may refund in full or part or help find a similar place.","issues":["reservation_problem"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a host cancellation before check-in, the guest generally receives a travel credit unless the guest asks for a refund to the original payment method.","issues":["reservation_problem","refund_request","travel_credit"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"The listing's cancellation policy sets the refund; a 24-hour free cancellation period applies to bookings made at least 7 days before check-in.","evidence":["reservation code","cancellation policy shown at booking","booking and cancellation times"],"steps":[{"do":"Check the listing's cancellation policy in the trip details."},{"do":"Cancel from Trips. For an agreed refund outside the policy, ask the host to send it through the Resolution Center.","channel":"resolution-center"},{"do":"Submit Resolution Center requests within 60 days after checkout; if you cannot agree with the host, ask Airbnb to mediate (you have 1 hour to respond to a mediation request).","channel":"resolution-center"}],"facts":[{"kind":"policy","claim":"Standard stays (27 nights or fewer): Flexible gives a full refund until 24 hours before check-in; Moderate until 5 days before; Limited until 14 days before; Firm until 30 days before. Limited and Firm refund 50% from 7 days up to that limit, and no refund inside 7 days.","issues":["refund_request"],"source":"https://www.airbnb.com/help/article/475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A 24-hour cancellation period applies to all standard cancellation policies for shorter stays, if the reservation was confirmed at least 7 days before check-in (listing's local time).","issues":["refund_request"],"source":"https://www.airbnb.com/help/article/475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Resolution Center requests can be submitted up to 60 days after the reservation's checkout date.","issues":["refund_request","damage_claim","deposit_refund"],"source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}]},{"issue":"damage_claim","summary":"A host must ask you to pay through the Resolution Center within 14 days of checkout; you are notified and can respond before Airbnb charges your card.","evidence":["your check-in and check-out photos or video","messages with the host","the host's request and photos","checkout instructions"],"steps":[{"do":"Take photos or video at check-in and check-out."},{"do":"When a host request arrives (email or Resolution Center), ask for photos, invoices or estimates, and the date the damage was found.","channel":"resolution-center"},{"do":"Decline or answer the request in the Resolution Center with your own evidence. If the host asks Airbnb to step in, send your evidence when Airbnb contacts you.","channel":"resolution-center"},{"do":"If Airbnb charges your payment method and you dispute the decision, contact support in writing, then use the card dispute or arbitration notice.","channel":"contact-support"}],"facts":[{"kind":"deadline","claim":"Under the Host Damage Protection Terms, a host must try to recover the loss from the guest (for example through the Resolution Center) and notify Airbnb within fourteen (14) days of the guest's checkout, and file the payment request form within thirty (30) days of checkout.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2869","last_verified":"2026-10-12"},{"kind":"process","claim":"The Terms of Service say a guest is notified of a Damage Report and given an opportunity to respond; if Airbnb finds the report valid, Airbnb Payments can collect the amount from the guest.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"kind":"process","claim":"Airbnb Payments may charge the payment method used for the booking, or another method on file, to collect Damage Report amounts, and says it notifies you in writing before charging Additional Amounts.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2909","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Airbnb has no general security deposit; some hosts with connected software collect one through the Resolution Center.","evidence":["reservation code","deposit request","checkout photos"],"steps":[{"do":"Check the Resolution Center for the host's security deposit request and its status.","channel":"resolution-center"},{"do":"If the host keeps the deposit without a valid damage claim, ask Airbnb to mediate within 60 days of checkout.","channel":"resolution-center"}],"facts":[{"kind":"policy","claim":"Resolution Center requests can cover security deposits from select hosts connected through software.","issues":["deposit_refund"],"source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Guests pay a service fee of 14.1% to 16.5% of the booking subtotal; it is shown in the price breakdown before booking.","source":"https://www.airbnb.com/help/article/1857","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; either side may use small claims court.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"known_blockers":["Contacting Airbnb support and using the Resolution Center require sign-in by the account holder.","Only the guest who made the booking can report a Reservation Issue.","Mediation requests must be answered within 1 hour."],"official_domains":["airbnb.com"],"security":{"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]}},"playbooks":{"reservation_problem":{"company":{"id":"airbnb","name":"Airbnb","sector":"lodging","website":"https://www.airbnb.com","account_url":"https://www.airbnb.com/trips"},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Report the problem to the host or Airbnb within 72 hours of discovering it, with photos; Airbnb can rebook you or refund you.","evidence":["reservation code","photos or video of the problem","messages with the host","time you discovered the problem"],"steps":[{"do":"Message the host through Airbnb and photograph or film the problem."},{"do":"Within 72 hours of discovery, the guest who booked must contact Airbnb or the host. Ask for rebooking in a similar place or a full or partial refund.","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}},{"do":"If the host cancelled before check-in, ask for a refund to the original payment method instead of the travel credit."},{"do":"If Airbnb refuses, dispute the charge with your card issuer."}],"channels":[{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Airbnb Help Center","value":"https://www.airbnb.com/help","access":"open","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out for changes to the arbitration terms","value":"arbitration.opt.out@airbnb.com","notes":"Send within 30 days of the date a change to the arbitration terms takes effect; postal alternative is 888 Brannan St, San Francisco, CA 94103, Attn Arbitration Opt-Out.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Guests must report Reservation Issues within 72 hours after discovery to qualify under the Rebooking and Refund Policy.","issues":["reservation_problem","refund_request"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reservation Issues include a host cancelling before check-in, the host failing to provide access, uninhabitable conditions, and a listing significantly different from the one advertised; Airbnb may refund in full or part or help find a similar place.","issues":["reservation_problem"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a host cancellation before check-in, the guest generally receives a travel credit unless the guest asks for a refund to the original payment method.","issues":["reservation_problem","refund_request","travel_credit"],"source":"https://www.airbnb.com/help/article/2868","last_verified":"2026-10-12"},{"kind":"fee","claim":"Guests pay a service fee of 14.1% to 16.5% of the booking subtotal; it is shown in the price breakdown before booking.","source":"https://www.airbnb.com/help/article/1857","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; either side may use small claims court.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Message the host first; then ask Airbnb to step in.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}}],"known_blockers":["Contacting Airbnb support and using the Resolution Center require sign-in by the account holder.","Only the guest who made the booking can report a Reservation Issue.","Mediation requests must be answered within 1 hour."],"security":{"official_domains":["airbnb.com"],"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.875,"sources":{"primary":35,"reference":4,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 88% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Airbnb is a platform; each stay is a contract with an independent host. US payments are handled by Airbnb Payments, Inc. Problems with a stay go through the Rebooking and Refund Policy (report within 72 hours of discovery) and the Resolution Center (money requests between host and guest, with Airbnb mediation on request). Terms of Service and Payments Terms last updated February 5, 2026. Airbnb publishes no phone number on its public contact page; contact options appear after sign-in.","warnings":[]},"refund_request":{"company":{"id":"airbnb","name":"Airbnb","sector":"lodging","website":"https://www.airbnb.com","account_url":"https://www.airbnb.com/trips"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"The listing's cancellation policy sets the refund; a 24-hour free cancellation period applies to bookings made at least 7 days before check-in.","evidence":["reservation code","cancellation policy shown at booking","booking and cancellation times"],"steps":[{"do":"Check the listing's cancellation policy in the trip details."},{"do":"Cancel from Trips. For an agreed refund outside the policy, ask the host to send it through the Resolution Center.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"do":"Submit Resolution Center requests within 60 days after checkout; if you cannot agree with the host, ask Airbnb to mediate (you have 1 hour to respond to a mediation request).","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Airbnb Help Center","value":"https://www.airbnb.com/help","access":"open","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out for changes to the arbitration terms","value":"arbitration.opt.out@airbnb.com","notes":"Send within 30 days of the date a change to the arbitration terms takes effect; postal alternative is 888 Brannan St, San Francisco, CA 94103, Attn Arbitration Opt-Out.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Standard stays (27 nights or fewer): Flexible gives a full refund until 24 hours before check-in; Moderate until 5 days before; Limited until 14 days before; Firm until 30 days before. Limited and Firm refund 50% from 7 days up to that limit, and no refund inside 7 days.","issues":["refund_request"],"source":"https://www.airbnb.com/help/article/475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A 24-hour cancellation period applies to all standard cancellation policies for shorter stays, if the reservation was confirmed at least 7 days before check-in (listing's local time).","issues":["refund_request"],"source":"https://www.airbnb.com/help/article/475","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Resolution Center requests can be submitted up to 60 days after the reservation's checkout date.","issues":["refund_request","damage_claim","deposit_refund"],"source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"kind":"fee","claim":"Guests pay a service fee of 14.1% to 16.5% of the booking subtotal; it is shown in the price breakdown before booking.","source":"https://www.airbnb.com/help/article/1857","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; either side may use small claims court.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Message the host first; then ask Airbnb to step in.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}}],"known_blockers":["Contacting Airbnb support and using the Resolution Center require sign-in by the account holder.","Only the guest who made the booking can report a Reservation Issue.","Mediation requests must be answered within 1 hour."],"security":{"official_domains":["airbnb.com"],"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.875,"sources":{"primary":35,"reference":4,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 88% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Airbnb is a platform; each stay is a contract with an independent host. US payments are handled by Airbnb Payments, Inc. Problems with a stay go through the Rebooking and Refund Policy (report within 72 hours of discovery) and the Resolution Center (money requests between host and guest, with Airbnb mediation on request). Terms of Service and Payments Terms last updated February 5, 2026. Airbnb publishes no phone number on its public contact page; contact options appear after sign-in.","warnings":[]},"damage_claim":{"company":{"id":"airbnb","name":"Airbnb","sector":"lodging","website":"https://www.airbnb.com","account_url":"https://www.airbnb.com/trips"},"issue":{"id":"damage_claim","name":"Damage charge after a rental or stay"},"playbook_source":"company","summary":"A host must ask you to pay through the Resolution Center within 14 days of checkout; you are notified and can respond before Airbnb charges your card.","evidence":["your check-in and check-out photos or video","messages with the host","the host's request and photos","checkout instructions"],"steps":[{"do":"Take photos or video at check-in and check-out."},{"do":"When a host request arrives (email or Resolution Center), ask for photos, invoices or estimates, and the date the damage was found.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"do":"Decline or answer the request in the Resolution Center with your own evidence. If the host asks Airbnb to step in, send your evidence when Airbnb contacts you.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"do":"If Airbnb charges your payment method and you dispute the decision, contact support in writing, then use the card dispute or arbitration notice.","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Airbnb Help Center","value":"https://www.airbnb.com/help","access":"open","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out for changes to the arbitration terms","value":"arbitration.opt.out@airbnb.com","notes":"Send within 30 days of the date a change to the arbitration terms takes effect; postal alternative is 888 Brannan St, San Francisco, CA 94103, Attn Arbitration Opt-Out.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Under the Host Damage Protection Terms, a host must try to recover the loss from the guest (for example through the Resolution Center) and notify Airbnb within fourteen (14) days of the guest's checkout, and file the payment request form within thirty (30) days of checkout.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2869","last_verified":"2026-10-12"},{"kind":"process","claim":"The Terms of Service say a guest is notified of a Damage Report and given an opportunity to respond; if Airbnb finds the report valid, Airbnb Payments can collect the amount from the guest.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"},{"kind":"process","claim":"Airbnb Payments may charge the payment method used for the booking, or another method on file, to collect Damage Report amounts, and says it notifies you in writing before charging Additional Amounts.","issues":["damage_claim"],"source":"https://www.airbnb.com/help/article/2909","last_verified":"2026-10-12"},{"kind":"fee","claim":"Guests pay a service fee of 14.1% to 16.5% of the booking subtotal; it is shown in the price breakdown before booking.","source":"https://www.airbnb.com/help/article/1857","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; either side may use small claims court.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Message the host first; then ask Airbnb to step in.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}}],"known_blockers":["Contacting Airbnb support and using the Resolution Center require sign-in by the account holder.","Only the guest who made the booking can report a Reservation Issue.","Mediation requests must be answered within 1 hour."],"security":{"official_domains":["airbnb.com"],"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.875,"sources":{"primary":35,"reference":4,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 88% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Airbnb is a platform; each stay is a contract with an independent host. US payments are handled by Airbnb Payments, Inc. Problems with a stay go through the Rebooking and Refund Policy (report within 72 hours of discovery) and the Resolution Center (money requests between host and guest, with Airbnb mediation on request). Terms of Service and Payments Terms last updated February 5, 2026. Airbnb publishes no phone number on its public contact page; contact options appear after sign-in.","warnings":[]},"deposit_refund":{"company":{"id":"airbnb","name":"Airbnb","sector":"lodging","website":"https://www.airbnb.com","account_url":"https://www.airbnb.com/trips"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"Airbnb has no general security deposit; some hosts with connected software collect one through the Resolution Center.","evidence":["reservation code","deposit request","checkout photos"],"steps":[{"do":"Check the Resolution Center for the host's security deposit request and its status.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"do":"If the host keeps the deposit without a valid damage claim, ask Airbnb to mediate within 60 days of checkout.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Airbnb Help Center","value":"https://www.airbnb.com/help","access":"open","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out for changes to the arbitration terms","value":"arbitration.opt.out@airbnb.com","notes":"Send within 30 days of the date a change to the arbitration terms takes effect; postal alternative is 888 Brannan St, San Francisco, CA 94103, Attn Arbitration Opt-Out.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Resolution Center requests can cover security deposits from select hosts connected through software.","issues":["deposit_refund"],"source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"},{"kind":"fee","claim":"Guests pay a service fee of 14.1% to 16.5% of the booking subtotal; it is shown in the price breakdown before booking.","source":"https://www.airbnb.com/help/article/1857","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; either side may use small claims court.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Message the host first; then ask Airbnb to step in.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}}],"known_blockers":["Contacting Airbnb support and using the Resolution Center require sign-in by the account holder.","Only the guest who made the booking can report a Reservation Issue.","Mediation requests must be answered within 1 hour."],"security":{"official_domains":["airbnb.com"],"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.875,"sources":{"primary":35,"reference":4,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 88% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Airbnb is a platform; each stay is a contract with an independent host. US payments are handled by Airbnb Payments, Inc. Problems with a stay go through the Rebooking and Refund Policy (report within 72 hours of discovery) and the Resolution Center (money requests between host and guest, with Airbnb mediation on request). Terms of Service and Payments Terms last updated February 5, 2026. Airbnb publishes no phone number on its public contact page; contact options appear after sign-in.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"Message the host first; then ask Airbnb to step in.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (send or request money; ask Airbnb to mediate)","value":"https://www.airbnb.com/resolutions","purposes":["refund_request","damage_claim","deposit_refund","reservation_problem"],"access":"login","source":"https://www.airbnb.com/help/article/767","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-support","type":"portal","label":"Contact Airbnb support (sign in to see options)","value":"https://www.airbnb.com/help/contact_us","purposes":["reservation_problem","refund_request","damage_claim","deposit_refund","poor_service"],"access":"login","notes":"The page says \"Log in to contact us\"; a separate entry point is for safety issues.","source":"https://www.airbnb.com/help/contact_us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Send a Pre-Dispute Notice 30 days before AAA arbitration; small claims court is allowed.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Pre-Dispute Notice and arbitration notice address (US Terms of Service, Section 23)","value":"CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833","purposes":["refund_request","damage_claim"],"notes":"A written Pre-Dispute Notice is required at least 30 days before starting arbitration.","source":"https://www.airbnb.com/help/article/2908","last_verified":"2026-10-12"}}],"security":{"official_domains":["airbnb.com"],"never_asks":[{"kind":"policy","claim":"Airbnb says it will never call to ask you to change your payout method or to share one-time codes, account passwords, or payment or payout details.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Airbnb warns of fake emails, texts, calls and websites made to look like Airbnb; fake emails often come from look-alike domains such as @bnb.com or @reservation-airbnb.com. Airbnb says a misspelled Airbnb web address means the site is fake.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"kind":"policy","claim":"Airbnb says an unexpected request to pay outside Airbnb, including one from anyone claiming to represent Airbnb, may be fraudulent; signs of fraud include requests for wire or bank transfer, cashier's check, money order, or PDF or paper invoices.","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports scammers posing as owners of rentals on sites such as Airbnb and Vrbo who offer a discount for paying directly by Venmo or Cash App, then stop responding after the deposit is sent.","source":"https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam","last_verified":"2026-10-12"},{"kind":"policy","claim":"The BBB reports hosts on Airbnb or Vrbo who move the booking to their own website; later the site disappears or the trip is cancelled at the last minute with no refund.","source":"https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fake-site","type":"web_form","label":"Report fake or fraudulent sites that imitate Airbnb","value":"https://www.airbnb.com/report-phishing","notes":"Airbnb says this page is only for reporting suspicious websites; it does not create a support request or send a confirmation.","source":"https://www.airbnb.com/help/article/971","last_verified":"2026-10-12"},{"id":"report-off-platform-payment","type":"web_form","label":"Report a request to pay outside Airbnb","value":"https://www.airbnb.com/help/contact-us/ticket-selection","source":"https://www.airbnb.com/help/article/199","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.875,"sources":{"primary":35,"reference":4,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 88% of 40 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Airbnb — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/airbnb.md","markdown":"## In short\n\nEach Airbnb stay is a contract with an independent host, and Airbnb steps in through two processes: the Rebooking and Refund Policy for problems with the stay, which must be reported within 72 hours of discovery, and the Resolution Center for money requests, open until 60 days after checkout. Everything needs sign-in by the guest who booked. Report problems inside the app with photos while you are still there. Never pay a host outside Airbnb, even for a discount.\n\n## How complaints actually go\n\n- Reservation Issues (host cancels before check-in, no access, uninhabitable conditions, a listing significantly different from the ad) must be reported within 72 hours after discovery; Airbnb may refund in full or in part or help find a similar place. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868)\n- Resolution Center requests between guest and host can be submitted up to 60 days after checkout, and Airbnb can mediate if you cannot agree. [Airbnb: Resolution Center](https://www.airbnb.com/help/article/767)\n- Contacting Airbnb support requires sign-in; the contact page says \"Log in to contact us\" and has a separate entry for safety issues. [Airbnb: contact us](https://www.airbnb.com/help/contact_us)\n- Airbnb's U.S. Terms of Service require binding individual AAA arbitration after a 30-day Pre-Dispute Notice, with a class action waiver; small claims court is allowed. [Airbnb Terms of Service](https://www.airbnb.com/help/article/2908)\n\n## What tends to work\n\n- Report early and in writing: the 72-hour window for Reservation Issues runs from when you discover the problem, and only the guest who made the booking can report it. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868)\n- When a host cancels before check-in, Airbnb generally gives a travel credit unless you ask for a refund to the original payment method; ask for the refund. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868)\n- For a damage claim against you, the Terms say you are notified of the Damage Report and given an opportunity to respond before Airbnb Payments collects; use it to send your own evidence. [Airbnb Terms of Service](https://www.airbnb.com/help/article/2908)\n- Under Host Damage Protection, a host must try to recover a loss from the guest and notify Airbnb within 14 days of checkout, and file the payment request within 30 days of checkout. [Airbnb Host Damage Protection terms](https://www.airbnb.com/help/article/2869)\n\n## Traps and fine print\n\n- Cancellation refunds follow the listing's policy. For stays of 27 nights or fewer, Flexible refunds in full until 24 hours before check-in, Moderate until 5 days, Limited until 14 days and Firm until 30 days; Limited and Firm refund 50% from 7 days up to that limit and nothing inside 7 days. [Airbnb: cancellation policies](https://www.airbnb.com/help/article/475)\n- Airbnb Payments can charge the payment method used for the booking, or another one on file, to collect Damage Report amounts after notifying you in writing. [Airbnb Payments Terms](https://www.airbnb.com/help/article/2909)\n- Guests pay a service fee of 14.1% to 16.5% of the booking subtotal. [Airbnb: service fees](https://www.airbnb.com/help/article/1857)\n\n## By the numbers\n\n- ACSI 2026: Airbnb scored 79 out of 100, tied with Hilton for the highest lodging score, up from 78 in 2025. [ACSI: Lodging](https://theacsi.com/industries/travel/hotels/)\n\n## Scams that target customers\n\n- Airbnb says an unexpected request to pay outside Airbnb may be fraudulent, including from someone claiming to represent Airbnb; warning signs include requests for wire or bank transfer, cashier's checks, money orders, or PDF or paper invoices. Report it through Airbnb. [Airbnb: off-platform payments](https://www.airbnb.com/help/article/199)\n- Airbnb warns of fake emails from look-alike domains such as @bnb.com or @reservation-airbnb.com, and says it will never call to ask you to change your payout method or share one-time codes, passwords or payment details. Report fake sites at airbnb.com/report-phishing. [Airbnb: phishing](https://www.airbnb.com/help/article/971)\n- The BBB reports fake rental owners on Airbnb and Vrbo who offer a discount for paying by Venmo or Cash App, then disappear after the deposit. [BBB scam alert](https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam)\n- The BBB also reports hosts who move the booking to their own website; later the site disappears or the trip is cancelled with no refund. [BBB: vacation rental booking scams](https://www.bbb.org/all/consumer/scam/vacation-rental-booking-scams)\n"},"guide":{"key":"lodging","title":"Hotels and vacation rentals — how complaints work","last_verified":"2026-10-12","file":"guides/lodging.md","page":"https://escalate.alexgaoth.com/#/guides/lodging"}}