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How to Complain to Airbnb
Airbnb says guests with a problem during a stay can use its Resolution Centre, and either side can ask Airbnb to step in if guest and host cannot agree. It says requests can be made up to 60 days after checkout and that most refunds arrive within 15 days.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Airbnb
How to Complain
Airbnb says guests with a problem during a stay can use its Resolution Centre, and either side can ask Airbnb to step in if guest and host cannot agree. It says requests can be made up to 60 days after checkout and that most refunds arrive within 15 days. source
Is It A Package?
Independent Bookings
A hotel stay or holiday rental you book on its own is usually an independent booking, not a package, so package holiday protections do not apply. Claims are harder, and a company based abroad may not be covered by UK law. source
Hotel and Travel Booked Together
If you booked the hotel and travel together from one company, you may actually have a package holiday with much stronger rights. Check what you booked. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayTell the hotel or host about a problemAs soon as it happens, during the stay, not after you get home
- 6 yearsSection 75 card claimFor items costing over 100 pounds and up to 30,000 pounds, generally within 6 years (5 in Scotland); check before you wait
- 6 yearsLegal claimGenerally 6 years in England and Wales, 5 years in Scotland (check before you wait)
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Airbnb in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, ask your card provider about Section 75 or chargeback, or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Airbnb Complaints
Always start here, in writing.
Ask About An ADR Scheme
We could not confirm a general ombudsman or ADR scheme for Airbnb from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Airbnb says issues should be reported within 72 hours of discovery to qualify for refund protections. The page does not name an external dispute scheme.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to Airbnb. This guide uses information published by Airbnb and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- airbnb.co.uk/help/article/767 Checked 4 October 2026
- citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/claim-compensation-for-a-holiday Checked 12 October 2026