How to File a Complaint with Airbnb (Step-by-Step Guide)

Airbnb connects travelers with hosts worldwide, offering unique experiences and accommodations. But unlike hotels, Airbnb doesn’t have a traditional front desk, and responsibility for lost or damaged luggage or property is less clear. When something goes wrong, guests often don’t know how to escalate, document, or get resolution.

This guide explains how to file a complaint with Airbnb, how to document issues, and what to do when Airbnb or hosts fail to respond.

When You Should File a Complaint with Airbnb

You should consider filing a complaint if you experienced:

Lost or stolen luggage during your stay

Damaged personal property in a listing

Host refusal to honor agreements

Unresponsive customer support

Refunds or compensation disputes

Airbnb’s platform is structured around host-guest trust, but that also creates ambiguity in accountability.

Step 1: Confirm the Issue and Gather Evidence

Before filing a complaint:

Take photos of your luggage or property

Note exactly when and where the issue occurred

Record host communication (messages, emails)

Keep receipts for lost or damaged items

Note timestamps and context

Proper documentation is essential — Airbnb prioritizes evidence.

Step 2: Contact the Host First

Airbnb encourages guests to contact hosts directly for resolution:

Use the Airbnb messaging platform (keeps a written record)

Clearly describe the issue and request resolution

Request acknowledgment from the host

Most disputes can be resolved directly with the host if documented.

Step 3: Escalate to Airbnb Customer Support

If the host does not respond or refuses to resolve the issue:

Log in to your Airbnb account

Navigate to Trips > Your Trip > Get help

Select the relevant reservation and issue category

Upload evidence: photos, receipts, screenshots of messages

Airbnb’s Resolution Center handles claims for lost or damaged luggage or property.

Step 4: Write a Complaint That Gets Action

Structure your complaint clearly:

Reservation details

What happened

How it affected you

Requested resolution

Example:

“During my stay at [Listing Name] from July 10–14, 2025, my luggage was mishandled, and two suitcases were damaged. Despite contacting the host, no resolution was offered. I am requesting reimbursement for the damaged luggage.”

Clear, factual, chronological communication increases your chances of a successful resolution.

Step 5: Use Airbnb’s Resolution Center

Airbnb Resolution Center helps:

Request reimbursement

Submit evidence

Track claims

Communicate with hosts in a structured way

Be aware: Airbnb generally limits claims to $3,000 USD unless otherwise approved.

What to Do If Airbnb Doesn’t Respond

If Airbnb fails to respond in a timely manner:

Follow up through the platform

Document all communication

Escalate using PublicMinute to organize the case

PublicMinute helps travelers track unresolved complaints, maintain timelines, and prepare structured documentation for escalation. This increases accountability when Airbnb’s system stalls.

Airbnb Host Responsibility

Hosts are responsible for:

Securely storing guest property when agreed

Ensuring their listing environment is safe

Communicating issues promptly

Airbnb’s policies protect hosts, but documented guest claims are prioritized when submitted clearly.

Best Practices to Prevent Issues with Airbnb

Take photos of luggage and items before arrival

Communicate all expectations in writing

Request confirmation for any storage or handling of luggage

Keep receipts for valuables

Use Airbnb’s messaging platform exclusively for claims

Summary: How to Resolve Issues with Airbnb

Confirm the issue

Gather evidence

Contact the host first

Escalate through Airbnb’s Resolution Center

Stay organized with timelines and documentation

Use PublicMinute to track and strengthen your case

Most unresolved Airbnb complaints fail due to incomplete documentation or unclear communication.

Related Guides on PublicMinute

How to File a Complaint with Marriott

How to File a Complaint with Hilton

What to Do If a Cruise Line Loses Your Luggage

What to Do If an Airline Loses Your Luggage

Final Thoughts

Airbnb’s decentralized model creates gaps in responsibility. Travelers who document clearly and escalate strategically have the best chance of resolution.

PublicMinute exists to help travelers organize evidence, track unresolved complaints, and ensure their case doesn’t disappear into a digital black hole.