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How-to
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Guest

What to do if the place you're staying isn’t clean at check-in

If you arrive at your Host’s place and find that it's not clean, you have 72 hours from the time you notice the issue to report it to your Host or directly to Airbnb. Start by documenting the problem with photos or video.

Tip: It’s best to keep all communication with your Host on Airbnb to ensure there’s a record of your interactions.

How cleanliness issues are fixed

Your Host may be able to quickly fix the issue, or they may be willing to give you a partial refund to make up for the inconvenience.

If your Host can’t resolve the cleanliness issue, let Airbnb know within 72 hours of discovering the issue. It may be covered under Airbnb's Rebooking and Refund Policy—you may be able to receive a full or partial refund, or get help finding a similar place to stay, depending on availability at comparable pricing.

      Steps to get a cleanliness issue fixed

      1. Document the cleanliness issue with photos or video. If possible, take photos or video to document the extent of the cleanliness issue. This will help your Host come up with the best way to fix it, or it’ll help Airbnb understand if it’s an issue that’s supported by AirCover for guests.
      2. Message your Host to notify them of the cleanliness issue and get it fixed. Your Host is usually the first point of contact and can often resolve cleanliness issues quickly. You can message your Host directly—be sure to detail the situation and include the evidence you’ve gathered. Be clear about what’s wrong and where, so they can understand the extent of the issue.
      3. Request a partial refund from your Host for the cleanliness issue. If you need to request a refund because of the issue, there's a higher chance your Host will accept your request if you can agree on an amount first. Find the steps below for sending a request to your Host using the Resolution Center.
      4. Get help from Airbnb if the cleanliness issue isn’t fixed. If your Host is unable to resolve the issue, doesn’t respond at all, declines your refund request, or you’re not sure what to do next, reach out to Airbnb to get help. Someone from our team will step in to help resolve the issue.

        Request a refund from your Host for a cleanliness issue

        Request a refund from your Host for a cleanliness issue on desktop

        1. Click Resolution Center and then click Request money
        2. Select your reservation and click Next
        3. Under Select a reason, choose Unclean or inaccurate listing
        4. Upload optional attachments
        5. Enter the refund amount and add a note
        6. Click Confirm and then Request
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