How to contact an airbnb service rep to ask about refunding a cleaning fee?

[Candace260]

I have a guest that says that the garbage was not removed and there were dirty towels left when she arrived, but she told me this only a day later, they are only staying two nights. I don't believe her, she sent me photos, but not time stamped. I think she is trying to extort me for the cleaning fee, because I believe my cleaner 100%. We have worked with the same cleaner for 3 years and have stellar cleaning reviews, on airbnb and on booking where we do the vast majority of our business. I offered to reimburse the cleaning fee, but only through airbnb, that I could not do a direct bank transaction as it is against their policy. I have never had to do this, does anyone know how to contact an airbnb rep?

[Candace260 · Accepted solution]

I found the resolution center. It was really easy. No need for replies. 

[Elisa]

Hi @Candace260 😊, 

I’m glad you found the resolution center, and I hope everything is going well for you.

I’m sharing the number here, just in case other hosts need it in the future 👉 Contact Airbnb customer service for help.