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Managing Airbnb comes with several challenges, and dispute management with guests is one of the common ones. You may get conflicts with your guests regarding refunds, last-minute cancellations, stealing any items from your property, and many more.
But how are you going to handle them? Of course, you can lose your temper, nor behaving rudely with your guests is a solution, which Airbnb also does not support. That is why there is an Airbnb dispute management policy.
If hosts and guests can not come to a solution on how to solve the particular problem, Airbnb comes forward to solve it. This is a good way to save your reputation, as guests may give a negative review out of frustration.
So, today we will be talking about what Airbnb dispute management is, the common disputes, so you can be prepared to handle them. If you do not get into this mess, then STR Assistance is here to help you as we have already helped many more other hosts like you.
STR Assistance: Airbnb Dispute Experts
We handle guest conflicts, claims, and compensation—so you can focus on hosting stress-free.
What Is Airbnb Dispute Management?
Airbnb dispute management is the process of handling problems or disagreements between hosts and guests during or after a booking. This usually happens through the Airbnb Resolution Center. It helps solve issues like property damage, refund requests, or extra charges. The process starts with the host and guest trying to work things out by messaging each other. If they can’t agree, Airbnb’s support team can step in to help find a fair solution.
Airbnb’s case managers review the evidence you and your guest provide. They check the Terms of Service and listing policies, and then make a final decision. That decision could mean issuing a refund, offering compensation through AirCover, or dismissing the claim.
Why does Airbnb dispute management matter?
- Protects your reputation as a host.
- Helps avoid negative reviews or comments.
- Satisfied guests may recommend Airbnb to others.
- Secure your money.
- Ensures fair resolutions.
- Improves guest communication, and the guest who complains can become a loyal customer.
- Effective dispute management shows you are concerned about the experience of the guests and makes them feel valued.
Common Airbnb Disputes Hosts Face
Common disputes Airbnb hosts face include guest damage, unauthorized guests, and late check-outs. Some hosts also experience difficulties with property damage, theft, and communication issues. More issues as a host you may face are,
- Guest Damage Claims
- Cleaning Complaints
- Missing or Broken Items
- Unjustified Refund Requests
- Security Deposit Issues
- Guest Complaints on Noise or Amenities
- Review & Rating Disagreements
Airbnb’s Resolution Center – How It Works?
The Airbnb Resolution Center is an online platform where hosts and guests can ask for help to solve problems related to a booking. These issues can be damage, payment disputes, or refund requests. It gives both sides a proper way to handle claims and sort out disputes.
It works as a middleman, letting both sides share their story. Airbnb always recommends trying to talk it out first through messages. If you can’t agree, you can go to the Airbnb Resolution Center and open a request.
You can do this within 60 days after the guest checks out. Just pick the right reservation, explain what happened, and enter how much money you’re asking for. Airbnb will notify the guest, and they’ll have 72 hours to respond. If the guest accepts, you will get the funds directly.
The Resolution Center helps protect hosts and guests from unexpected problems and financial losses.
Note: The Resolution Center doesn’t work for some hotel stays. In such cases, hosts need to solve the issue directly with the hotel.
Disputes at Different Stages of the Guest Stay
Disputes between Airbnb hosts and guests can arise at any point during the reservation—before check-in, during the stay, or after checkout. Each stage has its own common challenges and recommended resolution strategies:
Before Guests Arrive
Even before your guests step foot into your property, misunderstandings and conflicts can arise. From incorrect booking details to payment issues or early check-in confusion, many disputes start in the lead-up to a stay. Here’s how to prevent problems before they happen and ensure a smooth experience for both you and your guests:
Incorrect booking details
Sometimes, guests enter the wrong dates or number of guests during booking. Thus, it will create a confusing pricing issue.
The best way to prevent this Airbnb issue is to double-check the reservation as soon as it’s confirmed. Reach out to your guests and confirm the check-in/check-out dates, number of guests, and any special requests.
To avoid confusion later:
- Message your guests soon after they book to confirm key details
- Politely clarify any mismatched information
- If the guest made a mistake, suggest they modify the reservation or cancel within the free window
Payment issues
It can happen that a guest’s booking goes through, but the payment hasn’t cleared on Airbnb’s side. Whether it’s a technical glitch or a declined card, you and your guest will be in trouble, creating confusion.
To avoid this payment-related Airbnb conflict, wait until Airbnb confirms the booking. It should show it as “paid” before making any promises or sending check-in instructions.
Here’s what you can do:
- Do not offer early access or prepare the space until payment is confirmed
- If guests reach out asking why they haven’t received check-in info, remind them that payment must be processed first
- Refer them to Airbnb support if there’s a system error
Cancellation policy confusion
What if your guests don’t read the cancellation policy before booking? Then they expect a full refund even when it doesn’t apply. This often turns into a dispute when plans change.
To prevent this common Airbnb misunderstanding, highlight your cancellation policy clearly in your messages or house rules.
Here’s how to handle it:
- Gently remind guests of the cancellation policy they agreed to
- Refrain from issuing refunds outside Airbnb’s rules
- Recommend that guests contact Airbnb support if they feel there’s an exception
Misleading property photos or descriptions
Sometimes, guests feel the place doesn’t look like what they saw online. Even if you didn’t intend to mislead, you may use a high-resolution camera or even poorly lit photos. So it does not match with real-life property.
To avoid this type of Airbnb dispute, be as transparent as possible in your listing:
- Use recent, high-quality photos that reflect your space accurately
- Clearly mention the layout, size, amenities, and any quirks (like street noise or steep stairs)
- Avoid using wide-angle lenses or over-editing images
Host unresponsiveness
When the host does not respond quickly, guests start getting nervous, especially right before check-in. This kind of behavior can arise more complaints or even cancellation.
To avoid this, the best way is to stay responsive, mostly 24 hours before arrival. Airbnb loves hosts who are more active with the guests.
Here’s what helps:
- Use auto-replies for FAQs or set up scheduled messages
- Make sure your app notifications are on
- Let them know if you’ll be unavailable for a short time
Early check-in denial
Some of your guests may want to check in early. Whether it’s the case, chances are it’s not a good fit for you. The best way to nip this Airbnb conflict in the bud is to address it in your listing description.
To avoid early check-ins on Airbnb, make it very clear in your listing what time slots you allow and whether early access is possible. Inform your guests that:
- You cannot accommodate early check-ins due to cleaning schedules
- Or it’s only possible if the space is ready, and there might be an extra fee
- If you already mentioned this in your Airbnb listing, but the guest is unaware, politely decline the request
Lack of confirmation or communication
Sometimes, guests worry if they haven’t received check-in instructions close to arrival. If communication is vague or missing, they can become frustrated or create last-minute support tickets.
To prevent this issue:
- Schedule your check-in message to go out at least 24 hours in advance
- Include clear instructions, Wi-Fi info, and any self-check-in codes
- Let them know you’re available if they need anything
Pricing discrepancies
Guests may notice a different total amount on their receipt than what they saw while browsing. Whether it’s service fees, taxes, or weekend rate changes, pricing disputes can pop up before check-in.
To prevent confusion or complaints:
- Explain in your listing that nightly rates may vary by season or day
- Mention that Airbnb adds service fees and taxes automatically
- If a guest asks about the final price, remind them that the platform generates it
- Direct them to Airbnb support for a full breakdown if needed
During the Guest’s Stay
During the guests’ stay, hosts may face several disputes, such as a broken appliance or a noisy neighborhood. You need to prevent them cleverly. Here are some common ones,
Cleanliness issues
Sometimes, guests walk in and feel the space isn’t clean enough. Whether it’s dust, hair in the bathroom, or a missed trash can, these cleanliness complaints are common during a stay.
To prevent bad reviews or refunds:
- Share cleaning checklists with your team
- Ask your cleaner to send photos once the place is ready
- If a guest complains, respond quickly and offer to send someone to fix the issue
Broken amenities or appliances
If there is broken amenities and guests find out the coffee maker doesn’t work or the AC is broken. Even though it was listed as an amenity. This can quickly lead to disappointment.
Here’s what helps:
- Mention any out-of-order items before guests arrive
- Keep a list of backup solutions (like a kettle if the coffee maker breaks)
- If something breaks mid-stay, respond fast and let them know when it will be fixed
Noise complaints
Guests may complain about loud neighbors, traffic, or even other guests in shared spaces. Unwanted noise can ruin a relaxing stay.
You can:
- Mention nearby noise sources like bars, roads, or construction
- Provide earplugs if the area is usually noisy
- If neighbors complain about your guests being too loud, remind guests of your quiet hours
Unauthorized guests
Your Airbnb guests may invite people over without asking. This can create safety concerns, extra cleaning, or damage risk.
You can:
- Mention there’s a guest limit, and extra guests are not allowed without permission
- Use security cameras outside (if allowed by Airbnb policy) to monitor check-ins
- If you notice unregistered guests, kindly remind them of the rules and involve Airbnb if needed
Safety or security concerns
It is common if your guests don’t feel safe. It can happen that maybe a door won’t lock, the entrance feels too dark, or a neighbor gives off bad vibes.
On your part, you should secure your property and mention your safety features in the listing.
Make sure to:
- Install working locks, motion lights, and smoke detectors
- Highlight these in your listing for peace of mind
- If guests report concerns, respond immediately and take them seriously
Host or guest behavior conflicts
Either the guest or the host says something that causes tension. Maybe the guest is too demanding. Maybe the host’s message sounds cold. Misunderstandings happen.
To avoid this:
- Keep your communication friendly, even when setting rules
- Don’t take things personally, focus on solutions
- If things escalate, involve Airbnb support and document everything
After the Guest Leaves
When the guests depart and you start checking your property, you may find some broken or stolen items. There are more disputes which are very common, and you need to understand how to handle dispute management properly.
Damage claims
What will happen if you see your Airbnb guests leave behind broken items? You may find out cracked dishes, stained linens, or damaged furniture. If they deny it, it can turn into a dispute.
Here’s what helps:
- Report the damage within Airbnb’s 14-day window
- Provide clear proof like photos, receipts, and repair quotes
- Be polite but firm when explaining the situation to the guest
Lost or stolen items
A guest may forget something. Or worse, takes something that doesn’t belong to them. It could be a missing towel or even a stolen appliance.
To avoid this kind of Airbnb dispute:
- Keep a basic inventory checklist for items like decor, towels, remotes, etc.
- After each stay, have your cleaner check for missing or left-behind items
- If something is missing, contact the guest first in a friendly tone
Extra charge disputes
Sometimes, guests are surprised by extra fees, like cleaning charges, pet fees, or costs for broken items. If they weren’t expecting it, they might push back.
Here’s what works:
- Mention all extra fees upfront (early check-in, pets, extra guests, etc.)
- If you submit a charge after the stay, include clear proof
- Keep your tone respectful and focused on facts
Late check-out issues
Some guests leave an hour or more past the check-out time. This can mess up your cleaning schedule or even delay your next guest.
Here’s how to stay ahead of it:
- Send a friendly reminder the night before check-out
- Mention fees for late check-outs (if applicable)
- If they still delay, document it and inform Airbnb of any consequences
Security deposit disagreements
Your rental guests can get upset if part of their security deposit is withheld for damages. Even with proof, it can feel personal to them.
To reduce the chances of this Airbnb dispute:
- Only charge for actual, provable damage
- Send detailed evidence with your claim, photos, receipts, etc.
- Avoid emotional language, stick to facts
False reviews
You may see a guest leave a review that doesn’t match what happened. Maybe out of anger over a fee or rule enforcement.
To manage this kind of Airbnb conflict:
- Reply to the review politely and professionally, clarifying the facts
- Don’t accuse or argue, just explain your side
- If the review violates Airbnb’s policy (e.g., threats or lies), report it for removal
Dispute over refund eligibility
Sometimes, guests ask for a refund after leaving. They may say the place wasn’t clean, the listing was misleading, or the issue wasn’t fixed. Even if they never mentioned it during the stay.
To avoid this Airbnb issue:
- Keep a solid communication trail during the stay
- Always offer solutions when a problem is reported
- If a refund claim comes later, explain what actions you took
What to Do If an Airbnb Guest Damages Your Property
If a guest damages your property, you should start messaging them through the Airbnb platform. Try to stay polite and explain what happened. Ask them to acknowledge the issue. You should take clear photos or videos of the damage right away. Also, keep any receipts or invoices. If the damage is serious, get a professional to give you a repair estimate.
Also, there is the AirCover for hosts to handle such damage. This includes $3 million in damage protection and $1 million liability insurance. This is free and automatically included. If the guest doesn’t pay for the damage, you can file a claim through Airbnb’s Resolution Center within 14 days of their checkout. To do this, submit your proof (photos, receipts, and cost breakdowns) for Airbnb to review.
For future bookings, consider increasing your security deposit. Also, set stricter house rules and check guest reviews and profiles more carefully to reduce the risk of damage.
Step-by-Step Guide: How to Win a Dispute as a Host
Winning a dispute on Airbnb needs a proper step to follow. In STR Assistance, our Airbnb virtual assistants are experts in Airbnb Dispute Management. Here is how they do it,
Step 1 – Communicate Through Airbnb Only
Our Airbnb VAs start by talking to the guest using Airbnb’s messaging system. This helps to keep everything on record. So, if there’s a dispute later, Airbnb can see the conversation, which is solid proof. So, never take the chat outside the platform, like WhatsApp or phone calls, because Airbnb won’t accept those messages as proof.
Step 2 – Collect Strong Visual Proof (Photos, Videos)
The VAs will give you a reminder to take clear photos or videos of any damage or issue as soon as you notice it. You need to capture the damage from different angles. So it shows the full item or area. If possible, include photos from before the guest arrived to show the difference. The VAs also give a reminder to you on this. Also, save receipts or invoices for damaged items.
Step 3 – Submit A Claim within Airbnb’s Deadline
After that, we submit the claim through Airbnb’s Resolution Center within 14 days of the guest’s checkout. Or before the next guest checks in, whichever comes first. The VAs don’t wait too long. The VAs recheck if they have added all the proof (photos, videos, receipts) and include a clear breakdown of the repair or replacement costs.
Step 4 – Be Clear, Respectful, and Precise In Your Message
Do not worry about your guests because while writing the messages, our VAs stay respectful, keep it simple, and professional. They clearly mention the damage, how it happened, and what the cost will be to fix it.
How to Prevent Airbnb Disputes Before They Happen
Wouldn’t it be better if you tried to prevent Airbnb disputes before they happen? Here are some of the points we are mentioning, such as writing an accurate description and clear communication with the guests. All this will help you to prevent any kind of unwanted situation.
Write Accurate Listing Descriptions
Firstly, make sure your Airbnb listing is 100% honest and clear. You do not need to overpromise or hide things. Mention all important details from the size of the space, number of beds, stairs, nearby noise, or any shared areas.
Always use up-to-date photos that match what the place looks like now. Be honest with the information about no air conditioning or if the Wi-Fi is limited. With clear information, guests are less likely to complain or ask for refunds.
Set Clear House Rules and Expectations
Add simple but clear house rules to your listing. Mention what the guests are allowed to do and what they are not. For example, if parties, pets, or smoking are not allowed, write that clearly.
Next, highlight quiet hours, check-out time, and cleaning instructions too. You can even add these rules as printed signs in your home to remind guests. With a detailed Airbnb guidebook, you’ll have fewer misunderstandings.
Use Check-in/Check-out Inspection Checklists
With a checklist, you can keep track of your property’s condition before and after each stay. Before guests arrive, you can take a walk on your property and take some notes on the cleanliness, working appliances, furniture condition, and other.
If you have time to take photos and videos, do that, as you will have strong proof. Then, when the guests check out, you can match with the old photos by taking new ones. This is an easy way to spot new damage.
If you have the note or checklist, you can share it with your guests. So they can check based on that if everything is ok or not.
Communicate Proactively With Guests
Good communication solves most problems before they even begin, Also, Airbnb wants a good relationship between hosts and guests with clear communication.
You can send a friendly welcome message before check-in. Mention the key info such as Wi-Fi password, how to enter, check-out time, and your house rules.
During the stay, check in with a quick message to see if they need anything. If guests feel supported, they will also act friendly if anything goes wrong.
How STR Assistance Handles Disputes on Behalf Of Hosts
Dispute management is tricky, as you need to be very patient and clever enough to handle your guests. Some may intentionally give negative reviews, or some may not want to refund for the damaged items. To handle all these, you need to know the rules of how Airbnb dispute management works, and also keep a good check on your property. While all these are time-consuming and a hassle, indeed, our Airbnb VAs have already handled several disputes very effectively.
Our VAs are well aware of the common disputes that often occur on Airbnb, and they have the proper knowledge on how to handle them. Starting with communicating with the guests to contacting Airbnb, we handle all of it for Airbnb hosts.
So, you can delegate your extra stress to us and only focus on increasing your rental business. Besides, if you want us to handle all your Airbnb management tasks from booking to your guests’ departure, STR Assistance is here to work like your partner.
FAQs on Airbnb Dispute Management
Stick to your cancellation policy. If it’s non-refundable, explain that kindly. If it's flexible, offer what you can. Let Airbnb step in if needed.
Set clear house rules. Use security cameras at the entrance (within Airbnb policy). Monitor noise levels and limit guest count in your listing.
Respond quickly. Apologize and offer to fix the issue right away. If it’s serious, consider a partial refund or involve Airbnb support.
Only in certain cases, like emergencies or if the listing was very different from what was promised. Airbnb decides based on its refund policy.
Collect proof (photos, receipts) and submit a claim through Airbnb within 14 days. Be clear and polite when explaining the damage.
Airbnb will review both sides. Share all your evidence and messages. Stay professional and let Airbnb handle the final decision.
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