If an Airbnb host has charged you for something that you don't think you are responsible for, you can dispute the charge. You can go to the Resolution Center to get Airbnb's help resolving the issue. The company will mediate between you and the host. You can also try to dispute the charge with your bank, in a process called a "chargeback."
When you rent from an Airbnb host, all relevant pricing information is given to you upfront. The only circumstances in which you will be charged more than what you agreed to pay are when you change your reservation (like by changing the dates or adding a guest) or when the host charges you for damages that occurred during your stay. All fees and taxes should be stated in advance of booking. If you have been charged for something you believe you shouldn't have to pay, you need to know how to dispute a charge with Airbnb.
Airbnb encourages hosts and guests to work things out amicably for themselves, and so it requires them to take at least 72 hours to try to do that. You therefore must wait at least 72 hours from the checkout date to file a dispute. Furthermore, you can't wait more than 60 days from the checkout date, or it will be too late to file a dispute.
To file the dispute, you just need to go to the Resolution Center and fill out the required text fields and upload any documents you think are relevant. Airbnb staff will then review your conversation log with the host, the transaction, and any documents the two of you uploaded, and try to mediate a resolution. This process will take 30 days. If no resolution can be agreed upon, you and the host will have two options. One is to take the dispute to small claims court. The other is to enter into binding arbitration. Ultimately, if the arbitrators cannot get you and the host to agree, they will issue a decision as to whether or not the charges stand.
If you are not satisfied with the Airbnb dispute resolution process, you can also dispute the charge with your bank. Each bank has a different process for this, but you should contact your bank's customer service department to begin it. This sort of dispute is called a "chargeback." Once you initiate a chargeback with your bank, Airbnb is no longer involved in the dispute resolution process. Any refund you get will have to come from your bank, not Airbnb. Although the chargeback process is different for every bank, it shouldn't take more than 90 days to complete.
If you have questions about the dispute resolution, then you can ask an Airbnb customer service representative for help. You can find one on the Airbnb help forum or chat or use the phone.
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