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.

[Paula1538]

Is this the most recent guide? I'm asking because it has a 2017date.

[Donald28]

The last time I called airbnb (2 weeks ago) I was on hold for 1.5 hours before I got a human and that human transferred me to someone else which took another 45 mins on hold!!!!!!!!! What happened to bonus superhost customer service? "Hi superhost, we're glad you called us"... and 15 seconds later you're talking to a human? That was the ONLY worthwhile bonis to being a superhost! Now it is gone. 

airbnb CS has gone down the toilet to the point that i refuse to call or email anymore. It is futile. For the fees you are charing hosts and guests, you should be ashamed of the wait times to speak to a human and get help. 

[Charlene-and-Ed0]

It is September and I am hoping to find the latest information on HOW to get Airbnb to respond to my dilemma!  I HAD a real person that actually called me but now he has passed me on to the AIR!  Is there more updated information(than from 2017) about how to get Airbnb to answer a hosting problem??

[BenkaandKeith0]

Under option 1: "...Airbnb who will then contact you."
Not anymore.

6 YEAR AGO: Yes. Immediately, in no time we heard back, yes. Knowledgeable, attentive assistants, well trained, most of them super familiar with the platform, able to solve everything and anything. ONE person deal.

LAST YEAR? Yes. The quality of advice was so-so, it was apparent that the personnel is not as knowledgeable as they used to be, depended really who we had pleasure to talk to. But the assistance was still available and the solutions were made, found.

IN 2020: nothing gets solved. Nothing reaches conclusions. The issues are being pushed around. And no matter how many cases you open, someone from those so called "experts" rushes to close them down.

This company has never been so frustrated to work with than is now. EVER! Instead of celebrating our 23rd consecutive Superhost status we re debating to quit hosting for Airbnb. As has NOTHING to do with the joy working with&for them years ago. Sad. And endlessly frustrating.

[Tusibwene0]

This is so true! Their customer service has deteriorated over time to a point where this year it is nonexistent! It is almost as if loan sharks are running the show. 

[Renata451]

I'm new here and learning my ways around and making mistake. But , I dont believe as big Airbnb is and how much money they make they can't afford a real chat, a customer service, or better service if all

[Emiel1]

@Dave-and-Deb0 

This guide is very helpfull to many people !

But it needs some update or maybe even a new one.... :>)

[Mike896]

I've been trying to get support for 6 months now and I'm a superhost.  I think I'm just going to quit airbnb and go back to craigslist. 

[Elizabeth2103]

Me too... no-one responds.  I have had damage, drugs, faeces etc in my cottage and they suggest £18 from my damage deposit...

I am a superhost but they don't care

[K-C-3]

Here's a BRILLIANT IDEA:

Simply provide a *gasp* CONTACT FORM here on the website! A direct support email address would ALSO be good.

[Sarah977]

@K-C-3  There is no "email address" for Airbnb. You message support by going to the Help section of the main Airbnb site and following the prompts and drop down boxes until you get to a Contact Us message box.

I admit it's quite convoluted with unnecessary steps, but that's how it is.

[Jane2799]

Airbnb only want their money. They do not offer any level of acceptable service whatsoever.

[K-C-3]

Looks like AirBnB has gone the route of "not giving an eff" about hearing from anyone, be it customers or hosts, by making it near impossible to get a hold of them easily.The same way Twitter, Google, and Facebook, to name just a few, do the same. Ever try to directly communicate with someone at Facebook or Google? It'll NEVER happen.

[Shikha12]

Thanks @Dave-and-Deb0 this is invaluable content for me as a new host.

[Gill929]

The phone no for the UK as above does not work so what do i do now?