What to say
How to reply when an Airbnb guest asks for a refund
A guest has asked for some or all of their money back, during the stay or after it.
You want to be fair, protect yourself and keep the review out of it.
What is usually going on
Refund requests are usually about one of three things: something genuinely went wrong, the place was not what they pictured or their plans changed and they hope you will cover it. The first deserves a fast fix and sometimes money back. The second needs facts and photos. The third is what your cancellation policy is for. In every case reply quickly, keep the conversation in Airbnb messages and send any money through the Resolution Centre so there is a record on both sides.
Replies by what you want to happen
Fix the problem first
I'm really sorry about the [issue]. I'm sending someone over by [time] today to sort it. Could you send me a photo so I can brief them?
Thanks for telling me straight away. Can you send a photo of the [issue]? I'll get it fixed today.
That shouldn't have happened. I'll have it sorted by [time]. If it isn't, we'll talk about a partial refund.
Most guests want the problem gone more than they want money. A fast fix often ends the request.
Offer a fair partial refund
I'm sorry the [issue] spoiled your first night. I'd like to refund £[amount] for that night through the Resolution Centre.
Given the [issue] I'm sending a refund of £[amount]. I hope the rest of your stay is much better.
I can't refund the whole stay as the issue was fixed on day one but I'll refund £[amount] for the inconvenience.
Tie the amount to the impact. It reads as fair rather than as a bargaining position.
Hold your cancellation policy kindly
I'm sorry your plans have changed. The booking is under the [policy] cancellation policy so I'm not able to refund these nights. If I manage to rebook the dates I'll let you know.
I understand this is disappointing. The listing and photos show [feature] as it is, so I won't be offering a refund. I'm happy to help with anything else during your stay.
If you'd like to take this further you can open a request through Airbnb's Resolution Centre and they'll review it.
Calm and specific. Point to the policy, not to the guest's character.
What not to send
- A refund agreed off the platform by bank transfer. There is no record if the guest later disputes it.
- An argument about the facts before you have seen photos. If they are right, you have called them a liar in writing.
- Any hint that a refund depends on the review they leave. It reads as a bribe and platforms treat it that way.
- A blanket "no refunds" before you know what went wrong. If it was your fault, it is the line that ends up in the review.
- A reply written in anger late at night. Answer quickly and calmly.
Questions
Do I have to give an Airbnb guest a refund?
Not for a change of plans covered by your cancellation policy. If something was genuinely wrong with the listing, the guest can raise it with Airbnb, so it is usually better to fix the problem and agree a fair partial refund yourself than to have it decided for you.
How do I send a partial refund on Airbnb?
Use the Resolution Centre to send money to the guest against the reservation. It keeps a record on both sides. It also means the refund is tied to the booking rather than a separate transfer that nobody can verify later.
What if the guest threatens a bad review unless I refund?
Stay factual and do not trade money for a review. Airbnb's review policy does not allow reviews to be used as leverage, so you can report the message. Keep your replies short and polite because they may be read by someone at Airbnb.
How quickly should I reply to a refund request?
Within the hour if you can during a stay. Speed is most of what makes a guest feel taken seriously. If you need time to check something, say so and give them a time you will come back by.
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