What Is the Airbnb Resolution Center?

The Airbnb Resolution Center is the Airbnb tool where hosts and guests send or request money tied to a stay, service or experience. It handles refund and payment requests, and hosts also use it to ask a guest to pay for damage before turning to Host Damage Protection (Airbnb Help Center, article 767) (Airbnb Help Center, article 279).

Last updated: November 2026

How the Airbnb Resolution Center works

For damage caused by a guest, the host files a reimbursement request in the Resolution Center within 14 days of that guest's checkout, backed by photos or videos, repair or cleaning estimates, or receipts (Airbnb Help Center, article 279). The guest then has 24 hours to respond. If the guest declines or does not pay, the host can submit a reimbursement request under Host Damage Protection (Airbnb Help Center, article 279).

That second step runs through the same tool, since the Host Damage Protection payment request form is filed via the Resolution Center (Host Damage Protection Terms (Airbnb)). Airbnb said hosts can track a damage claim from submission through payout (Coverager). What the protection itself pays for, and what it leaves out, is the subject of AirCover for Hosts.

Guest complaints follow a different path, set by the Rebooking and Refund Policy for homes. A guest must report a Reservation Issue, such as a host failing to provide access or an advertised amenity that is missing, within 72 hours of discovery (Rebooking and Refund Policy for homes (Airbnb)). Airbnb lengthened that window from 24 hours to 72 hours for bookings made from April 29, 2022 (Skift, Mar 2022).

A single stay can therefore produce requests in both directions: a guest reporting a problem early in the trip, and a host asking for money after checkout, each with its own short deadline that starts at a different moment.

Why it matters for hotel distribution

Some of the Resolution Center's rules depend on how a listing is set up and connected. Mandatory fees that appear only in the listing description at the time of booking are not enough to collect, so a property that sends rates and fees to Airbnb from a channel manager or property management system needs each mandatory charge, such as a cleaning fee, to reach Airbnb as part of its pricing rather than as listing text (Airbnb Help Center, article 767).

Security deposits work the same way. Only select software-connected hosts can charge one (Airbnb Help Center, article 767). A host without that kind of connection depends on the request and Host Damage Protection steps above to recover damage costs after checkout. The deposit rules themselves are covered under Airbnb security deposit.

Hotels have one more thing to check. The Resolution Center may not be available for some hotel stays, so a hotel selling rooms on Airbnb should confirm which support path covers its listings before it plans to collect extra charges this way (Airbnb Help Center, article 767).

Each channel also runs its own version of this process. Who starts a damage claim, and who decides it when the two sides disagree, differ between Airbnb and Booking.com, as the table below shows. A property selling on both needs to know which set of rules applies to which booking.

Airbnb Resolution Center compared with related tools

 Airbnb Resolution CenterHost Damage Protection (Airbnb)Booking.com damage claim
Who starts itHost or guestHostThe property, through the Booking.com platform
First stepA request to the other side, which stays open until they respondHost tries to resolve the damage with the guest within 14 days of checkoutBooking.com passes the claim to the guest to comment, agree or disagree
If the two sides disagreeEither side can ask Airbnb to mediateHost files the payment request form via the Resolution Center within 30 days of checkoutBooking.com intervenes only if no agreement is reached
LimitRequests are due within 60 days of checkout, or of the end of the service or experienceNo cover for losses above USD 3,000,000 from any one stayBooking.com closes the claim if it finds the guest's rejection valid

Table sources: Airbnb Help Center, article 767 Airbnb Help Center, article 4291 Host Damage Protection Terms (Airbnb) Booking.com Damage Policy Notice

Frequently asked questions

Where is the resolution center on Airbnb?
On the web, the Resolution Center is at airbnb.com/resolutions, and Airbnb's help article on the Resolution Center links straight to it with the line "Go to the Resolution Center to open a refund or payment request." Hosts and guests use the same page, and it covers services and experiences as well as stays.
How do you contact the resolution center?
Contact runs through the request itself: the other side answers it, and Airbnb can be brought in to mediate. The help articles describe the timing two ways. One presents mediation as an option once host and guest have not come to an agreement; another says either person can ask Airbnb to step in at any time. A party asked to respond to a mediation request has 1 hour.
What does the resolution center not handle?
Two things stay outside it. The Resolution Center does not handle review mediation, so a host who disagrees with a review has to raise it outside this tool. Reservation alterations go through a separate tool, Change reservation, which must be used for those changes instead of a payment request.
What happens to a host's payout when a guest is refunded?
When a guest is refunded under the Rebooking and Refund Policy for homes, the host receives no payout, or a payout reduced by the amount refunded to the guest. Hosts can dispute the guest's claim that a Reservation Issue happened, for example a report that the host did not provide access to the property.

Related terms

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Where Jetstream fits

Fees, deposits and refunds on Airbnb all depend on details that start in a property's own systems. Jetstream builds an AI channel manager that connects a property's systems to the channels where guests book, and keeps rooms, rates and availability accurate on each one, managed from one place.

See Jetstream's AI channel manager Book a demo