Change Phone Number on Account Profile

[Gary1510]

I have a catch 22 situation:

In order to update my phone number on my account profile Airbnb will send a verification code to either:

1) an SMS to my old phone number

2) a phone call …..to my old number.

Verification code via email is not an option.

I don’t have access to my old phone number, it crashed so my network provider issued a new number. So neither of these Airbnb verification options is possible.

My Superhost Customer Support advisor has told me there is nothing they can do….. despite me having verified my identity to be able to discuss my account with them….they can’t change my phone number…..it must be done via their automated protocol…… !!! Which will only send verification code to my old number.

So at the moment Airbnb UK Customer Support are unable to assist and will not escalate the problem to a department that can. So guest and Airbnb communications via phone will continue to disappear into a black hole as they won’t recognise my new number.

Is there anyone who knows who I can contact in Airbnb to help me as all routes I can see lead me back to their UK Help Centre……whose ability to do anything is zero.

Been a Superhost for many years. You’d think someone in Airbnb would be interested in helping me??

[Rebecca]

Hi @Gary1510 👋

Sorry to read about this experience. It's been a little while since you posted and I wondered if you'd received any updates from Airbnb Support? 

[Gary1510]

hi Rebecca 

Eventually managed to resolve it myself by escalating, via social media; outside of the AirBnb community, to exec level at AirBnb US which got immediate results.

Very dissatisfied with my so-called UK Customer Support Ambassadors who advised me, in writing, that nothing could be done & I would have to live with it.

I even threatened to remove my listing and the response was “well that’s my choice”. 
I think it would be good for someone senior at AirBnb, with AirBnb host responsibility, to be aware of the apparent dismissive attitude of their Customer Service dept and the impossibility of escalating a problem within AirBnb when Customer Service cannot resolve & refuse to escalate or refer.

in the first instance I would suggest it would be useful for Airbnb account security to add a verification code option via email for changing your phone number.

Appreciate you asking albeit a little bit late in the day……