Airbnb's Guest Refund Policy
Airbnb has a resolution center for hosts and guests alike, where each member of the community can request or send money for any trip-related issues. Please, take a look at the important information provided regarding Airbnb's Guest Refund Policy.
Situations that may be eligible for a refund to a guest under this policy generally fall into one of three categories:
* Amenities or features represented in the Listing are not provided or do not function, such as decks, wifi, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating, or air condition systems
* The listing isn't generally clean, is unsafe, or there's an animal in the listing that wasn't disclosed prior to booking (this would also include rodents and insects).
As practice shows, Airbnb tends to take guests' side and deal with the resolutions through alterations and issuing refunds to guests.
1. We ask guests to provide evidence of any issues, it can be either photographs or a video
2. During the 24-hour period following the Guest raising an issue, we will with your approval and cooperation try to resolve these issues. 
If Airbnb determines that a Guest has suffered an Issue related to an Accommodation Airbnb can make a decision on the Host's behalf to reimburse that Guest any amount up to the amount paid by the Guest for the accommodation. If the Guest remains for part or all of the stay despite the Issue, the Guest will receive a refund that will reduce the amount of the Accommodation Fees ultimately paid to you.
Please note that guests are entitled to a 50% refund of affected nights if they experience any inconveniences including lack of listed amenities (such as wifi hot water, heating, etc) if they decide to proceed with the reservation.
3. We will liaise with Airbnb via telephone and/or support portal and provide them with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, proving that we have used reasonable and good faith efforts to try to remedy the issue with the Guest prior to disputing the issue claim.
We will always do our best to act in your best interest. However, SmartHost is not liable for any refunds that Airbnb grants to guests.
4. We notify our client of refunds given to the guest, they will be also reflected in the monthly report.
In the event of one or more Travel Issues, Airbnb, at its discretion, may elect to take additional actions. These actions include, but are not limited to, negatively affecting your listing ranking, automated reviews indicating Travel Issues, canceling future bookings, suspending or removing the Listing of the Accommodation, or imposing penalties or fees for the administrative burden associated with the Travel Issues.
We have a moderate cancellation policy where guest can cancel their reservation with full refund up to 5 days before thier check-in date. If you wish to change that, please contact support@smarthost.co.uk.
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