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.

[Anthony211]

hi everyone.

i have not posted on any forums for a number of years, i dont use social media but this website has made me to write a topic. its really kne of worst interfaces and i cant understand how in Earth i can reach support here. considering the fees airbnb is charging this is just ridiculous.

anyway I have been trying to make a booking in the last 6 days with 3 different hosts but here is whats happened - (what a complete waste of time! its ridiculous comsidering i a, ready to spend 500GBP but no one is even bothered to reply )

i have made 2 requests with the first host - did not even bother to come back to me, complete ignore ( her property was available as the availability calender was showing)

second host - did come to me next day onlyto say "sorry the property is no available for these dates". but why does it come on your listings as available?

third host - have been waiting all day longand still waiting but i guess wont be response at all.

[Robin107]

That seems unbelievable to me!   I am a host and have been for almost 3 years.  I immediately respond to inquiries and if I didnt it would drop my host stats.  Not sure any host wants that so I am not sure why no one has responded.  So sorry to hear!  

[link hidden]

[Robin107]

Just had another thought...It's possible that the connection to your email address is being blocked.  I had an issue where my acct was hacked and my payments were being diverted to Europe.  II live in the US)  Airbnb says they have emailed me many times about this and I still am not seeing any emails from them.   NOT even 1 email even for regular Airbnb stuff.  We are thinking due to getting hacked, the hackers also put some kind of block between Airbnb and my email so I wouldnt get any notifications that they are steeling my money.  Maybe yours is blocked to for some reason and that is why you are not getting responses.  It's possible!

[Anthony211]

managed to get through to their telephone support onlynfor the, to answer with common phrases and hanging up at the end. Rude!

[Bella18]

Why the host or guest can't have direct phone number to call when they have issues? Customer service Must be there for customers, how come such service is not exist? 

Without direct phone number to call any business will fail. 

Manual how to submit questions in writing will never work in many cases.

how come you not providing phone number for payment department , when so many differences exists between the amount shown on confirmed reservation and actual payment? 

Regards, Bella

amount shown during reservation and actual payment? How to resolve such issues? Buy writing 

issues?issues? 

[Diana172]

What I want to do is give airbnb my opinion, as if "it" or "they" cared, about the issues raised in an article in New York Times a couple of days ago. The article says that airbnb wants to re-make itself more like a hotel experience. 

[Mariana156]

 Airbnb Community Help service

On the 20th of june i  received a mail  from Airbnb where the  subject  it says: 

" We're updating our Terms of Service, Payments Terms of service, and Privacy Policy"

and, on the content it says

"  This message cannot be displayed becasue of the way it was formatted. Ask the sender to sent it again using a different format or email program. multipat/alternative"

 it was from  a noreplay  sender 

to where should i ask to have it resent?

 Thank you 

Mariana

[Julia94]

Where is the phone number for South Africa?

Thats just rude to ignore such a huge part of their business.

[Neti1]

I've never really had trouble getting Airbnb on the phone, and I'm told that maybe it's because I have superhost status and they can tell that when I call.  At one time I got an email with a dedicated phone number for superhosts, but now I just look at my bookmark https://www.airbnb.com.sg/help/contact_us#/, and at least in my location there's an option to have Airbnb call you back, no matter if you are a guest, host or superhost.  I don't know if it's different in different locations, I'm in New Orleans. For non urgent questions I use the route suggested by Dave and Deb, so my question goes to the community experts.  If your question is confusingly vague or you sound angry, it may remain unanswered for awhile, before eventually it gets routed to Airbnb customer service, but in my experience they get back to you pretty quickly.  To get a speedy answer it's important to include any relevant information such as your listing url, reservation code (but not personal phone number or email). If you just want to give feedback regarding policies or difficulties there is a link https://www.airbnb.com/help/feedback, could be worth a try.

[Gary247]

Not sure if different depending on the host or other factors, but while logged-in to my account as a host and clicking the link https://www.airbnb.com.sg/help/contact_us#/ I am directed to a page to click links for help on certain topics but no where is a option to request a call back.

[Phillip56]

I've posted this on several other threads because it seems relevant to them. Being a superhost does NOT help. I have tried all methods listed above.....to no avail. Here, see what you think:

I am a Superhost, and I have been a member of Airbnb for a decade. I have been using the same credit card and Paypal accounts since day 1. I tried to book a place for an upcoming vacation and I rec'd the pop-up message "We are having trouble with your payment method...please try another method". Credit card is my default method. I switched to Paypal - same result. This happened TWO WEEKS ago, and it still is not resolved. I have spoken to/messaged no fewer than 10 people, having to repeat the story each time (because there seems to be no continuity in the CS reps). I have been promised multiple times that a Case Manager would be calling....NOT!  I have started several "Help Center" messages, someone responds the next day (or later), we have a few back and forth, and then the thread is just "Closed"!  Now when I try to message, I don't even get a response - at all - nothing. 

All of the same questions have been answered, many times. I am using a desktop, not a mobile device. Same computer I have been using for last 5 years. They told me it was an issue with my credit card company. Citibank says there is absolutely nothing amiss with my account, they never received a charge from Airbnb, so there is no way they could have anything to do with it. Same with Paypal; no holds, no limits, no issues, never received a payout request from Airbnb so it cannot be from their end. Same with my bank. They have NOTHING to do with my money being sent thru Airbnb.

I thought I would remove my CC from payment method, use Paypal as default method, then re-insert my CC just to see if it would "reset". Website won't allow me to remove CC as payment method because I have reservations pending, and I used that CC to pay for them. Which means I can't even remove that CC payment method and retry until the end of October, when those trips have ended!  So....what would YOU do?

[Qing3]

I haven't never seen such bad customer service, no number to call, no place to write a message. I finally got a number from my credit card bill and called and waited for a long time to talk to someone. But this person can only write down my question and said someone else would get back to me. When I asked when, she said she doesn't know.

[So-Un0]

Hello, i need to write ill do a late check out, where can i write it to my host? He is telling me tonwrite it in airbnb....is "change reservation"?

[Neti1]

Hi So Un, does the host say on his listing that he chargres extra for a late check out? I think if the price is changing the host needs to send you a change request. Otherwise, you just need to write the host a message, and if he writes back and says ok you can check out late, that's all you need to do. You're not changing the dates. Neti