Airbnb Answers: Easier access to Customer Service

[Airbnb]

You asked: Can Airbnb make it easier to contact customer service?

You’ve raised this important question at each Global Host Q&A, and we hear you loud and clear. Easy access to support when you need it, with quick and straightforward resolutions, is important. And we haven’t always made it easy. But we’ve made major improvements and are committed to more. So, what’s been improved?

Easy access, especially when you’re hosting

We’ve created a new way for hosts and guests to contact Airbnb Customer Service. The feature is available during active trips beginning 48 hours before check in and ending 48 hours following check out.  

To quickly contact Customer Service using this feature, follow these steps:

On your desktop computer:

• Log in to www.airbnb.com, click on “Help” at the top right corner of the screen
• Click on “Visit the Help Center” button
• Click on the “Contact us” button at the bottom of the screen

On your mobile phone:

• Via the Airbnb app
• Tap on the “Profile” tab on the bottom right of the app
• Tap on “Get help”
• Tap on the “Contact us” button at the bottom of the screen
• Via the Airbnb app
• Tap on the “Trips” tab at the bottom of the app screen
• Tap on the specific trip you are interested in
• Tap on “Help” at the bottom of the screen
• Tap the “Contact us” button at the bottom of the screen

When you click “Contact us” you’ll be able to select the reservation affected (if applicable) and the type of issue you’re experiencing.  After that you can select how you prefer to receive support from Airbnb, including self-service, online messaging, and/or by phone.

So far we’re finding that over 90% of hosts are able to easily find and contact Customer Service using this new feature. Currently, it’s only available during active trips beginning 48 hours before check in and ending 48 hours following check out.  But, stay tuned - we expect to make this feature more widely available in 2018.

Faster help once you’re connected

If you’ve used the steps above to call us, we’ll automatically send your Community Support Specialist the relevant information about your reservation and reasons for calling. This way you don’t have to explain your situation multiple times and your issue can be resolved more quickly. We’ll also allow you to easily confirm who you are prior to speaking with a Community Support Specialist so you can skip time-consuming security questions during the call. We’ve found that this saves between 1-2 minutes per call.

If you have less urgent issues you can always email us, find answers in our Help Center, and seek advice from your fellow hosts in the Community Center. Superhosts always have access to our dedicated Priority Support line.

What’s in the works for the future?

While we aren’t ready to make big announcements, we can say that we’re investing in self-service tools and instant chat to allow both you and your guests to easily and quickly remedy issues that come up. Our goal is to make sure you have the help you want at your fingertips.

As always, we appreciate your questions and feedback and look forward to the next global Host Q&A!

The Airbnb Team

In the latest Host Q&A, CEO and Head of Community Brian Chesky answered top-voted questions during a livestream event. For questions he didn’t have time to address, we’ve introduced the Airbnb Answers series. View the latest Host Q&A, here.

[Christina-Strommen0]

Works costumer service. Even worse then Comcast. 

[Janis18]

Telephone customer service really doesn't exist. The guys on the phone don't have the answer or they have the wrong answer. Then a ticket is opened, someone tells me "they are on the case and will respond quickly."  The next email said ticket is closed. This is just one example. Really, fix this please.

[Yasmin2]

to answer your question No I dont work for Airbnb...Ive been a Homesharing host for almost 3 years and yes I have had quite a few 'issues'  depending on what one would rate as 'serious'  problem

[Farida12]

What customer services the link is mainly advertizment for Airbnb. I am getting less and less interested in what Airbnb has to offer hosts I feel they are only there to advertise themselves rather then come to the point and solve our problems. I find them most unfair towards host, they expect us to instantly booking or else our booking will go to bottom of the listing in other words we must allow anyone in the house or else we are punished.

I list two room from my house, one of my last guest left long negative review out of vindictiveness just because I did not say what he wanted to hear and I was not willing to extend his stay when his wife joins in from Argentina. While he was staying here I had two guest in my other room who left great review for me and for my house being very clean but when this man wrote review for same period he wrote many lies after I on the other hand left him a great review. Airbnb did not bother to check how can same house be so filthy on same dates where other two  guest were so appreciative during same period instead they downgraded me on the whole and now my both room have waring. They say they would not remove any negative review even if it’s obvious lie and in the past they were quick to delete review where Airbnb were at fault.

This is rediclous that now guest are using review to black mail us if we don’t listen to their demands and Airbnb punishes us if we do not do instant booking.

I am so put off by Airbnb attitude towards host. They initially started to encourage homes to open their doors to guest but now they have no regard for people who are hosting privately, it won’t be long before private host stop inviting guest through Airbnb.

Customer Service Crap link is new way to invite people to listen to Airbnb advertisement first then they will come to a point, what a waste of time

[Rodney1]

LOL!  How about a single click/link?

[Barbara1082]

I have 3 rooms, none are shown together.  In fact on a map they are shown far apart.  I called about this because I have a specialty homestay.  I need my 3 separate listings to show up together.  When I called airbnb they said it was for security, that they don't show them together.  This doesn't make any sense.  The 1 room shows up where it's supposed to be, the other 2 don't.  Thus, it's only the 1 room that ever gets booked, because the other 2 rooms look too far away!!!!

[Holly15]

Airbnb hosting is a BUSINESS that is owned by the HOST, not Airbnb.  Hosts are like independent contractors, who work through the Airbnb portal, but the business of accepting guests into your home or property is run by the host, like the hotel or hosteling business.  So if something goes wrong  with a guest, YOU deal with them the best you can, or call the police if needed.  If property gets damaged, you contact YOUR insurance company.   You are running the show, not Airbnb, so we can't have false expectations about what their role is for the hosts.  Nobody forces hosts to host.  They choose to host on their own volition.   If they are unhappy with Airbnb, they simply choose to stop hosting with Airbnb.

[Nieves-And-Ricardo0]

Why should WE can YOU? and pay for the long distance phone calls  For instnce I host in Morocco and I always have to pay for the long distance phone calls.  Don't you make enough money from us already? Can't you set up some sort of Voice over IP system where we can comfortably talk to you? is that so hard and costly?  Also why does your answering machine asks us to input our phone number and then when the operator/agent answers the phoen she/he asks the same phone number information... Whata a waste... and WE are paying for the phone call!  

[John1574]

@Airbnb

I see no administrators put their name on this thread.

79 comments and AirBnB has a 95% disapproval rating.

Some of the horror stories are shocking.

After so many negative stories you'd think the Admin or @Lizzie,  or someone at AirBnB would enter the thread with a follow-up on what their response is.

Otherwise what was the purpose of the Admin's thread.

Rate Customer Service

https://community.withairbnb.com/t5/Hosting/How-Do-You-Rate-AirBnB-for-Customer-Service/m-p/726754#M...

[Juan-J0]

This is a bad joke. I have a ticket open with them since July 2017 (11 months ago) because they witholded me extra money by mistake and not only do they give me my money back. But it's just that they don't answer the emails. And whenever i speak to customer support it's just some young kid who admits their mistake but can't do anything about it. I have recorded more than 20 calls with them because i am getting ready to sue and they are completely appalling. They do not care about their hosts at all. 
And the customer support is horrible. 

[Bonnie44]

 ••My Experience is Different••

Hosting for almost 2 years Ive (knock on wood) not had a single problem with customner service. My calls have not been outoutsourced and I get a follow up email asking how  effectively the problem was resolved.

[Bill55]

I would have said the same thing for 7 years until this year. Then they stopped paying me and fixing whatever problem they had that stopped their payments to me. It has been awful since.

[Stay-Asheville0]

Contacting support has never been an issue.

Getting someone who's competent is impossible.

[Ann10]

@Juan-J0 I took action against them w the American Arbitration Association. That is the only way to get them to do the right thing. The ridiculous thing is that it will cost them $1700 more than if they did the right thing in the 1st place. I can tell you what pitfalls to avoid or what I would have done differently. Amazingly, I'm going to have to do it again. Thier non English speaking Trust and Safety Specialists are more about controlling people than doing anything that has anything to do w "Trust and Safety".  I learned some more things that are really appauling morally.

[Nicola226]

I think the solution is to have a dedicated Host Help phone number/email/online chat.  When there is an

issue, a host wants immediate support. 

Also, I want to comment on the process of Airbnb Super Host admin.  I recently had to cancel a reservation due to a double booking.  The double booking was due to a glitch in the Airbnb Calendar

software.  Airbnb immediately took away my Super Host status. 

My recommendation is that there should be dialogue with the Super Host before taking such drastic

action are removing the SH status.  I worked very very hard to achieve the Super Host award & continue to improve.  My ratings are 5 star and Reviews reflect this.  It is obvious that something must have occurred out of the norm for me to cancel a booking!! 

I had to call Airbnb and explain what took place and eventually my Super Host status was restored.

It did take some time and alot of calls, emails...Representative was helpful though.

Brian, It is important that Airbnb treat their Super Hosts with more regard & respect. 

Please bring into action a better process of communication & evaluation before taking away

Super Host status. 

Nicola Mair, Jamaica