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.
