---
company: airbnb
title: Airbnb — how complaints actually go
last_verified: 2026-10-12
---

## In short

Each 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.

## How complaints actually go

- 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)
- 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)
- 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)
- 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)

## What tends to work

- 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)
- 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)
- 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)
- 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)

## Traps and fine print

- 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)
- 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)
- 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)

## By the numbers

- 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/)

## Scams that target customers

- 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)
- 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)
- 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)
- 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)