Request Money Using The Resolution Center - A Community Help Guide

[Dave-and-Deb0]

I see many people asking how to refund guests, charge them for extra services, or claim against damages.  Below is a guide on how to use the Resolution Centerto request money from your guests.

First, to get to the "Resolution Center", go to https://airbnb.com/resolutions

You will be taken to the "Resolution Center" page where it shows any resolutions you had in the past.  To make a resolution request, choose either "Send money" or "Request money".

Choose the guest in which you wish to request money from and then choose "Next".  

If you have more than one reservation from the same guest, you will need to choose the reservation for which you are making the request for and then choose "Next".

Depending on whether the guest is a current guest, a past guest, or a future guest, the options change so choose the best option.

These are the options you can request money for.

- Damaged or missing items

- Extra Services

- Other trip related issues

The following sceenshots are for when you REQUEST MONEY from a guest.  You will need to go through the steps I shared above first and it is the same so I did not want to repeat this on each request demonstration.

Request money for damaged or missing items

You will then have the option to upload images.  You can also choose to skip this page.

On the next screen, you can add another item if you have more and you will be taken through the same steps.

You will then be taken to a screen to include a message to the guest.

On this last screen, you can preview your request and if you are happy with it, choose request and your request will be sent to the guest for approval or they could decline the request.

Request money for extra services

 

You will then have the option to upload images.  You can also choose to skip this page. 

On this last screen, you can preview your request and if you are happy with it, choose request and your request will be sent to the guest for approval or they could decline the request. 

Request money for other trip related issues

You will then have the option to upload images.  You can also choose to skip this page. 

On this last screen, you can preview your request and if you are happy with it, choose request and your request will be sent to the guest for approval or they could decline the request.

[Ken-And-Lisa0]

I'm trying to use the Resolution Center to request money from a guest from a stay back in January. He owes me money for shipping a fairly large item (a hatchet!) that he left in our condo. But his name doesn't show as a guest for me to choose from when I go to the Resolution Center. He agreed to pay me for shipping & it's documented in our message history. His name is Bryson Higley. Suggestions? 

Lisa 

[Augustine2]

I put in a request for a guest for left breaking window. The request should be sorted before the next guest arrives. I have nopw had to pay for the repair myself which makes me rather concerned about airbnb gurantee. As this is a ground floor apartment, it is on safe and the glass is shattered and only help by a film. I am very disappointed in airbnb and making me rather re-think recommending the site and perhaps the host gurantee does not live up to what it says. I have sent images and the repair actually cost me more than I assumed considering it is summer and the glass needs to be custom made. Very frustrating 

[Antoaneta0]

Hello Augustine,

Did you get a resolution finally for the broken window?

Thank you,

Antoaneta

[Kirsten24]

Hi, so I've asked for some money and the guest hasn't responded to the request. Where to now? Do I have to redo the request? Thanks in advance for any suggestions 🙂 

[Maja60]

Hi, I have had a guest to placed a frying pan on the counter top with deep burn marks. The required 72 hrs has not passed yet to involve airbnb but it is discouring to read about airbnb's service in this regard or lack of.

My question and it may have been asked before, just can not find the answer: How do I change a requested amount for damages?

Thanks!

[Bilal13]

Hi, My guest is staying in my apartment. They want to pay the Tourism Dirham Fee (Dubai Tourism Tax)  by Airbnb but usually, we receive this at the time of check-in by card or by cash. 

Kindly let me know how can I send him the money request, as the guest is staying in the apartment. 

Thanks 

[Jenelyn0]

@Bilal13 you can log the charges through the resolution center and follow the below process.
1. Go to the Resolution Center on airbnb.com (https://www.airbnb.com/resolutions) or just go to your inbox with the message thread with the guest and send money request from there.
2. Choose the relevant reservation
3. Under Select, a reason, select other or extra charges and follow the process prompted. 

[Irene372]

The guest in question isnt available on my reservations listings. Why? I sent him a message via our threaded conversations, but i cannot access his areservation via the resolution center as directed by airbnb. What to do?

[Crystal230]

Hi there, We had a bit of damage to some of our stuff and bathroom wall. When I go to upload the photos the page says that the file name is wrong and wont upload :0( They are just photos from my iphone... Any ideas on how to fix this?

[Neil235]

Hello Resolution Center. Those are very enlightening instructions on how to fill out a claim. It's me, Neil Gallagher again. You know, the condo owner in North Myrtle Beach, SC. I believe my listing# may be 8329112 titled "nice vacation getaway". I'm the owner who filed a claim 9 days ago on Melissa Yan for $400.00. That was July 6th. Seeing that I have a new computer I had trouble uploading photos. I did get them out to you on July 9th. But it didn't matter by then.  On July 7th I got a message from the resolution center saying Melissa agreed to send $10.00 to me. I replied immediately and said no to this and I do not agree. I then send it back and there's a message from the resolution center reading the dispute has been settled and this case is closed. How convenient for you case managers. I had no say in this. One of your pages asks why I'm requesting a security deposit. It lists damaged or missing items, extra services and other trip related issues. It should be all 3 in this case. I've uploaded photos to you showing damage to my 4 chairs. a full refrigerator, that's extra services, and other trip related issues, like leaving the condo a mess. I've explained enough. I told you before I'm not going away. It's been 9 days. My patience is out the window. My message to you case managers is get out from under a rock and start doing your jobs. I will take matters in to my own hands.

[Deborah764]

How can guests dispute charges against any false claims made against them?

[Meghan107]

Has anyone got answers on how to involve Airbnb? I know it says after 72 hours you can click "involve Airbnb", but i don't see that as an option and my guest hasn't responded.

[Giang-Hoang0]

My guest came with two untrained dogs and they destroyed my garden plants and some decoration items which are cost total 470 but I only charged the guest for 360. I sent a request for damage items however my guest said he didn't see anything and he didn't respond to my request. I clicked involve Airbnb and Airbnb sent me an email regards to something called "host guarantee" which said Airbnb does not pay for any damage caused by animals. Well, I didn't ask Airbnb to pay, I'm asking them to request my guest to pay for the damage as it's his responsibility. WHAT SHOULD I DO? $360 is a bunch of money to me I can't waive this, besides I already waived some of the items for the guest. Now my garden looks like a big mess!!

[Cathy776]

Hi, how do you get Support to actually listen to the facts of the matter? As we are unable to alter a damages claim ( after requesting money for two damaged items, one smashed ceramic bedside lamp, one of a matching pair, and a light blue fabric dining chair covered in red texta, we were able to remove the fabric cover from the dining chair and aspecialist cleaner got the stains out)all we could do was advise the guest of the chair being okay, that we would claim just for the broken lamp. The lamp was broken on the 11th March, the guests departed as planned the next day, they sent a message via Airbnb on the 11th, to me the co-host, advising they had broken the lamp, so there is proof of them being at fault. Annoyingly the guest began to try and barter his way out of paying for the lamp and offering far less money and advising the owner should sell the other lamp to recoup some loss. Changing the damages request isnt an option and we cannot raise a new one for this guest, as we have clicked on 'Involve Airbnb' as we need help to a) extract funds from the guest who admitted to breaking the lamp and b) get support to actually read the thread so they realise we are only claiming for the lamp and not the chair cover. Adding to the difficulty of this process, Airbnb Support don't allow a co-host to discuss this request and my host isn't available to spend hours going around in circles with this matter, thats why she uses a co-host!. Very disappointed in the whole process and glad we have been receiving more bookings through HomeAway. Its as if this  process is designed so we simply give in. We should go back to the old method used by holiday property managers. Each property has a booking conditions policy which guests are directed to read and agree to at the time of booking. A bond is paid and held in trust for up to 10 working days following a guest's departure, during this time the owners can gather evidence and supporting proof and submit their claim, by a simple process to a dedicated email address, a case worker assesses the request and decides if they need to contact the guest and owner directly then makes a decision based on the information provided and the funds are released as required by the policy. Black and white, the guest is aware of the riules and conditions and if they damage or leave the property in an unacceptable condition they are required to pay damages. In my 32 years of experience as a holiday property manager, this works perfectly well. You very quickly pick up on any owner who is trying to swindle guests and they are very few and far between.  Regarding claims for damages from owners, 99.9% of the time the guests are at fault and the worst offenders are those people who simply have no respect for other people's property and/or have a drug/alcohol habit.