To file a complaint against Airbnb, start inside the platform — use the Resolution Center for refund requests or contact Airbnb Support for safety and policy issues — and report the problem within 72 hours. If that doesn’t resolve it, you can dispute the charge with your credit card, file with consumer protection agencies, or take the matter to small claims court or arbitration.
Which path fits depends on what you want: money back, a safety report on the record, or legal pressure after Airbnb has failed you.
Document the Problem Before You Do Anything Else
The strength of every complaint below rests on what you can prove. Build the file in real time, not from memory a week later.
- Booking confirmation with your reservation number, dates, and total paid.
- Screenshots of the original listing, including photos and the amenities description. If the place doesn’t match what was advertised, this is your strongest evidence.
- Time-stamped photos and video of the actual problem: cleanliness, broken items, safety hazards, missing features.
- Screenshots of every message with the host through Airbnb’s platform. Messages sent outside the app are harder to verify later.
- A written timeline of check-in, when you discovered the problem, and every interaction that followed.
You’ll need this same file whether you’re asking Airbnb for a refund, disputing a charge with your bank, or standing in front of a small claims judge.
Report Within 72 Hours
AirCover for guests is Airbnb’s guest protection program. It applies when the host cancels before check-in, you can’t access the property, the listing is significantly different from what was advertised, or you feel unsafe during your stay. In those situations Airbnb will help you find a comparable place or issue a full or partial refund.1Airbnb Help Center. AirCover for Guests and Travel or Stay Protection Insurance
The deadline is what trips people up. You must report the issue to your host or to Airbnb within 72 hours of discovering it. Walking into a filthy rental at 9 p.m. and deciding to deal with it tomorrow starts the clock, not pauses it. Airbnb’s policy says late reports may still be considered if you can show timely reporting wasn’t feasible, but treat that as an exception, not a plan.2Airbnb Help Center. Rebooking and Refund Policy for Homes
Request a Refund Through the Resolution Center
The Resolution Center is Airbnb’s built-in tool for asking a host for money. Go to airbnb.com/resolutions, pick the reservation, and choose “Request money.”3Airbnb Help Center. If You Have a Problem or Issue During Your Reservation Select a reason, enter the amount, and upload your photos or screenshots.
The host can accept, decline, or counter. If they don’t respond or you can’t agree, click “Get Help” from the reservation page to bring Airbnb in. A case manager then reviews both sides and makes a final decision.3Airbnb Help Center. If You Have a Problem or Issue During Your Reservation
Hosts who decline rarely change their minds through more messaging. If negotiations stall, escalate to Airbnb sooner rather than later.
Contact Airbnb Support for Safety and Policy Issues
Not every complaint is about money. Report safety concerns, policy violations, or urgent problems directly to Airbnb Support. That includes a host pressuring you to pay outside the platform, harassment, or discovering an undisclosed surveillance camera.
The Help Center’s “Contact Us” section offers live chat and messaging. For time-sensitive problems like a last-minute cancellation, calling is faster. The U.S. number is 1-844-234-2500.4Airbnb Help Center. Contact Airbnb Customer Service for Help Have your reservation details ready.
For safety issues during a stay, Airbnb operates a 24-hour safety line accessible through the app. If your physical safety is at immediate risk, call local police or emergency services first; the safety line is for concerns that aren’t immediately life-threatening and connects you with a specialized support team.5Airbnb Help Center. Promoting the Safety of Our Community
Dispute the Charge With Your Credit Card
If Airbnb’s internal process doesn’t resolve the complaint, a chargeback is another avenue. Under the Fair Credit Billing Act, you have 60 days from the billing statement date to dispute charges over $50 for undelivered or unacceptable goods and services.6Legal Information Institute (LII) / Cornell Law School. Fair Credit Billing Act (FCBA) A rental that was nothing like the listing fits that category.
Contact your card issuer to open the dispute and provide your documentation: listing screenshots, photos of the actual conditions, and records showing you tried to resolve it with Airbnb first. The bank investigates and can take up to 90 days to resolve the claim.
One trade-off to know. Airbnb treats chargebacks seriously, and filing one can result in your account being suspended or permanently deactivated. Use this after Airbnb has clearly failed, not as a first move.
Escalate to Consumer Protection Agencies
When Airbnb’s channels don’t produce a result, outside organizations add pressure and create a public record.
Better Business Bureau
Filing at bbb.org creates a formal record and prompts a direct response. Search for Airbnb, submit a complaint describing the problem and the resolution you want, and the BBB forwards it to the company for a response, typically within one to two weeks. Most complaints close within about 30 days.7Better Business Bureau. How BBB Complaints Are Handled The BBB can’t enforce anything, but companies often respond faster because the complaint sits on their public profile.
Federal Trade Commission
Report deceptive or unfair business practices at ReportFraud.ftc.gov. The FTC doesn’t resolve individual disputes or recover your money, but it collects complaints and shares them with law enforcement partners. Patterns of similar complaints feed enforcement action.
State Attorney General
Your state attorney general’s consumer protection office has actual enforcement authority over unfair or deceptive practices. Responsiveness varies by state, but filing establishes a record and can prompt outreach to the company. Look for the consumer complaint form on your state attorney general’s website.
Small Claims Court or Arbitration
If your loss is large enough to justify legal action, Airbnb’s terms leave you two paths.
Small Claims Court
Airbnb’s terms of service explicitly preserve the right to bring disputes in small claims court as an alternative to arbitration.8Airbnb Help Center. Terms of Service for Users Outside of the EEA, UK, and Australia Small claims courts handle low-dollar disputes without lawyers. Maximums vary by jurisdiction but typically fall between $5,000 and $10,000. Filing fees generally range from around $30 to $100. You present your evidence to a judge.
Mandatory Arbitration and the Opt-Out Window
For disputes above your local small claims limit, Airbnb requires binding arbitration rather than a traditional lawsuit. As of early 2026, Airbnb uses the American Arbitration Association, and proceedings are confidential.9Airbnb Help Center. About the Updates to Our Terms Any judicial proceedings outside small claims must be brought in state or federal court in San Francisco.8Airbnb Help Center. Terms of Service for Users Outside of the EEA, UK, and Australia
You can opt out of the arbitration agreement, but the window is short. New users have 30 days from first accepting Airbnb’s terms. Existing users get 30 days from receiving notice of changes to the arbitration terms. Miss the window and you’re bound by it. Send the request through Airbnb’s contact page or by email with the subject line “Arbitration Opt-Out Request.”
Reporting a Neighbor’s Airbnb Listing
If you’re not a guest or host but live near a short-term rental causing noise, parties, or other disturbances, Airbnb has a separate Neighborhood Support page at airbnb.com/help/article/3290.10Airbnb Help Center. Neighborhood Support For an ongoing disturbance, request a callback. For general concerns, use “Report a concern” to send a message; Airbnb investigates and follows up by email. Have the property address or listing link ready.
Airbnb’s response is only part of the picture. If the rental is violating local noise ordinances, zoning rules, or operating without required permits, your local code enforcement office or non-emergency police line is often more effective. Many cities and counties have specific short-term rental regulations, and code enforcement can issue fines or shut down unlicensed operations.