Airbnb Refund Policy: Cancellations and Problems

Airbnb says the policy covers: the host cancelling before check-in; the host failing to give access; the place not being habitable at check-in; the place being significantly different from advertised; and an advertised amenity or feature missing or not working. It does not cover issues caused by you, your co-travellers, invitees or pets. source

Airbnb says guests must report problems within 72 hours after discovery, must first notify the host and try to resolve it directly, and should support requests with evidence such as photos and videos. source

Airbnb says it will give a full or partial refund or help you find a similar place. If the host cancels you get a full refund; Airbnb generally issues a travel credit for rebooking, but you can ask for a refund to your original payment method instead. source

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

Tell the hotel or host about the problem as soon as it happens. Citizens Advice warns that if you say nothing until you get home you might get less compensation or none at all. source

If you paid by credit card and the hotel or host will not put it right, ask your card provider about a Section 75 claim (for items costing over 100 pounds and up to 30,000 pounds) or a chargeback. source