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Hosts Beware: How to Prevent and Handle Airbnb Guest Refund Requests

As an Airbnb host, the last thing you want is to have guests cancel their reservations and ask for a refund. Not only does it disrupt your business, but it can also result in negative reviews that could harm your reputation.


By Derick Hargrave

Published on March 19, 2023

With the right approach, you can prevent refund requests from happening in the first place and effectively handle them when they do occur. In this article, we’ll explore some common reasons why guests may ask for a refund, how to avoid refund requests as a host and the steps you should take when processing an Airbnb guest refund.

Situations Where Airbnb Guests Should Request a Refund

Several conditions may warrant an Airbnb guest to ask for a refund during their stay, including:

  • If the listing was misrepresented, with significant discrepancies between the description, photos, and the actual property. 
  • Unsanitary or unsafe living conditions, such as pest infestations, mold, or hazardous structural issues. 
  • Essential amenities promised in the listing are missing or non-functional, such as heating, air conditioning, or Wi-Fi. A guest may be eligible for a refund. 
  • A refund may be warranted if the host cancels the reservation shortly before check-in or fails to provide access to the property. 
  • Lastly, suppose a guest experiences extenuating circumstances that prevent them from completing their stay, such as a natural disaster, severe illness, or a death in the family. In that case, they may qualify for a refund under Airbnb’s extenuating circumstances policy.

Essential Amenities Every Airbnb Host Should Provide for Guests

As an Airbnb host, it is essential to provide specific amenities to ensure a comfortable and enjoyable stay for your guests. 

  • Basic toiletries such as soap, shampoo, and toilet paper must be provided. Guests should not have to purchase these essential items themselves. 
  • Guests must be provided with clean bedding, towels, and linens. Hosts must ensure these are freshly laundered and free from stains or damage. 
  • A minimum of one pillow and towel is required per guest.
  • Hosts must ensure that smoke detectors, carbon monoxide detectors, and fire extinguishers are available and functional. 

In addition to the necessary amenities, there are several other items that most guests expect to be provided during their stay.

  • A reliable and stable internet connection. Hosts must ensure that Wi-Fi is available and accessible throughout the property. 
  • If there is a kitchen, essentials such as cookware, utensils, and dishes should be provided, along with a refrigerator and stove.
  • Hosts should also provide hangers for clothes and a place to store luggage.
Written by

As a content writer passionate about travel and hospitality, I have a unique perspective on short-term rentals. With years of experience creating engaging, informative content for various clients, I enjoy communicating the benefits and appeal of short-term rental properties. I've been an Airbnb host for the last three years, consistently providing my guests with a high level of hospitality.