What is the Airbnb Resolution Center? (How to Request Money)

In a perfect world, every Airbnb stay ends with a 5-star review and a clean house. In reality, wine gets spilled on white sofas, guests sneak in unapproved pets, and sometimes, you need to offer a refund because the wifi went down.

Whenever money needs to change hands after a booking is confirmed, it must go through the Airbnb Resolution Center.

Here is how the Resolution Center works, how to request money for damages, and how AirCover protects hosts.

What is the Resolution Center used for?

You use the Resolution Center at airbnb.com/resolutions for two things:

1. Sending Money (Refunds): If the AC broke, or the cleaner was late, you can proactively send the guest a partial refund.
2. Requesting Money (Damages/Fees): If the guest broke a window, brought an unauthorized dog, or stayed 4 hours past check-out, you use the center to request the associated fees.

Rule #1: Never accept or send cash, Venmo, or PayPal outside of Airbnb. If a dispute happens, Airbnb will not help you if the money was exchanged off-platform.

How to Request Money for Damages

If your cleaner reports that a guest broke the coffee table, here is the exact process you must follow to get paid.

1. Document Everything Immediately

Before the cleaner touches anything, they must take clear, well-lit photos and videos of the damage. You will also need a link to the item online (or a receipt) to prove how much it costs to replace.

2. Submit the Request (The 14-Day Rule)

You must submit your request for money through the Resolution Center within 14 days of the guest's checkout, or before the next guest checks in (whichever comes first).

1. Go to the Resolution Center and select "Request Money."
2. Select the guest and the reservation.
3. Choose "Damages" as the reason.
4. Upload your photos and the receipt/invoice for the replacement.
5. Write a polite, objective note: "Hi John, unfortunately, our cleaner found the glass coffee table shattered. I have attached the photos and the invoice for the exact replacement from West Elm. Please approve this charge."

3. The Guest's Response

The guest has 24 hours to respond.

• If they click "Pay," Airbnb charges their card and you get the money.
• If they decline, or ignore it for 24 hours, you move to Step 4.

4. Involve Airbnb (AirCover)

If the guest refuses to pay, you will see a button appear in the Resolution Center that says "Involve Airbnb." Clicking this triggers AirCover for Hosts.

AirCover is Airbnb's built-in damage protection program (up to $3 million). An Airbnb Support Ambassador will review your photos and receipts. If they determine the guest caused the damage, Airbnb will pay you directly out of their own pocket, and Airbnb will deal with collecting the money from the guest later.

Best Practices for Winning AirCover Claims

Airbnb Support deals with thousands of fraudulent claims a day. To ensure your legitimate claim gets paid quickly, you must provide overwhelming evidence.

• No emotions: Do not rant about how disrespectful the guest was. Be purely factual. "Guest broke table. Table costs $200. See attached receipt."
• Include a cleaner's invoice: If a guest smoked in the house, you can't just charge them $500 for "smoke smell." You must provide an actual invoice from a cleaning company showing a $500 charge for an "Ozone treatment and deep smoke clean."
• Keep communication on the app: If the guest admitted to breaking the table via a text message on your personal cell phone, Airbnb won't accept it as proof. Use a unified inbox to keep all communication logged in the Airbnb API.

Further reading

• How to Handle Airbnb Guest Complaints
• Should You Allow Pets in Your Airbnb?
• Airbnb Host Fees Explained

Frequently asked questions

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Is BookBed suitable for small hosts with 1–3 properties? Yes. BookBed's Starter plan is designed for hosts with up to 3 properties at €9/month. It includes two-way iCal sync, a booking widget, Stripe checkout, and email support — everything a small host needs to manage listings professionally.

Does BookBed charge commission on bookings? No. BookBed charges zero commission on all bookings, whether they come through OTAs or your direct booking widget. You pay a flat monthly subscription fee and keep 100% of your booking revenue.