How do I handle problem guests on Airbnb?
Quick Answer
To handle problem guests on Airbnb, first attempt to resolve the issue directly with the guest through the Airbnb messaging system. If direct communication fails or the issue is severe, promptly involve Airbnb Support via the Resolution Centre.
To handle problem guests on Airbnb, first attempt to resolve the issue directly with the guest through the Airbnb messaging system. If direct communication fails or the issue is severe, promptly involve Airbnb Support via the Resolution Centre.
Document all issues with photos or videos and communicate clearly with the guest to find a resolution. If an agreement isn't reached, or if the guest is unresponsive, you can escalate the matter to Airbnb Support through the Resolution Centre, ideally within 72 hours of discovering the problem to be eligible for rebooking and refund policies. For significant damages, Airbnb's free "AirCover for Hosts" program provides up to $3 million USD in damage protection and $1 million USD in host liability insurance for Canadian hosts, covering your property and belongings if a guest doesn't pay for damages. In emergencies or if your safety is threatened, contact local police or emergency services immediately before contacting Airbnb's 24-hour safety line. You can reach Airbnb Support in Canada by phone at +1-855-424-7262.
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