Questions and Answers
This page is dedicated to provide you the most frequently asked questions by Professional Hosts across ANZ. We hope that this will easily help you find the answers you are looking for so that you are able to troubleshoot quickly.We ask you to use this as your one-stop-shop prior to contacting our team for further support.
Payments and Payouts
I'm facing issues trying to change my payout method on my account.
Our trust team has added an additional layer of friction to prevent bad actors from changing your payout method without authorization.You may see an error message pop up when trying to update your payout method. Contact your account manager or click on the "Contact us" button to get in touch with the Trust ops team for assistance. They will be able to unlock the friction for 24 hours.
What do I do when I see overdue payouts?
Airbnb typically releases the payout 24 hours after the guest’s scheduled check-in time. If your guest is staying for 28 or more nights, payouts for that reservation are released monthly.If you see a payout under 'upcoming payouts' that has not been paid out, even after 24 hours of the guest’s scheduled check-in time, you can raise a ticket with Airbnb Customer Support to chase for the payout status.If you happen to identify any payout that has yet to be reconciled, you are urged to contact Airbnb Customer Support to investigate.
My payouts are paused! Why am I being asked to verify my account details?
This sounds like you are enrolled in our mandatory process called Know Your Customer (KYC). It is regulatory requirement to help protect our community from fraud and to prevent money laundering and terrorist financing.We will usually request for information regarding your business, ID and tax, and related beneficial owners. Please see this article for more details.
Cancellations and Refunds
What is the latest guest re-booking and refund policy?
Guests will now have 72 hours from discovery of a travel issue to report it to Airbnb.Guests may be entitled to a full or partial refund when travel issues arise and they provide valid documentation, such as Host cancellations, problems with check-in, broken or missing amenities, listing inaccuracies and cleanliness issues, hazards and pests etc.See more information here.
In what situations can a Host cancel a reservation penalty-free?
- Valid reasons beyond the host's control, such as emergency repairs or serious personal illness
- Proof that a guest intends to break the House Rules or have an unauthorised party
- Issues stemming from API software
Resolution Centre Claims
How do I file a claim?
Step 1. Gather evidence of the damage. This may include photos, videos, estimates, and/or receipts. The more documentation you can provide, the better.This may include photos, videos, estimates, and/or receipts. The more documentation you can provide, the better. This may include photos, videos, estimates, and/or receipts. The more documentation you can provide, the better.Step 2. Notify the guest and Airbnb within 14 days of guest checkout.Contact the guest and Airbnb through the Resolution Center, notifying them of the damages and requesting reimbursement. The guest will have 72 hours to respond to your request. Note that you must notify Airbnb as well as the Responsible Guest about your claim and attempt to resolve the loss or damage with the Responsible Guest within fourteen (14) days of the Responsible Guest’s check-out date.
What items can be claimed under AirCover?
Airbnb reimburses you for damage caused by guests to your home and belongings up to $3M USD and includes art and valuables, loss of income, pet damage, and deep cleaning.Host Damage Protection does not cover loss of currency. Normal wear and tear or losses incurred due to acts of nature (like earthquakes and hurricanes) are also not covered. Review the complete list of what’s covered.
What type of documentation do I need to prepare to make an AirCover request?
Depending on the damages, we’ll ask you for at least one of the following, so make sure to have them on hand when you’re submitting a request: Photo/video of the damage; a receipt showing proof of ownership; original purchase price and age; proof of cost to replace/repair; find value of the same or similar item on an e-commerce platform; police report especially when they involve any kind of illegal activity.