Last Updated on August 22, 2020 by Lucienne
This guide to the Airbnb Resolution Centre is part 3 of my 3-part story of the worst Airbnb guests ever.
In Part 1 and Part 2 of this story I shared my experience of the worst Airbnb guests ever and the 6 lessons I learnt from them. Fortunately, and thanks to the Airbnb Resolution Centre, my story had a happy ending. I was able to claim back the damages our Cosy Garden Cottage suffered.
I hope the steps below may help should you as a host find yourself in the same predicament with a guest.
How to make a request for additional money in the Airbnb Resolution Centre
I thought I would include some point and click instructions on how to put in a request for additional money for a booking. I am sure there are many ways to do this, but these are the steps that I followed:
- Go to your calendar and click on the booking that you would like to claim against.
- Scroll right to the bottom of the booking information and click on ‘Send or Request Money’.
- This takes you to the resolution centre where you can ‘Send money’ or ‘Request money’. Click on ‘Request money’.
- Here you can choose to request money for ‘Damaged or missing items’, ‘Extra services’ or ‘Other trip related issues’.
I used the third option when I was trying to claim money for the additional pax for the two nights. I would say this is a last resort if you have been silly like me and only noticed that the booking was incorrect on checkout day. The extra services option is also quite useful if you have anything extra like breakfast or transport or a spa treatment to charge for. Handy if you don’t have your own credit card machine like me. I chose ‘Damaged or missing items’ for my second request for money.
- On the next screen you enter the details of what was damaged or went missing, how old it was (I did a rough estimate here) and how much you spent to replace/repair it. You also need to choose an option to show how you arrived at the amount you are claiming. The options are: Already paid to repair or replace, Received and estimate, Found same product online, I’m guessing. For each option Airbnb asks for additional information see below.
- On the next screen you upload all your photographic evidence of the damage as well as all your slips of money that you spent to replace/repair the items. Make sure you have loads of photos to upload!
- Give your claim a detailed review to ensure all your damaged items are included. You are now ready to submit your claim.
How to send money through the Airbnb Resolution Centre
If you haven’t gathered from the previous steps already one can also send money to a guest. This would be useful where someone has made a cancellation and you want to give a refund despite your cancellation policy.
- Go to your calendar and click on the booking that you would like to refund.
- Scroll right to the bottom of the booking information and click on ‘Send or Request Money’.
- This takes you to the resolution centre where you can ‘Send money’ or ‘Request money’. Click on ‘Send money’.
- Next you can select your reason for sending money. ‘Unclean or inaccurate listing’ (not sure why you would choose this option for your own listing?) or ‘Other trip-related issues’.
- On the next screen you put in the amount that you would like to refund and a note to the guest. You will notice that Airbnb gives you a maximum that you are able to refund which will be no more than what you received for the booking in question.
- Check the detail of your refund before you hit ‘Send’. You are now ready to submit your refund.
To end off…
I hope that dreadful guests like these will never force you to use the resolution centre tool. If you do find yourself in a predicament, I hope this post will be useful in helping you to deal with your guest.
Have you had terrible guests before? What did you do to resolve your problems? I’d love to hear from you in the comments below.
If you want to read the full story about my worst guests ever you’ll find Part 1 and Part 2 in the links below:
Part 1: The Worst Airbnb Guests Ever
Part 2: 6 Lessons Learnt From The Worst Guests Ever
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