Contact Airbnb: A Community Help Guide [UPDATED]

Answered!
Dave-and-Deb0
Level 10
Edmonton, Canada

Contact Airbnb: A Community Help Guide [UPDATED]

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".

 

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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.

 

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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.

David

Superhost Ambassador ~ Host Club Community Leader ~ Community Expert ~ Experienced Co-Host

1 Best Answer
Andrea2525
Level 2
Beach Lake, PA

This was most helpful indeed!  A sincere thank you for your help!

View Best Answer in original post

197 Replies 197
Jerry249
Level 2
New Territories, Hong Kong

Forget about Method 1. Submitted 5 chats in a week, never get a respectful reply. The Chats were either rudely closed without a single reply or referred to a case specialist for followup within 24 hours which never happen.

Cathy170
Level 3
Saint Paul Charlestown Parish, Saint Kitts and Nevis

I am also so happy to find this.  I have spent almost a whole week trying to resolve a payout issue, which is not resolved.  Then yesterday, I had a potential renter contact us requesting a specific price reduction.  We agreed, but then I looked at what the payout would be, and Airbnb was showing a price that had been reduced again.  The price they have been pushing us to reduce to.  Since I could not reach anyone, and as of today, no one has tried to contact me on that issue.  So we lost that booking due to the time lapse.  I was contacted today regarding the payout issue and I really did complain (politely).  They did send me a phone number, so I will try that and hope it will all be resolved.  We are on a small island in the Caribbean and at times, things can become difficult compared to large countries.

Cathy Yearwood

Cathy Yearwood


@Cathy170 wrote:

I am also so happy to find this.  I have spent almost a whole week trying to resolve a payout issue, which is not resolved.  Then yesterday, I had a potential renter contact us requesting a specific price reduction.  We agreed, but then I looked at what the payout would be, and Airbnb was showing a price that had been reduced again.  The price they have been pushing us to reduce to.  Since I could not reach anyone, and as of today, no one has tried to contact me on that issue.  So we lost that booking due to the time lapse.  I was contacted today regarding the payout issue and I really did complain (politely).  They did send me a phone number, so I will try that and hope it will all be resolved.  We are on a small island in the Caribbean and at times, things can become difficult compared to large countries.

Cathy Yearwood



Cathy,

1) What's the unresolved payout issue? Perhaps we can help.

2) Don't worry about lost bookings. Something better always comes along!

But remember to  a) send a preapproval or special offer or accept within 24 hours (sooner is better). Otherwise it lowers your response rate (the early-bird catches the worm) b) even if its not the rate you were expecting accept a booking at the rate quoted by Airbnb but change your settings for future bookings. (One bird in the hand is better than 2 in the bush).

3) The price is always up to you. It's a computer generated minimum that Airbnb shows you. Interestingly it goes up if you increase your maximum so who knows what it's really based on. It can't push its will on you. It has no will.

 

 

 

Romana19
Level 2
Prague, Czech Republic

Přestaly mi chodit nabídky na rezervace,odborníci nereaguji,nikdo se mnou nekomunikuje,co s tím?

Jack437
Level 1
Las Palmas de Gran Canaria, Spain

Hi, what do you do when the airbnb support just lie, give up and close the chat? 

Jack437
Level 1
Las Palmas de Gran Canaria, Spain

 

Over 2 months ago we found out my partner was pregnant.  We decided that before the baby arrived we wanted a relaxing and peaceful break where we could quietly celebrate the news with her parents.  We set about searching for somewhere suitable. We are both experienced travellers all over the world and happy hiking and camping but obviously this time with my partner being pregnant and her elderly parents coming along we didn’t want anything too basic.  We settled on the idea of a nearby island of Fuerteventura in the Canary Islands which is owned by Spain. It is frequented my millions of European tourists per year and well developed so it should be a very easy trip.

After much research I finally found the perfect place on Air B and B... ‘Casa Belle Vista’ located in a nature reserve in the north of the island.  The description said ‘ideal for those who choose tranquillity’ and ‘for those who want to live in contact with nature while enjoying the sport and what seas of tranquillity offer.’  Again as my partner is pregnant we didn’t want anything too basic and the  ‘Casa Belle Vista’ was the perfect fit, ‘TV, iron, lap top friendly workspace’ etc etc. We even got an extra reminder that this was one of a ‘few places in the area where breakfast would be included!’  It was advertised at 50euros a night but slightly less on the nights we were looking for. I naively was only slightly wary when I saw it just had 1 review but it was a new place that had very recently opened and it was absolutely glowing...’the garden gives great spaces for the eyes.  A feeling of great freedom, openness, connection with the authentic nature of Fuerteventura...great pleasure staying in the house...contemplate the beauty of what surrounds you.’  It went on and on with absolute rave reviews. ‘Elena’ clearly thought this was the best, most beautiful place she had ever stayed so surely we in the very worst case weren’t going to dislike it.  We booked 4 nights and were very excited about it. How wrong we were!

The trip started out well with good communication from the host who by a strange coincidence turned out to be Italian just like Elena the solitary reviewer.  Polite, quick to respond and would be meeting us at the property at the check in time. After a long day of travelling by late evening we drove into the nature reserve, the reviews were correct, it was beautiful.  I continued to follow my GPS across a dirt track towards our peaceful isolated house. Upon the horizon a group of ‘buildings’ started to appear. As we got closer we realised that these buildings were in fact made of pallets and various other discarded materials and were surrounded by rubbish.  This was a medium sized ‘chabola’ illegal houses, called slums or favelas in other parts of the world.  We have seen many of these on our travels through Asia and Africa. Essential and unavoidable in many developing countries but unsual to find in the middle of a nature reserve.  It was with absolute disbelief when I saw the GPS was taking me right into the middle of it! However, there was no GPS mistake when I pulled up outside a somewhat recognisable house and was met by a smiling host and a stray pit bull.  

We were quickly ushered into the house which in fairness wasn’t too different from what we were expecting, the interior matches the photos that were displayed .  We had studied the photos on the website so we knew the basic style and layout. What wasn’t apparent from the pictures was the horrible smell and that it was that it was entirely open plan including the bathroom and toilet which was adjoining the living room.  My partner started to panic about having to ask everyone to leave the house any time she needed the toilet (which is often during pregnancy).  It was then the other conditions started to be explained.  First, no mains water, it comes from an outside container which is very limited so ‘use the toilet at least 4 times before flushing it’ as it will run out.  Second no mains electricity so we were taken back outside through a broken rusted door that was falling down and needed to be tied on by rope. There we found an old generator and a couple of jerry cans. Our host politely explained the quirks of how to start this particular old generator.  He also explained that it would last about ‘ 5hours’ then I needed to drive to a nearby petrol station (about 30mins) buy enough petrol to fill a jerry can and then refill the generator with cut open water bottle scattered around the floor that could be used as a funnel. While I was trying to work out why I was having to pay for the petrol or the logistics having to refill something every 5 hours night and day just to have a fridge working or the lights on I became aware that it wouldn’t really be a problem as there was no way we were going to be able to stand the ridiculous noise of the generator for longer than 5 minutes let alone 5 hours.  Once started we couldn’t be heard over the top of it and even in the house it was loud enough to feel like you were in the middle of a construction site. Tranquil it most certainly was not.

The tour of the outside didn’t get any better. Past the pizza oven which was being used as a bin around to the side of the house which wasn’t shown in the pictures to discover the pile of broken furniture leaning up against the house (sofa, plastic table and a bathroom sink, indoor dining room chairs) and then just beyond that a dumpsite.  All manner of broken things and builders rubble which I imagine was the previous interior of the house had been piled up and left. Was this ‘ authentic nature of Fuerteventura’ It was certainly true that in stunned silence we were ‘contemplating’ the ‘beauty’ that surrounded us. In truth at this moment the host looked so embarrassed by the place and eager to move us away from the rubbish that we didn’t really question it much, he just kept repeating that he wasn’t the owner just the host.

Once the host had left and the pit bull had chased his car out through the chabolas we had time to reflect upon what we were about to stay in.  Luckily my partners parents weren’t due to arrive until the next day. I sat down on the sofa and rechecked the advert on Air B and B to see I had made no mistake, I had not. It was clear that the accommodation no way matched what they were advertising from the important things like clean and with electricity and water to the less vital things like the breakfast that was most certainly not going to be provided.  While contemplating how to explain the situation to her parents I looked down to find my shoes and legs cover in flees, and I do mean covered. At that point my partner decided she would do the rest of her contemplating in the car. She rushed outside to find a local resident and extremely suspicious looking character peering into the back of car which was still loaded with all our holiday gear. When I asked who he was he merely commented that he was the cousin of the owner and continued to walk around the property at his own leisurely pace. This was now a step too far, it had gone from being a somewhat comical, farcical situation to actually feeling quite unsafe.  While the nature reserve is certainly ‘isolated’ the house being in the centre of the chabolas most certainly was not. It may be the area is quite safe and the ‘cousin’ was just coming to be friendly but this certainly wasn’t the type of holiday that had been sold to us and we weren’t willing to stay and find out. I stayed just long enough to take some photos and then drove away to try and work out what to do next. 

I called the host to tell him we wouldn’t be staying even a night and by his tone he had been waiting for that phonecall.  He said not a problem at all and even avoided an embarrassing situation by not asking us for the reasons. He just reminded us again that he was not the owner which I understood to imply that even he wouldn’t want to stay there.  I asked about refund and he said he hadn’t received any money and it would all be returned by booking.com..er sorry he meant Air B and B.  

At this point it was 8pm at night and with very little mobile battery left we were trying to navigate the nightmare Air B and B customer support site and look for somewhere to stay.  I eventually found the support contact and emailed explaining the situation. On that evening I received absolutely no reply at all and we were in a desperate sprint to find something, anything safe that we could stay in that night.  By 10pm we were lucky enough to find a very accommodating host who replied pretty much immediately to our messages and let us stay. Before I could book the new place my only option was to ‘cancel the reservation’ of the old which seemed to imply it was in some way our fault and therefore we were penalized in that they kept most of the money.  Only 66euros were returned to us! While the new accommodation was excellent, a great host who had provided an honest and truthful advert it was a more expensive flat, only for 2 people and in a crowded tourist resort. Not at all the holiday we were looking for. It also meant that there was no space for my in laws and with all the uncertainty they decided to cancel their flight and not come at all.

 I have attached a link to show just how poor the support was when it eventually replied as my words couldn’t really do it justice.  Needless to say we ended up paying for two lots of accommodation (minus 66 euros). I wrote at length and sent plenty of pictures as evidence but Air B and B seemed entirely uninterested with superficial responses. It was only after 4 days with 1 day left in our holiday that I was passed to a specialist ‘Mark’ who asked if could help book us into accommodation.  I guess Mark imagined we had been sleeping on the streets for the previous 4 nights. When it was apparent that he wasn’t properly reading my replies or trying to understand the situation his response of ‘I have a lot of cases needed to be assisted as well’ was infuriating.  A particular favourite phrase that he wrote after admitting it was a host violation was

‘Just to set your expectation we will do our best in order to meet the proper standard but we cannot guarantee this hundred percent to provide the expected outcome’ (sic)

It has now been nearly a week and Air B and B have just stopped replying to my messages. Last I heard I was eligible for a refund but that has never arrived and they are simply ignoring all my attempts at communication.  While we are both safely home and we can look back on a spoilt holiday somewhat fatalistically as I explained to customer support it is the safety of others that is most concerning. People book with them expecting a certain level of security, their whole brand is based around that.  If not we might as well just arrive in a place and knock on any old door and ask to stay. A current look on their site shows that this accommodation is still being advertised in exactly the same way! My lengthy review has not been published, still only Elena’s so it will have people booking it expecting what we expected.  I find it worryingly immoral that Air B and B is continuing to advertise it in the same way. At best they will be spoiling people's holidays and costing them money at worst...well it doesn’t bear thinking about.       

  



  

 

Rose454
Level 2
Iruma, Japan

A host confirmed our booking but has never replied to a single one of our messages. None at all. The reviews on the listing says the place and the host are amazing, so we feel we got too relaxed. It's been months since we booked and our trip is in a few days. I wonder why the other guests say this host responds to very quickly, when here I am not getting any replies at all.

 

I tried to contact AirBnB using the stuff listed here but even AirBnB isn't replying to us. None at all.

  1. Sent them a direct message on Twitter explaining our situation and giving details of our account.
  2. Posted on their Twitter about the DM and asked for help.
  3. Submitted a question/message through the AirBnB Support website.

No one is replying. The message I sent using the support site only said, "Thanks for your message — Airbnb Support will reply as soon as a specialist becomes available."

 

Here I thought they reply within a few minutes? In less than 5 minutes?

 

My next step is to use the phone numbers, but I'm afraid it will cost us a lot on phone bills. We'll do this as a last resort. 

Can someone tell me how take mark a few months of the year as monthly only.  I don’t usually have a minimum?

Hello,

 

My credit card has been charged several large reservations in the mid-range thousand of dollars; seven separate charges ranging from $2,000.00 - $7,000.00.

 

I do not have a Air bnb account.

 

I have been trying to resolve this issue with the "Air bnb Trust and Safety team"  I have had no help.

 

I have a case number.  Please resolve.

Hello,

you most go to your bank and ask them to write report against the user of your credit card they can find the user maybe you have been the credit card in swindler website!

Elmedina0
Level 2
Sarajevo, Bosnia and Herzegovina

Hi.

What is the email adrress of airbnb?

Thanks 

Xx

David4640
Level 2
Modesto, CA

I've submitted at least half a dozen help requests and have not received a single response. As many have mentioned AirBNB support is non-existent.

 

These requests have been ranged from technical issues with the website to questions about how rates are displayed for listings.

 

I've found several instances where AirBNB intentionally displays absurdly low rates for listings designed to 'BAIT' travelers into booking only to have the rates 'SWITCHED' increasing by 10x or more in many cases. When I inquire with the hosts they all insist they have nothing to do with it. They assert that they list the price they want but AirBNB displays a lower price. Their stories are consistent and I tend to believe them.

 

AirBNB is clearly practicing bait and switch business tactics that have long been deemed unfair and in most jurisdictions illegal. Regulating AirBNB on any level is a huge challenge. Like most emerging technology it takes time for laws to catch up.

 

In the mean time, to what regulatory agency or governing body can we report this illegal activity?

Are you taking the piss????

 

I need HELP!!! I do not know where to ask and have this help!!!

 

I see a totally different page from the one I had - and I cannot find in it neither performance, nor % of bookings made, and many, many things which previously were seen.

 

I am lost!!! I have a guest who told me he received nothing from my messeges - although I have sent him at least 6-7! I cannot see a place where on my computer I can write reviews, only on the App!

 

It is so more difficult to do hosting with this new page!!! And I am told that from now on - even the names of my guests would not be visible - I will only have message that someone has booked. 

 

 

HELP!!!

It's seems it is easily to get Pentagon 😝