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.

[Hal5]

They don't give a phone number anywhere??

Hal

[Glenys6]

I also can't fine a phone number anywhere!  It's so frustrating!

[Aygul0]

Thanks a lot for that. 

For the first method: I don't have the window with: my question is about something else. 

C'me on, airbnb! You can't handle a direct message box or an online chat? It's really frustrating how people have to deal with the long steps ending up with nothing!

[Eszter5]

I agree, this is ridiculous that it's so difficult to contact airbnb!  

I can't belive that Airbnb doesn't offer convenient and responsive customer support to it's hosts & travelers. 

[Eszter5]

Although it was a bit hard finding out where to contact Airbnb, finally i managed to involve them in my case

and a really helpfull and kind lady just called me up on my phone and assured me that they are making sure

that they find a solution for my case and that i get a refund.

Unfortunatly i had a horrible experience with an Airbnb apartment in Paris, where the host was careless and

the apartment was filthy with a bed full of bedbugs that bit me in several places over night. Even after a week

i have itchy spots on my skin and this is not just grouse but outrageous that a person rents an apartment in

these conditions.

[Glenys6]

I agree absolutely!  It's impossible to get an answer to a question!

[Megan150]

First let me start by saying I have been a host and traveler on air bnb for 2 years now. I have always had a good experience both hosting and traveling. That was until I actually had to reach out to Air bnb for assistance.

My last reservations booked and stayed 5 nights with in my home. Upon returning the day they checked out I found multiple damages in my home, one of which the guest told me about up front. Both damages were very similar however the guest is only taking responsibility for minor damages and not all. I attempted to work it out through the resolution center as instructed by air bnb however it was clear the guest and myself would not be agreeing.

I have since contacted air bnb support a total of 6 times. On every call I have been told that I need a case manager and that my current case manager is in the wrong department and they will need to transfer my case to the correct department. They then follow that up with someone will be in contact via phone shortly. This all started on 9/17 (day of checkout) and I have yet to be contacted by anyone via phone. I have received 2 different emails by 2 different people sending me help links that lead me back to the resolution center, none of which are helpful or explain how to get my security deposit.

Air bnb gives you the ability to request a security deposit on your home. This is similar to a hotel asking for a credit card to be on file in case after your departure there are damages. They do not email you and negotiate the fee's of the damages they simply charge them and move on with their day. This is what air bnb hosts are lead to believe with the security deposit. After all, why would you add the additional security deposit on your home and make it available to your potential guests if it's not enforced.

I have now been on hold for the 7th time with a "supervisor" of one of the customer service teams for an hour an 26 minutes and counting. Majority of which has been spent listening to terrible music. During the actual conversation part the "supervisor" admitted that they are not actually a manager and that if I did not get a call back this time I could call BACK IN and they would escalate it to a manager. This was infuriating considering the last 3 calls I have made I have asked to speak to a manager and was lead to believe that was who I was speaking too. At that point I interrupted the rep and told them how upset and shocked I was that he just admitted that he was in fact not a manager and that I had just wasted an hour of my time for him to tell me exactly what the last 6 reps had said and then rat himself out about his lie of not being a manager. I have now been waiting 27 minutes on hold for an actual manager to pick up.

I am unbelievably shocked, disappointed, and infuriated with the lack of service I have been given. Yes, air bnb offers a good product. A place for people to list their homes but they also make it seem that they will have your backs and act accordingly when things go wrong, like damages. It is VERY clear to me now that is not the case. I have no idea if I will ever get someone on the phone who can actually assist me but I do know I will be posting this review on every outlet possible.

[Teresa278]

I was pulling my hair out trying to find out how to contact them to sort an issue someone kindly told me to joint twitter and go into the Air B&B help page to contact them which I did (although I did not really want a twitter account) and they did come back to me within 15min, it was ref a booking though not damage. I hope you get this sorted.

Regards Teresa

[Mick27]

Why force me to get a twitter account?

I have never been on that. Also if they can work on twitter, why can't they work on e-Mail or the phone?

[Lesek0]

Im a Host from colombia, trying to connect my payoneer acoount to airbnb and it doesnt work. And it is imposible that contact airbnb is almost imposible. They dont have online conversations, they dont respond emails, so, im here with 2 reservations with out payment obver a months ago.... No correct information on theirs guides... Horrible experience!.. 

[Teresa278]

Hi

i also found it difficult but was told to contact them via twitter I joined and went onto air b&b help and left a message they contacted me within 15 min hope this helps.

[Neti1]

Hi Lesek. I was recently in St. Lucia and when I went to https://www.airbnb.com/help/contact_us#/ all I saw were links to help files.  I actually alerted Airbnb to the situation by sending feedback, and within a day the link had a phone number and a place to send a message.  I have often wondered in view of messages like yours  if maybe the help is different in different countries.  If you do send a  message to Airbnb via the help link, be sure to state that you are requesting to speak directly with an Airbnb representative. It's true a lot of the guides need updating. I think you will find better guides here in the community center, for example https://community.withairbnb.com/t5/Help/Community-Help-Guides/m-p/23100/highlight/true#M311

Neti

[Anne607]

I think changes may have been made since this guide, as it is now not allowing me to add any message after i have chosen from drop down message. I am trying to find help for a couple who made reservation request before checking with me and i couldn't accommodate them. The girl is now getting really anxious as she thinks she has paid and can't work out how to get in touch with air b and b. It used to be relatively straightforward to make contact, but right now I cannot figure it out at all. Very frustrating. don't know why they have done this. Maybe air b and b should forget about pushing "experiences" and get back to basics. If anyone can advise would really appreciate it. 

[Neti1]

Hi Anne, if the guest made a request and you didn't accept it, she will not have been charged.  She can check her message thread for the request that she sent, if she was charged than the reservation will show up there (if on computer) or in her Trips if on the app. If you declined the request, there is no charge. If it lapsed because 24 hours went by, there is no charge. The only way she would get charged is if you accept the reservation. If the guest will go to any Airbnb help file there should be a link that says "Contact," and from there she should be able to call, have Airbnb call her, or she can send an email from there and get help, using the link "I need help with something else," or you can send her the link from this Community Center https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245 which has phone numbers. Please tell her to use Firefox or Chrome, not Safari, as I noticed that link "I need help with something else" is missing at the moment in Safari.

: ) Neti

[Sally215]

Trying to find a help phone number for AirBnB in Uk is a nightmare.  What poor service.  Will switch over to booking.com.