If you host on Airbnb, it’s important to accept that there might be some sticky situations. Maybe it’s a guest accidentally breaking some dishware. Or maybe it’s a small mishap on your behalf that causes discomfort for guests. Whatever the issue, the Airbnb Resolution Centre allows room to make up for mistakes.
The Airbnb Resolution Centre is a platform that allows Airbnb guests and hosts alike to do two things:
Here’s a breakdown of the two scenarios from a host’s perspective.
When there has been damage or disregard of house rules. For instance:
All of these scenarios can warrant a justified claim with the Resolution Centre.
You should ask yourself:
On the other hand, you may have home issues that inconvenience your guests’ stay.
This is a smart thing to do when you’ve caused some sort of inconvenience to a guest, big or small. Things like:
Send reimbursement to guests so that they recognise your commitment to their comfort. Even if the guest later tries to open a claim and request more money, it’s a strong rebuttal when a host shows they’ve tried to compensate for the discomfort that occurred.
So now that you have an idea about the basics, let’s get into the knitty-gritty, shall we?
If we had to guess some of your questions still unanswered, we think they’d be something like:
Yes, there is, and always remember that the quicker the issue is claimed, the easier it is to resolve.
As far as numbers are concerned, here's what you should remember:
This depends on the severity of the resolution claim. If it’s something small like...
...then it should take 5-7 business days from the date it was resolved. However, in larger cases that require receipts, pictures and documentation for damages or repairs, this could take over a month depending on how urgent the case is.
For any case that involves:
1. Requesting a large amount of money
2. One party refusing to comply
Airbnb brings in their 'peace officers,' if you will. We call them Case Managers and here's why they're helpful:
Side note: It is also very important to follow up with case managers (calling is highly advised) as they do have heavy case loads.
Keep calm and prepare your evidence. This doesn’t happen often, but you may find the guest trying to cancel or get money back due to their own misaligned expectations. In this case, be sure to have as much documentation as possible.
It is also very important to reach out to guests trying to resolve the issue and offer your condolences that they haven’t had a 5-star experience. This will show your Airbnb case manager that you put in effort to make your guests comfortable and will help support your argument down the line. Stay composed, respond professionally and trust your case manager, they know a false claim when they see one.
Using the Resolution Centre at the right time can drastically make a host’s life easier. Whether it be to expedite the process of fixing damages from guests or to quickly alleviate a problem caused on your end. It’s a tool that has the potential to salvage a possible dent in your Airbnb hosting reputation and, luckily, our Account Managers are well versed in proper usage of it.