New Risks: Chargebacks and Refund Clawbacks Are on the Rise

Airbnb’s 2025 payment policy updates give the platform more power to issue refunds and recover those funds from your future payouts even if the guest already stayed at your property.

One of the most concerning risks? Chargebacks.

A guest can now:

• Stay at your property
• Leave a review
• Then dispute the charge with their credit card
• Airbnb may side with the guest or deduct from your payout, even without prior host communication

These chargebacks can be extremely difficult to reverse and can financially penalize even great hosts with excellent reviews.

How to Protect Yourself from Chargebacks as an STR Owner

Here are the top ways to reduce your risk and defend your income when chargebacks happen:

1. Document Guest Check-In and Property Condition

• Use a timestamped video or detailed photo walkthrough of the property just before check-in
• Install a smart lock that logs guest entry times
• Capture proof that the guest accessed the property

2. Use a Signed Rental Agreement (Even via Airbnb Messaging)

Even though Airbnb doesn’t allow formal contract signatures on-platform, you can:

• Send a confirmation message summarizing house rules, occupancy terms, and cancellation policy
• Ask the guest to reply with “I agree” as this creates a written trail to support your case if disputed

3. Log All Guest Communication

• Always communicate through Airbnb’s platform (not text or email)
• Use the app to confirm check-in, address any issues, and verify guest satisfaction
• Respond promptly and professionally to any complaint

 Airbnb will review your message history during dispute resolution. Clear, courteous communication improves your chances of winning a case.

4. Keep Receipts and Incident Reports

• If damage, rule violations, or unexpected issues occur, document them immediately
• Take photos and submit via the Resolution Center within 24–48 hours
• For high-risk stays, consider using a security camera in legal exterior areas for activity logs (e.g., unauthorized guests or parties)

5. Understand What Chargebacks Cover

Most chargebacks are related to:

• Claims of fraud (the guest didn’t authorize the booking)
• Property misrepresentation
• Non-delivery of service (e.g., guest claims they were denied access)

Avoid these by:

• Keeping listings accurate
• Offering clear check-in instructions
• Confirming guest satisfaction during the stay

Signature Partners Pro Tip: Create a Chargeback Defense Folder

Create a digital folder for each booking with:

• Photos/video of pre-arrival condition
• Message history screenshots
• Check-in confirmation
• Review of house rules
• Post-checkout documentation if needed

This takes less than 5 minutes per booking and could save you thousands in disputes over time.