Airbnb Resolution Center Tips for Hosts

The Airbnb Resolution Center exists to solve issues that can arise with your stay.  Unfortunate events such as damages or disputes between hosts and guests can be addressed with the Airbnb Resolution Center.  There is a formal process for submitting and responding to messages with the Resolution Center and following the correct procedure can make all the difference when you make your case.  Here are some tips for hosts using the Airbnb Resolution Center!

Airbnb Resolution Center Tips for Hosts - Best Airbnb Hosting Tips

In my years as an Airbnb host, I have used the Airbnb Resolution Center a few times.  I have also been successful in recouping expenses for damages for things such as ruined towels, soiled bedding, and even broken beds.  A successful claim with the Resolution Center can be done, but you must remain professional and have your documentation in order!

Airbnb Resolution Center Tips for Hosts


Document Everything!

Documentation is absolutely critical.  Sending your messages to guests using the Airbnb message system is the only communication that Airbnb can rely on for evidence.  If a guests calls you about an issue, make sure you send a follow up message through Airbnb to document the conversation.  This is important to do before any issues may arise!


Take Pictures of any Damages

If you notice damages in your home, take pictures immediately!  If you let damages sit in your home for days, you will have less leverage against the guests who caused them.  Take these pictures right away and prepare to open a case in the Resolution Center.


Open a Case in the Airbnb Resolution Center Before the Next Guest Arrives

You absolutely must open a case in the Airbnb Resolution Center prior to your next guests checking in.  If you do not do this, Airbnb cannot determine which guests cause the damages and you will likely not receive compensation.

Submit Receipts for Actual Expenses

If you have had to replace items or pay for professional services such as plumbers or contractors to remedy the damages caused by your guests, having the actual receipts will strengthen your claim.  Submit these receipts with your initial Resolution Center request if at all possible.  If you don’t have these receipts at the time your submit your request, save them!


Involve Airbnb if the Guest Doesn’t Respond

You and your guest will have 72 hours to resolve the dispute on your own.  After this time period, you can opt to get Airbnb involved.  If the guest does not respond at all within 72 hours, you can still involve Airbnb in the dispute.  If you do involve Airbnb, having all the documentation and pictures mentioned above will help you make your case!


Be Professional and Objective

You won’t get anywhere by getting angry and accusatory.  Stay objective and professional with all your messages and conversations with the guest and the Airbnb case manager.  Your calm and steady demeanor will demonstrate that you are true professional.  You won’t win any favors by being aggressive!

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