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.

[Scott--31st-Street0]

Hi

I would like to cancel one of my reservation due to fully booked by others. When I cancel it, I received an message as per below

"Unable to perform action. Please try again through the website or contact support if you need immediate assistance."

Anyone can help from Airbnb. Thank you and do appreciate it.

[Niki38]

I am having a very frustrating experience in communication with Airbnb support. I have not had adequate clarity or support for an issue I filed through resolution center from August. I am not sure what is happening at this point, but still have inquiries into support with no response in over 5 days. The last case manager was not helpful at all, and sent me a very off-putting email

[Teresa278]

I had to contact them once ref a booking and the only way I could get through was to register with twitter which I was not interested in. There is a help area on there and they did contact me straight back from that. What is so disapointing is that this seems to be a regular thing no one can contact them they seem to monitor and control everything you do but without the support that is greatly needed from this company it is a shame. I hope you manage to sort your problem 

Teresa

[Aileen22]

I have had several inquiries to stay in my cottage by people who have no profile picture or personal info. ie interests, occupation ID verification etc.

I was under the impression that this info is compulsory. This is the main reason I signed up to be a host. I live on the property and want to be sure the guest seems like a nice and respectable person.

Otherwise I might as well just advertise with any letting agency.

Also a problem I've encountered is an Airbnb member booking for someone else and only telling me after I've accepted the booking.

This could potentially be a security risk as the profile you are seeing when they book is not the person you're getting.

Thanks

Aileen 

South Africa.

[Lauren255]

Good afternoon I’m being discriminated by Air B & B after a host stole over 400 in clothing from me . Air B and B has declined to follow up and has shown discrimination towards me and this should be bought to the attention of the proper customer service department . Theft is something that should not be taken lightly the host stole two pairs of brand new denim jeans from me while I was staying there .

[Lydia98]

Hi there,

my enquity has asked when when she pays in full?

Can you help?

[BedandStay0]

Thank you so much for the information. I just joined Airbnb and I am a bit nervous about you know complains and all that.

Hopefully I wont cross in this situation but I am glad I have all the information in how to contact the company if something happens.

I just listed a beatiful 3 floors house with elevator in Tokyo. If you have a chance you can take a look.

If you are planning to come to Tokyo please feel to contact me.

N-House 6BR/Sta 2min/FreeWifi/Shinjuku in 15min - https://www.airbnb.com/rooms/21581868

Regards,

Mirtha 

[Marcelino-and-Debra0]

OK - I have spent over 30 minutes trying to follow your instructions:

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.  

WTH is "Some things you choose ....." THERE HAS TO BE A WAY TO JUST SUBMIT AN ISSUE NOT LISTED.

[Victor214]

Airbnb not prepared with Hackers ??

Here is my story, I use Airbnb may be twice a year for some casual travelling here and there. I live in australia and don't have any accomodation listed.

But guess what! 

Someone hacked my profile from 2 different countries:
25/10/2017: Neckarsulm, BW, Germany
22/10/2017: Nanchang, 36, China

WTF - I haven't been travelling at all.
WTF number 2: I realize just now that some accommodation in Germany has been listed on my profile...
PLEASE EXPLAIN. TRUST IS GONE!!!

[Justin211]

Have sent messages a handful of times & still no reply 😞 their customer service skills are lacking. 

[Bob-and-Susan0]

I have spent so much time & energy just trying to find a number to use to get a LIVE person at airbnb to help me.  Their web help info is awful & so difficult to navigate, especially for a on-tech type like me.!!!

[Tako2]

Hi everyone. Every time I check my listings it doesn't show up on the search results and none of my friends and family can see it either! Any help would be greatly appreciated!

becide the bets price and location last two month I hadn't have the reservations, I think the listed flat is not visible olways 

thank in advance for the recomendations

the best,

Tako

[Robin107]

You can easilly reach a live person when you call the regular 800 number but if you have an issue, like with payments, or hacking or anything serious, you will NEVER be able to contact them directly for your issue.  It won't matter how you try to contact them,  Twitter, Facebook, whatever, you will get a standard answer sent back to you which says something like a case manager is looking into your issue.

You can only leave a message and a case manager will contact you but it take 2-3 weeks of just sitting on your problem.   I can tell you I had a serious payment hacking episode and it took weeks but they did get me taken care of.  Very frustrating and can be very scary!

Hang in there!

[Jen-And-Jon0]

Robin -- how often did you have to contact them before they actually solved your problem? I've been a host for 3.5 years and it's been a month since anyone has been able to make a reservation for my listing and over 3 weeks since I have been paid for existing reservations. I've called and emailed and tweeted and facebooked everyday for a week now and still nothing. 

How do I ever have confidence in their "customer support" claim again, as a host or a guest, when I can't even get a straight answer after a solid week??

Very frustrating!

[Michele421]

I am not getting one booking even with 25 percent off!  When I first starting hosting I was booked for six weeks strait.  Two months with no interest no one even looking at stays. I think 53 ppl. Scratching my head