Contact Airbnb: A Community Help Guide [UPDATED]

[Dave & Deb]

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.

[Sonia220]

Thank you for this guide. It is almost unbelivable that Airbnb cannot be directly and easily contacted by the people thanks to whom they make money...

[Robin107]

I agree...I filed a complaint on June 1st, have called them a dozen times and all I get is a message saying your issue is being handled but I never get to speak to anyone about it.  Just terrible!!!

[Robert514]

I am having the same issue. A guest damaged my place and I am just getting the runaround from AirBnB for over 2 weeks now.

[Marc544]

You need to open a resolution center www.airbnb.com/redolutions open the case and asking the amount you need, if in 72 h you dont get response you can involve airbnb to get a mediation agent

[Marva3]

I am actually quite scared now having read all this complaint about the AirBnB customer service and then trying to contact them myself. This is so unlike Booking.com and Travalgo who offer direct customer service and superb service if I may add.  I have sent 3 emails today and made 4 calls to the numbers given and so far no success.  I am at a loss as to how such poor service can be had in this day of technology. 

Worried owner.

[Nicolas344]

Yeah... same here... Quite scary to see how HARD it is to even get a hope of even reaching anyone, let alone "solving" the issues... Innovators Dilemna. 

[Akos4]

The only exception is that for example booking.com don't really care about hosts and they don't really resolve your issue with hosts (e.g.: damaging property).

[Elizabeth398]

Agreed that it's ridiculous it's so difficult (and maybe not even possible) to email airbnb!  I have navigated the "help" topics many times without being given the option to email customer service.  If Airbnb won't offer convenient and responsive customer support to it's hosts & travelers, another company will. 

[Ian168]

yes,  we want a airbnb to remove a bad comment that has caused as to lose business.

the guest was lying - we asked airbnb to please remove the posting as it has cost us lost business.

[Bette4]

Same situation.  Did you get any relief,from Airbnb?   

[Ruth152]

Hi Ian I agree with you. I have had 52 great reviews. 

Now I get a total negative review where the guest calls me a liar – (defamation of character is a serious offence). Airbnb are not interest in me their customer and have a total no care attitude to the host and the negative damage it does to our business.

[Charmain3]

Hi Ruth

I have a listing in Johannesburg and since you are from South Africa I would like you get some information about how the payouts work. 

Please let me know ASAP it would be appreciated xx

Kind Regards 

Charmain 

[Nadia450]

I had few days ago the same experience than Ian from Australia, my guest was lying and I asked to compare what he wrote with the evidence of the fact. But Airbnb did not change anything! It’s too risky working hard and then show up somebody unfair and ruins everything!!

[Geri & Osiris]

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@Ian168 wrote:

yes,  we want a airbnb to remove a bad comment that has caused as to lose business.

the guest was lying - we asked airbnb to please remove the posting as it has cost us lost business.

---

Good luck with that Ian. It is not their policy to remove bad reviews. I had a guest blackmail me for a good review (which is against policy). I called support when it first started and they agreed that it was black mail and against their policy so I stopped responding to the guests demands. Because I stopped replying the guest  left a 1 star review. Then when I asked Airbnb to remove the review they back peddled. I ended up removing my listing out of shear frustration.