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.

[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.

[Jeff1672]

Hi, If I am mailing something to a guest that they left at my home, and I use the "requesting money" for "Extra Services", is Airbnb going to add a fee on top of mine? For example, if the postage costs $15, and I put "$15", what will the guest see? $15? or $25?

[Heather1166]

Hi there! Did you ever find out the answer to this? I have been looking for the exact same information! Thank you..

[Colleen253]

@Heather1166If you're wondering about a fee for using resolution center, there is no fee. What you request from the guest via resolution center is what the guests sees, and what you get back from them, if the guest accepts the request. 

[Heather1166]

@Colleen253 thank you! So does the guest from whom I’m requesting money see the exact amount that I asked for? Or does Airbnb add a service fee or any tax etc, on top of my amount, driving up the guests cost?

[Colleen253]

@Heather1166  The guest sees exactly the amount you request, only.

[Nick2051]

Can anyone tell me how to cash out money that is in the Resolution Center? The host refunded me money through this but I can't figure out how to cash out. Airbnb customer service is terrible.

[Cheryl166]

How to request additional refundable damage deposit for allowing an additional pet. This request is being sent the day of check-in and appears there are no options for requesting pre-arrival.

[Gracianna-Winery0]

Quick Q - I often use the resolution center to get money for extra services i  advance of the stay. I CAN NEVER FIND WHERE THE REQUEST WAS SENT (when it is still unpaid)?

After it is paid it shows up n the "Transactions" area but not before - where can I find resolution requests that are unpaid?

[Merryn4]

I am disgusted to think now this is the 2nd time this year I have contacted the guest and asked for money, then contacted Air bnb with photos and receipts or invoices for cleans/repairs and both times I have been told  I did not get my information in on time which is not true.  Air bnb please review how you are operating.  I just paid $1500 of my own money because you would not pay the claim, now this is another case with evidence and invoice in on time and I just received an email yesterday to say another lot of damages/cleans will not be paid for.  So another $1300 this time the owner has deducted from my commission as I manager 32 properties on this site.  Urgently contact me.

[Jorge1656]

2nd time only? I am on my 5th. Airbnb has the nerve to put settled. I cant wait till Airbnb gets hit with a class action lawsuit this is ridiculous.

[Daryl84]

This may not be the best thread to ask this question but...

Trying to refund the pet fee paid through the Resolution Center (before it was added to the reservation charges) because the guest cancelled their reservation but because there is no reservation the RC won't let me send money. Is there a work-around?