Reimbursement

[Sharon2155]

This is the second time I’m submitting this question, not sure where the first landed as I’m new to hosting.
my recent guest, damaged the bedsheets, and has replied to my message stating she would reimburse me for the damage. Please let us know how she should reimburse for the damaged sheets. It does not seem I can give her a phone number to use through Zelle. Thank you for the explicit directions

[Patricia2526 · Accepted solution]

Hi @Sharon2155 

You can file a reimbursement request directly through the Airbnb app using the Resolution Center. 

On the Airbnb app:

1. Open the Airbnb app
2. Go to Today (for hosts)
3. Select the reservation/guest
4. Scroll down and tap Send or request money
5. Tap Request money
6. Choose the reason for the request
7. Enter the amount you’re requesting
8. Upload photos, receipts, invoices, screenshots, or other evidence
9. Add a clear explanation/message to the guest
10. Review and tap Send request  

[Sharon2155]

Thank you. I believe I completed all those steps then I had the guest reach out to me through messages saying they agreed to reimburse. We’re looking for the next step on how the guest is to reimburse the host. Neither one of us has found directions to do that. And it was advised I not provide my Zelle or Venmo information through Messages. Do you know the next step? Thank you so much for responding!

[Joelle43]

Hello @Sharon2155 

You cannot ask for payment outside of the platform, you have to go through Airbnb and @Patricia2526 has given you the step by step method to get to the Request for money via this guests reservation.  This is not the same as getting a reply from the guest via messages that they will reimburse you,  we have to use the Resolution Center to ask for payment and the guests uses their payment method to reimburse the host.

https://www.airbnb.co.uk/help/article/767

Guests have 24 hours to accept our request for payment.  

[Sharon2155]

Thank you for this detailed information. It’s much appreciated.

[Emilie]

Hi @Sharon2155, 

Have you been able to settle this, following Patricia and Joelle's advice?

Let us know if you have more questions 🙂

Thanks,

Emilie 

[Sharon2155]

Yes, thank you for checking in. And apologies for not wrapping up my inquiry. I’m feeling green and still in learning mode.  Thanks so much again

[Emilie]

No problem at all -I'm glad we were able to help and thank you for coming back to update us @Sharon2155 😃