Fake Airbnb Cancellation Refund and Resolution-Centre Phishing
Scammers send fake Airbnb cancellation notifications or Resolution Centre emails to guests or hosts, directing them to phishing pages under the pretence of processing a refund or dispute.
Part of: Fake Cancellation & Refund Scams
Last reviewed: 7 June 2026
Airbnb's cancellation and Resolution Centre processes are integral to the platform — both guests and hosts use them regularly when plans change or disputes arise. Scammers craft fake Airbnb emails that mimic the language and design of genuine Airbnb cancellation or Resolution Centre communications, targeting both sides of a booking.
A fake cancellation email sent to a guest claims their booking has been cancelled and that a refund is pending, but must be 'claimed' through a link within a specified time. The link leads to a fake Airbnb login page or a payment-capture form. A variant targets hosts: a fake Resolution Centre notice claims a guest has filed a damage report, and the host must log in to respond — leading to a credential-harvesting page.
Airbnb's real cancellation and resolution processes are entirely self-contained within the Airbnb app and website. Refunds are automatically processed to the original payment method.
How this scam works on the Airbnb brand
Guest-targeted fake cancellation emails arrive from non-Airbnb domains and reference a real-sounding reservation code. They claim the property is unavailable and the booking has been cancelled, with a refund available through a link. The urgency is reinforced by a 'claim within 48 hours' clause. The link leads to a spoofed Airbnb page that collects card details to 'deposit the refund'.
Host-targeted Resolution Centre phishing is particularly effective because it combines urgency (a guest has filed a claim) with financial anxiety (a damage dispute could result in a charge). The fake email asks the host to sign in to review and respond. Credentials entered on the fake page are used to access the host's real account, alter banking details, and divert future earnings.
Some campaigns target both parties in an active booking simultaneously, creating confusion about whether the booking is still active while both are directed to phishing pages.
Common red flags
- Cancellation or Resolution Centre email from a sender that is not @airbnb.com
- A refund that must be 'claimed' through an external link — Airbnb refunds go automatically to the original payment method
- A Resolution Centre link that leads to a domain other than airbnb.com
- A host receives a guest damage claim that references a stay not yet completed or one with no interaction
- Urgency deadline on a refund that would not normally expire if unclaimed
How to protect yourself
- Check all booking, cancellation, and resolution status directly in the Airbnb app or at airbnb.com — do not use links in emails
- Airbnb refunds are processed automatically to the original payment method — there is no separate 'claim' step
- Hosts should access the Resolution Centre exclusively through airbnb.com after signing in directly
- Enable two-factor authentication on your Airbnb account
- If you received a suspicious Airbnb email, forward it to [email protected]
How to report it
- Report phishing emails to Airbnb at [email protected]
- Report to the FTC at reportfraud.ftc.gov or your national consumer protection body
- If card details were entered on a fake page, contact your card issuer immediately
- If your host account was accessed, contact Airbnb Support urgently via airbnb.com/help and ask for a security review
Frequently asked questions
How does an Airbnb refund work if my booking is cancelled?
Airbnb refund amounts depend on the host's cancellation policy. Eligible refunds are automatically returned to the original payment method — credit cards within 5-10 business days. You do not need to click a link or provide card details to receive a refund.
I received a Resolution Centre email about a guest damage claim. Is it real?
Log in to airbnb.com directly and navigate to the Resolution Centre. If a genuine claim exists, it will appear there. If nothing is listed, the email is fraudulent — do not click its link.