5. How the Airbnb Resolution center process works
When damage occurs, hosts must go to the Resolution Center to open a claim and upload photographs and receipts. If the host charges a security deposit, the guest will be asked to agree to release the entire deposit or a portion of it to pay for the damages. If the guest refuses, the claim moves to Airbnb mediation, where a mediator decides whether you get reimbursed for the damages or not.
If a host does not charge a security deposit, Airbnb’s Host Guarantee will kick in. Airbnb first asks the guest to pay for the damage. If the guest is unwilling or unable to pay, the Host Guarantee should provide support.