Can't contact airbnb customer support about a cancellation - very frustrating

[Alessandra87]

Airbnb writes on their help page that you can contact them in case a cancellation has been made under extenuating circumstances. In order to remove the cancelation penalties, they ask you to contact them, yet they provide no way of doing so. They provide no contact information. I've searced through all the menu items, there is no option to contact airbnb after the reservation has been cancelled. Also, every email written to airbnb simply gets returned with an infuriating "sorry! email not received". Maddening. 

The below is from the help pages. They don't provide any contact info!:

"Claims can only be considered after a reservation has been canceled. Once you have informed your host or guest and canceled a reservation, if you feel that your reason for cancellation is covered by Airbnb’s Extenuating Circumstances Policy, contact Airbnb for consideration."

[Victoria57]

Hi @Alessandra87, I do think it's strange how badly AirBnB communicates the methods for contacting them. If they spent half an hour looking at this forum they would realise how often the question about how to contact them is asked. So they are getting this very very wrong. Increasingly it seems they don't really want to get into all that messy customer support stuff despite the fact that without hosts and guests they wouldn't have a business.

For the record the methods and numbers for contacting AirBnB are here. the Twitter DM method (if you use Twitter) aparently gets a good response.

[Alessandra87]

Amazing! So helpful, thank you!