Terms & Conditions

Cancellation

Strict
- To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in
- If they cancel 14 or more days before check-in but not within 48 hours of booking, you’ll be paid 50% for all nights
- If they cancel between 7 and 14 days before check-in, you’ll be paid 50% for all nights
- If they cancel after that, you’ll be paid 100% for all nights

Refunds

Nightly rate refunds if you cancel before check-in

Refunds for your nightly rate are subject to your Host’s cancellation policy. Depending on the length of your stay, how soon your reservation starts and the cancellation policy that applies to your reservation, you may get a full refund, a partial refund or no refund if you cancel before check-in.

Find out how to review your Host’s cancellation policy.

Nightly rate refunds if you cancel after check-in

Refunds for your nightly rate are subject to your Host’s cancellation policy. Depending on the length of your stay, the nights you’ve stayed, and the cancellation policy that applies to your reservation, you may get a partial refund or no refund if you cancel after check-in.

Find out how to review your Host’s cancellation policy.

Note: If you’re cancelling because you experienced an issue during your stay, you may be eligible for a refund, regardless of your Host’s cancellation policy.

Cleaning fee refunds

The cleaning fee is always refunded if you cancel before check-in.

Airbnb service fee refunds

Service fees are refunded if you cancel during the free cancellation period for your reservation. The service fee is refundable if you cancel before your reservation’s free cancellation period ends or if your Host decides to refund you in full after you cancel.

f you’re eligible for a refund, we'll initiate your refund as soon as you cancel, but how long it takes for you to receive the money depends on your bank or financial institution. It’s based on how you paid, when you paid and where you live.

How long refunds take

24 hours

Airbnb for Work credit
Airbnb gift credit
Hongbao credit
PayPal

One business day

Alipay
WeChat Pay

Up to 5 business days

iDEAL
Sofort Überweisung

5–7 business days

Klarna

Up to 15 business days

Major credit cards, including prepaid credit and debit cards
Other payment methods
Apple Pay
Google Pay
Postepay

Up to 2 credit card statements

Aura
Elo
Hipercard
Major credit cards in Brazil only

Track your credit card refund

You can track your refund a couple of ways. You can go to Trips, select the reservation and then select Track refund. Or you can:

DesktopiOS appAndroid appMobile browser

Click Profile > Account > Payments & payouts
Under Payments, click Manage payments
Select the payment transaction to show Refund status

Contact your bank if you haven’t received your refund based on the refund timelines in this article. You’ll find your ARN (Acquirer Reference Number) in Refund status. Your ARN is a unique number that your bank can use to track your refund. Provide this number to your bank; they can tell you when to expect your refund to appear in your account.

If your original payment method can’t be refunded

If your original payment method’s account was closed, the refund sent by Airbnb won’t process. If this happens, you can contact your bank or financial institution to locate it. If you currently have an account with them, they may be able to transfer the refund to your new card or account. In some cases, they may send you a check for the refunded amount instead.

If you need the refund details to provide them, you can contact Airbnb—we can provide you with the details, including a reference number that your bank or financial institution can use.

What to do if you break or damage something during your stay

You should let your Host know right away if you break or damage something during your stay. The best way to do this is by sending them a message through the Airbnb website or app, just in case our Community Support team needs to refer to it later. If you can provide photos, that’s great, too.

Being upfront about damage gives your Host as much time as possible to fix it before their next guest arrives. It also gives you and your Host a chance to find a resolution without Airbnb getting involved.

If your Host sends you a reimbursement request through the Resolution Centre

If your Host believes that you’re responsible for damage, missing items or unexpected cleaning costs, they may send you a reimbursement request through our Resolution Centre. You’ll have 24 hours to respond.

If you pay the full amount, the request will be closed
If you pay a partial amount, decline the request, or don’t respond to the request, your Host may involve Airbnb or our insurer as a next step

Airbnb may step in to review the request

If your Host involves Airbnb, a member of our Community Support team will determine if you’re responsible for the damage and if the amount your Host is requesting is reasonable. They’ll do this by reviewing evidence provided by your Host, as well as any notes you included in your initial response to your Host’s request. Someone may also follow up with you or others who may have information about the Host’s damage claim.

You may be asked to pay

You’ll be given the opportunity to voluntarily submit a timely payment or an appeal. If you don’t submit a timely payment or appeal, or your appeal is unsuccessful, your payment method will be charged. (This doesn’t apply to stays in China, Japan or India.) You’ll never be charged without advance notice or a chance to appeal before and after you’ve been charged. You’ll have 60 days to appeal after you’ve been charged.

Any questions regarding the above Terms and Conditions can be sent to guestservices@baybreezeretreat.com.au