If Airbnb is among your distribution channels, it is very important for you to know more about their refund policies.
The Airbnb Team ensures the whole booking experience runs as smoothly as possible, both for the guest and for the Host. This is why they have set up a hosting standard policy, which you agree to follow by advertising on their platforms.
You can read the hosting standard policy here.
Please note that a breach of this policy can lead to guest cancellations, compensation claims or even suspension of advertisement by Airbnb.
For a list of common guest complaints, you can refer to this article
Be aware that when guests report an issue to Airbnb, their customer service can determine if a refund should be issued, according to their policy.
The amount refunded depends on the severity of the issue and the impact on the guest's stay.
Guests are advised to always contact the Host first for any issue which can be quickly solved. If the Host is unresponsive or doesn't offer a prompt solution, the guest can involve Airbnb in their claim.
When Airbnb refunds the guest, they also adjust our payout. Therefore, we will need to collect the equivalent amount from you. We will usually request you to do a bank transfer. As the accommodation provider, you are responsible for addressing any claims related to property issues.We understand that it can be unpleasant for you. At Holidu we want to provide the best support. We will gladly dispute Airbnb's decision whenever possible, and we will request any relevant proof from you to assist in our dispute.
Be assured that our customer service will try their best to support you in any dispute with Airbnb.
We appreciate your understanding and cooperation.