The place didn't match the listing photos at check-in — how do I get a refund?
Tell the host or Airbnb within 72 hours of discovering the problem, with photos or video. This is handled by Airbnb's Rebooking and Refund Policy, and Airbnb decides the refund or rebooking help from the evidence.
What to do now
- Take photos or video of what differs from the listing right away, so the time is visible
- Message the host in the app first and ask whether it can be fixed on site
- If it isn't resolved, report it through Get help on the reservation within 72 hours of discovering the issue and submit your evidence
Whether you're covered depends on whether the problem counts as a reservation issue under the policy, whether you reported within 72 hours of discovering it, and whether the evidence is sufficient. If you can show you couldn't report in time, a late report may still be accepted.
Who owns the resolution
Airbnb decides whether to refund or help you rebook, and how much, based on your evidence and the host's input. The policy states this doesn't affect other contractual or legal rights you may have.
Evidence to prepare
- Photos or video showing when you found the issue
- Screenshots of the listing page (to compare against what you found)
- Messages with the host
- Your report submission to Airbnb
Turn this answer into a question about your case
Give another AI the facts it needs—not just “what should I do?”
I need practical help with a Airbnb issue. The policy question: The place didn't match the listing photos at check-in — how do I get a refund? Useful context I found: Tell the host or Airbnb within 72 hours of discovering the problem, with photos or video. This is handled by Airbnb's Rebooking and Refund Policy, and Airbnb decides the refund or rebooking help from the evidence. My specific situation: [Describe what happened, including dates and messages shown] The outcome I want: [Refund, verification, appeal, account recovery, explanation, etc.] Important constraints: [Country, deadline, booking/account status, documents already submitted, budget, or other limits] Please: 1. Identify any missing facts you need before reaching a conclusion. 2. Separate platform policy, local law, and your own inference. 3. Give me the safest next steps in priority order. 4. Use current official sources where possible and flag anything that may have changed. 5. Draft a concise message I can paste to customer support. 6. Do not invent account access, guarantees, refund rights, or legal conclusions.
Why this policy exists
Airbnb's Rebooking and Refund Policy (in effect since February 6, 2025) covers a place that is significantly different from the listing: a different type of place, fewer bedrooms or bathrooms, an inaccurate location, a listed pool, major appliance or heating/cooling that is missing or not working, or other people or pets that weren't disclosed.
Cleanliness or safety problems that make the place unfit to stay in are covered too. The guest who booked must report to Airbnb or the host within 72 hours of discovering the issue and provide evidence such as photos or video. The amount of refund or rebooking help depends on how serious the problem is, how it affected you, how many nights were affected, whether you left, and how credible the evidence is.
Trying to resolve it with the host first is encouraged. Problems caused by the guest or their party are not covered.
- Rebooking and Refund Policy (effective February 6, 2025) — Airbnb Help Center
Last verified against the sources above on 2026-10-09. Policy and deadlines can change -- use the official support link below for the current rule.
Need to act on your account?
AMS explains the rule but cannot access your account, issue a refund or change a platform decision.