Airbnb Resolution Center: process, deadlines and order
Airbnb Resolution Center: process, deadlines and order
The Resolution Center is the first step of any damage claim. You request reimbursement from the guest, who has 24 hours to respond.
Only if the guest does not respond, pays partially or declines can you escalate to Host damage protection. Those 24 hours run inside your reporting deadline.
Airbnb Host damage protectionIn 60 seconds
Every damage claim starts in the Resolution Center with a reimbursement request to the guest, not with an application to Airbnb.
The guest has 24 hours to respond. If they pay, the matter is settled. If they stay silent, pay partially or decline, you can escalate.
Those 24 hours run inside your reporting deadline of 14 days or until the next check-in. They are counted in, not added on.
Quantify the amount precisely and evidence it. A round figure with no basis invites rejection.
The evidence that counts here is created before the stay, not after a rejection.
What Airbnb requires
The reimbursement request must first go to the guest through the Resolution Center. The guest has 24 hours to respond. On silence, partial payment or refusal, escalation to Host damage protection follows, within the applicable reporting deadline. This is a platform rule, not law.
The process in the right order
| Step | Deadline |
|---|---|
| Reimbursement request to the guest | within 14 days or before next check-in |
| Guest response | 24 hours |
| Escalation to Host damage protection | within the same overall deadline |
The exact deadlines are in Airbnb damage deadlines; how to build the claim step by step is in Filing an AirCover claim.
Common mistakes
The route goes through the guest first. Otherwise you lose time inside the deadline.
They run inside your deadline, not after it.
Quantify and evidence each item separately.
What to do next
File the reimbursement request through the Resolution Center with itemised amounts. Do it with BildProof, about two minutes a room →
Count the guest's 24-hour response window into your deadline.
On silence or refusal, escalate to Host damage protection.
Frequently asked questions
Do I really have to ask the guest first?
Yes. The intended route begins with a reimbursement request to the guest through the Resolution Center. Only if they fail to respond, pay partially or decline does escalation to Host damage protection apply.
What if the guest simply does not reply?
Once the 24 hours have passed you can escalate to Airbnb. What matters is doing so while your reporting deadline is still running, meaning within 14 days of checkout or before the next guest checks in.
How do I quantify the amount properly?
Item by item, with evidence. For each item an invoice, a quote or proof of purchase of the damaged object. A rounded total with no basis is routinely cut or rejected.
This page gives general information as at the date shown. It does not replace legal advice on an individual case.