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.

[Victoria1376]

Try 02033181111

[Victoria1376]

Hi I am struggling to contact anyone about a payout that I have not received - they sent an email to say I had the money ….but I haven’t received a penny …even my bank confirms no money paid.

what can I do ? Have spent 7 days trying to find someone to call 

[Mike-And-Jane0]

@Victoria1376 The first thing to do is check your payout instructions in your account. Absolute worst case your account has been hacked and payouts directed elsewhere.

Next check your account transactions and see what it says regarding the payment.

Next - Be patient - Our payouts usually take about a week to hit our account after the Airbnb email is sent saying they have sent us the money.

Finally call the UK number in the post at the beginning of this Help section titled contact Airbnb - I think the UK number works.

[Victor-Manuel10]

everything is simple and clear, thanks for the guide

[Erbu5]

simple and useful tutorial, thanks a lot

[Seth176]

Their support is laughable except it’s not funny at all. Airbnb support is almost nonexistent so why are we even paying them a fee? All the disgruntled hosts need to bad together and create our own platform. The thing is there is absolutely NO RECOURSE because there is nobody to reach out to when you have problems. I’m about to pull my ad permanently because of repeatedly being brushed aside and too little too late seems to be Airbnb’s MO. It’s really too bad. What really burns me is when they say “hosts are the best part of Airbnb” and the they keep f@&*king people over left and right. I had no idea so many other people were having the same problems I have had. It’s despicable. They MUST do better to support their hosts or the platform will inevitably fail. I’m not impressed at all. I guess ppl are gonna have to start some sort of coalition to bring it before a judge? I dunno what else there is to do…but if I hear them say we are “the best part” one more time im

going to puke on my computer.

[Melanie957]

We recently stayed at an Airbnb. It was  superficially  cleaned only. Food left in fridge. Very dirty oven. Dirt and old wrappers in the closet. TWO holes to the outside world in the ceiling. We were awakened our 1st morning by a chewing rodent. We contacted the host who offered to come and clean, but refused refund. We then reached out to Airbnb. What a scam. We were finally offered a refund of ONE night's stay (paid for 4) and told our reservation had been canceled by the host and we must leave! 600 miles from home on Thanksgiving wknd. Having reached out repeatedly to Airbnb, we are getting the run around. Is there any solution to this? 

[Sonia220]

Thank you for this guide. It is almost unbelivable that Airbnb cannot be directly and easily contacted by the people thanks to whom they make money...

[Robin107]

I agree...I filed a complaint on June 1st, have called them a dozen times and all I get is a message saying your issue is being handled but I never get to speak to anyone about it.  Just terrible!!!

[Robert514]

I am having the same issue. A guest damaged my place and I am just getting the runaround from AirBnB for over 2 weeks now.

[Marc543]

You need to open a resolution center www.airbnb.com/redolutions open the case and asking the amount you need, if in 72 h you dont get response you can involve airbnb to get a mediation agent

[Omet1]

https://www.airbnb.com/login?redirect_url=https%3A%2F%2F%2Fwhatsmyreferer.com

[Omet1]

https://www.airbnb.com/login?redirect_url=https%3A%2F%2F%2Fwhatsmyreferer.com

[Marva3]

I am actually quite scared now having read all this complaint about the AirBnB customer service and then trying to contact them myself. This is so unlike Booking.com and Travalgo who offer direct customer service and superb service if I may add.  I have sent 3 emails today and made 4 calls to the numbers given and so far no success.  I am at a loss as to how such poor service can be had in this day of technology. 

Worried owner.

[Nicolas344]

Yeah... same here... Quite scary to see how HARD it is to even get a hope of even reaching anyone, let alone "solving" the issues... Innovators Dilemna.