Contact Airbnb: A Community Help Guide [UPDATED]

[Dave-and-Deb0]

This, I believe, is the most common questions on the Community Center.  Below is a "How To" guide on contacting Airbnb.

3 easy ways to contact Airbnb:

1. Airbnb Community Experts
2. Via Twitter Direct Message @Airbnbhelp
3. Calling Airbnb

1. Contacting Airbnb's Community Experts

The easiest and quickest way to get answers to any issues is through contacting Airbnb's Community Experts.  If they cannot answer your question, they have the ability to re-route you to Airbnb Specialist who will have the notes of the conversation you had with the Expert and can usually solve your question.  Please be kind to these Experts as they are not employees of Airbnb and do give their time to assist you in resolving your issue.   

Step 1: Visit https://www.airbnb.ca/help/contact_us

Step 2: From the bottom of the screen, choose either "My question is about something else".

Step 3: Follow the prompts to figure out what best describes your issues.  Some things you choose will take you to specific information whereas others you can fill in the text box and submit your question.  Keep trying until you find something that lets you enter your question into a text box.  If you see the box that says "I still need help" at the bottom of the screen, choose that and enter your information.  If the choice you made has nothing to do with your question, please just describe this first and the Expert will still help you.

 

Once you choose the "I still need help" button, you will get a text box which allows you to enter your information.

When you submit a question, you can expect an answer back from an Airbnb Expert within five minutes but usually less.  If the Community Expert cannot help you, they can re-route your issue to Airbnb who will then contact you.  Airbnb Community Experts do have some access to your reservation information but if it is a question that can only be answered with account information, they will re-route you automatically.  Airbnb Community Experts are available 24/7 and again, usually you will have an answer from them within minutes.

2. Contacting Airbnb Via Twitter

I find the second best and easiest way to contact Airbnb regarding any issues I may be having is by using Twitter.  Airbnb seems to have dedicated staff who monitor their Twitter feeds and I usually hear back from them within 5-10 minutes of posting my isssue.

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them.

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for information such as your listing but always provide it over DM so it is not public.

3. Calling Airbnb's Customer Experience Line

 ***Please note that these phone numbers and any numbers below are meant for URGENT MATTERS so it is best to use the above two methods first***

Here are the phone numbers for Airbnb.  If the area where you are hosting is not listed, check out the two ways below this list in order to find their number for your area.

United States and Canada	+1-415-800-5959 +1-855-424-7262 (toll-free)
Argentina	+54 11 53 52 78 88
Australia	+61 2 8520 3333
Austria	+43 72 08 83 800
Brazil	+55 21 3958-5800
Chile	+56229380777
China	+86 10 5904 5310 400 890 0309 (shared-cost)
Denmark	+45 89 88 20 00
France	+33 1 84 88 40 00
Germany	+49 30 30 80 83 80
Greece	+30 211 1989888
Hong Kong	+852 5808 8888
India	000 800 4405 103 (toll-free)
Ireland	+353 1 697 1831
Israel	+972 3 939 9977
Italy	+39-06-99366533
Japan	+81 3 4580 0999 +81 800 100 1008 (toll-free)
Mexico	+52 55 41 70 43 33
Netherlands	+31 20 52 22 333
New Zealand	+64 4 4880 888
Norway	+47 21 61 16 88
Peru	+51 1 7089777
Poland	+48 22 30 72 000
Portugal	+351 30 880 3888
Puerto Rico	+1 787 919-0880
Russia	+74954658090 88003017104 (toll-free)
South Korea	+82 2 6022 2499 +82 808 220 230 (toll-free)
Spain	+34 91 123 45 67
Sweden	+46 844 68 12 34
Switzerland	+41 43 50 84 900

United Kingdom

+44 203 318 1111

Hopefully this help guide helps you to contact Airbnb for any of your issues.

[Michelle2174]

We should start staying at hotels and boycott Airbnb .  Their customer service is the worst I have ever experienced.  They are so incompetent and essentially make you, the customer, have less power than the hosts.  I just had a horrible experience.  Was assigned about 5 case managers who kept ruining my case and confusing everything plus their only offer of compensation after I had to sleep in my car and cut my vacation short was to reward me with a $100 credit.  We should boycott businesses like these.  They don’t deserve our support or money 

[Car16896]

Again no response. This is extremely frustrating. Email after email, call after call. "someone is handling it" Now it has been 10 days with no clear explanation and the guest will be checking out soon with another checking in. May I please have a person reach out to me to explain on how this will be handled. If I was to not pay a company they would charge me late fees and service charges. Absolutely no  Compensation and still waiting for my money.  It's not 10, 15 or 100 dollars, it's closer to 1000 dollars. I don't know about you but I need that money. The bank has already charged me late fees on my mortgage. Terrible terrible terrible customer service.

[Oli5]

This is all well and good, but Airbnb have not paid me for over 30 days at this point. I have been in touch with them many times. They are very nice, lots of platitudes and blowing a lot of smoke up my a***, but they have done absolutely nothing about paying me the £216 they owe. A multinational, multibillion dollar company can’t pay me £216 because of a glitch? I rely on Airbnb to pay my bills. 
Be aware their “help” is not help, it’s a run around. 

[Anonymous]

Do what I have done.  Booking.com is much better.  90% more bookings with them.  Once, if ever, I get my money I will close my account.  I have blocked out all future dates already.  Sharlitons and an absolute sham.

[Bouchta0]

Anyone have a guest ask to do a portrait photo shoot at your place? Did you charge more? Did you regret it? Are there any insurance issues?

[Zorica20]

Imali smo goste koji su dolazili u naše mesto da bi se venčali. Zatražali su da naprave fotografije priprema za venčanje. To smo im odobrili bez ikakve nadoknade.

Mnogo više gostiju nije tražilo dozvolu da se fotografiše u apartmanu a fotografisalo se i te fotografije su  objavljivali. Možda bi u apartmanima u Kučni red trebalo dodati pravilo - zabranjeno fotografisanje. Tada bi se ta usluga mogla možda drugačije naplaćivati.

Neka neprijatna iskustva za fotografisanje za sada nismo imali.

[Margarita138]

Por favor una mamá quiere alquilar para su hijo, como hace?

[Erin4510]

I have been in contact with a case manager about a HUGE unauthorized party thrown in my house without my consent, attended by mostly minors and involving illegal substance use. So far, the case manager has suspended MY account because she misinterpreted me saying I took a video of the party when I showed up to kick the guests out as me having undisclosed security cameras, then said that she 'noticed that this guest told [me] about the party before booking' which is completely untrue. In fact my first communication received from the guest after asking her plans was that she was having a 'girls staycation.' I've asked multiple times to have a different cast manager or speak to a supervisor, but am met with silence. Even calling in to the help center again, was told that the supervisor wouldn't be able to help me unless the request came from the case handler. WTF? At this point it feels like Airbnb is trying to defend the guest for breaking the law, violating our agreement and trashing my house. So unbelievable. 

[Maryana12]

Thats a terrible service and don’t care about hosts at all. They not allow us to take a damage deposit and taking care about ourselves, and don’t help us also. I am really scared.

[Nanette37]

Hi - I was inquiring online about 2 places to rent in late Sept.   Airbnb's website says "book now and you won't be charged yet"..... unfortunately, that is what I did and since they had my credit card number on file they took it upon themselves to charge me over $3,000 - I immediately cancelled and got my money back except for over $300 service fees.  Since it was illegal for the to charge my credit card shouldn't I be imbursed the total amount????

[Angela1123]

I usually had good luck with Air BNB support calls. Now I cannot seem to get a remotely competent person on the other end of text or calls to help. My calendar is locked up on one property but not the other and is preventing bookings. I also have an unresolved issue where Air has taken it upon themselves to credit back monies to a guest that we (the guest and I) clearly in writing agreed upon would be in lieu of paying the full 90 day stay when their contract in my area was cut short. Now air say I OWE them money. NOT OK!!! They robbed me of over $1000 when they changed policy without warning and the 25% of lost booking payments only covered a tiny margin of time with all the stipulations they put in place to qualify for the 25%. Total garbage. I am seriously starting to look for another company to post my proprties with. So frustrating. 

[Tusibwene0]

Very sorry to hear this, Angela. It is not fair at all. I am currently on the back and forth with them about a payment they are trying to collect from me a year later from a booking I stayed at as a guest. Though a Superhost, I am threatened with account suspension. Something is not right with Airbnb. They had always been helpful in the past but it’s either they are short-staffed or we have loan sharks running the show! 

I do hope they sort your issue out. 

[David6889]

Hola a todos! Tengo una consulta quisiera q me ayuden luego de estar 67 dias encun lugar faltando 3 dias el host quiere que le pague $2000 no se que hacer? Que me recomiendan

[Aurora36]

@David6889 Absolutamente no! Los hosts no podemos requerir ningun pago adicional a los huespedes, almenos que hayas provocado daños o perdidas en la propiedad. Llama inmediatamente a Airbnb para reportarlo y manten toda comunicacion con el host en la plataforma. Si no lo has hecho o te pidio el dinero en persona, mandale un mensaje por Airbnb diciendo que no puedes aceptar el cargo adicional que te ha pedido en (fecha) y que va en contra del reglamento. Necesitas pruebas para que Airbnb te apoye. Suerte!

[David6889]

Muchas gracias ya me puse en contacto con airbnb estoy a la espera que me respondan, esto no estaba en el reglamento que me cobren $2000 adicionales de agua y no se si los consumi o hay una fuga o esta dividido para la casa donde estoy y los dos departamentos que hay en la parte posterior.

nunca me habia pasado con airbnb  algo parecido . No me pareje justo q 3 dias antes de irme me quieran cobrar ese valor .

slds y muchas gracias