Contact Airbnb: A Community Help Guide

[Dave-and-Deb0]

-----------------Update June 5th 2017--------------------

An updated version of this Community Guide is now available, click here to view

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This, I believe, is the most common question on the Community Center.  Below is a "How To" guide on contacting Airbnb via Twitter and/or by calling their Customer Support Line.

Here are 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

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" or "I have a different issue"

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.  

When you submit a question, you can expect an answer back from a Community 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 not have access to your account information so 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

How To Get Airbnb Contact Number If It Is Not Listed Above? (Option #1)

Step 1: Log into your Airbnb account and choose "Your Reservations" from the "Host" dropdown list.

Step 2: From your list of reservations, choose "Print Confirmation".

Step 3: The "Itinerary" from the reservation you chose will load in a new tab.  Scroll down and on the right hand side, you will see a section for "Customer Support".  Look below and you will see a phone number listed for your area.

How To Get Airbnb Contact Number If It Is Not Listed Above? (Option #2)

Step 1: While logged into your account, scroll down to the bottom of any page and select the "Help" link.

Step 2: This will then take you to the Help Center.  Select "Resolve Issue" from the list of options on the left.

Step 3: This will then show you your reservations.  Go to the bottom of your reservations and choose, "My question is about something else".

Step 4: Choose the "Urgent" tab.

The phone number for Airbnb in your area will be displayed.

 [This post is an updated version of the original post]

[Clare0]

 @Dave-and-Deb0 Another excellent tutorial bookmarked! Thanks for taking the time to post this so we don't have to repeat ourselves all the time!

[Bernadette7]

Thank you very much Clare, I really appreciate your help with contacting airbnb.  We are super hosts of over 2 years.  On the have few occasions I needed help over the years with questions that not covered in the general help guide,  I have had so much trouble finding out how to actually contact airbnb staff.  

[Clare0]

@Bernadette7 Actually it was @Dave-and-Deb0 who put together the tips on how to contact Airbnb so they get all the credit.  Here's another bonus tip guide that Dave and Deb put together: 

https://community.airbnb.com/t5/General-Hosting/Community-Help-Guides/m-p/23100#U23100

Congratulations on being Super Hosts!!!!

[Lisa4]

Hi there

Althought Airbnb's customer service is generally excellent, I used to be soooo frustrated at the inability to contact Airbnb by phone or email when needed and the occasional answer arrived too late.  I eventually realised that,with a couple of million of us hosts alone worldwide (forget the untold number of registered guest travellers), they just couldn't staff the need of all our questions.  Not ideal, but I could see the rate of growth had not been anticipated and this would take a while to resolve, so I backed off any question that was not absoluetely essential, hoping they'd eventually be able to catch up with themselves.

However, the good news is, since the end of last year, Superhosts (only) now have a dedicated phone line per country.  They announced this at the Hosts' Conference in November, in recognition that we really did need to ask questions, in order to work efficiently for Airbnb.  I would not have known this (and haven't seen it advertised anywhere) had I not been at the Superhost reception.  I can't help you with the number for your country, but it is 24 hours, as during night hours, the lines transfer to another time zone.   Be aware, it can still be a half an hour wait on the phone - but once you get hold of them - in true Airbnb and American style, their customer service is (generally) excellent, and they are very responsive, helpful and efficicent.

Lisa

[MikeandLisa0]

Great Lisa! but if we don't know the number or how to find it it isn't really there, is it? 

[Hana-and-Rado0]

This doesnb't work! There is no 'Contact' selection in the Help centre any more. All messages go to the community centre or only are there as a feedback mechanism. Very discouraging situation. I was praising Airbnb before, but no longer feel they do their work. Dissapointed!

[Rohan2]

With all due respect, their 'tutorial' should be taken down. It's not helpful. Everyone should push for Airbnb to be easily contactable via phone. Literally every other 'suggestion' is a complete waste of time. Airbnb needs an easily accessible call centre plain and simple. It's so mind-numingly obvious, yet this community continues to sings the praises of utterly useless advice.

[Mike77]

@Rohan2

"Airbnb needs an easily accessible call centre plain and simple."

The call center is the multiple phone numbers listed in my signature.  Copy it and paste it into every one of your messages, and the more people that actually call AirBnB with thier problems the more TRUE feedback AirBnB gets.

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887


==============================
Here are your AirBnB phone numbers.
==============================

Argentina: +54 11 53 52 78 88

Australia: +61 2 8520 3333

Austria / Österreich: +43 72 08 83 800

Brazil / Brasil: +55 21 3958-5800

Canada: +1-855-424-7262 / 1-855-4-AIRBNB (toll-free)

Chile: +56 229380777

China / Zhongguo - 中國 / 中国: +86 10 5904 5310 or 400 890 0309 (shared-cost)

Denmark / Danmark: +45 89 88 20 00

France: +33 1 84 88 40 00

Germany / Deutschland: +49 30 30 80 83 80

Greece / ελλάδα: +30 211 1989888

Hong Kong / Xianggang - 香港: +852 5808 8888

Ireland: +353 1 697 1831

Israel / Yisrael: +972 3 939 9977

Italy / Italia: +39 06 99366533

Japan / Nippon - 日本: +81 3 4580 0999 or +81 800 100 1008 (toll-free)

Mexico / Méjico: +52 55 41 70 43 33

Netherlands / Nederland: +31 20 52 22 333

New Zealand / Aotearoa: +64 4 4880 888

Norway / Norge: +47 21 61 16 88

Peru: +51 1 7089777

Poland / Polska: +48 22 30 72 000

Portugal: +351 30 880 3888

Puerto Rico: +1 787 919-0880

Russia / Rossiya - Россия: +7 4954658090 or 88003017104 (toll-free)

South Korea / Hanguk - 한국: +82 2 6022 2499 or +82 808 220 230 (toll-free)

Spain / España: +34 91 123 45 67

Sweden / Sverige: +46 844 68 12 34

Switzerland / Schweiz / Suisse: +41 43 50 84 900

United Kingdom: +44 203 318 1111

United States (USA) / Estados Unidos de América (EEUU): +1-415-800-5959 (local San Francisco number) or +1-855-424-7262 / 1-855-4-AIRBNB (toll-free)

[L-Abode-Accommodation-Sp0]

Thank you - the social media and help desk are for generic stuff.

not for more complicated issues - it would be nice to have an email from them to ask them a special question.

The phone number is helpful

[Dieneke0]

@Dave-and-Deb0 what a clever way to get a response, contacting them via Twitter. I had never thought of this, but of course in the world of Social Media this very much makes sense.

[Deborah0]

THere's one more option on how to contact Airbnb, which is, go to https://gethuman.com/   , a website that provides customer service numbers for all companies. Just type in "Airbnb" and they provide you the phone numbers to call.  (This may not work in all countries....not sure about how worldwide it is)

[Margaret0]

I am getting a chat option in help. (this may not be rolled out everywhere). 

that is very responsive

[Dave-and-Deb0]

Yes @Margaret0, there is that option however it is only offered in certain areas and the times are supposedly random.  I heard it is something that is turned off and on like a light switch.

[Mary-Ann0]

Thank you Dave Deb - I appreciate this very much …. hope you don't mind I copied this and printed it.

I have used the chat too; in the late evening 2 weeks ago and received excellent help - they even called my guest and helped her while I was on chat (she was having a lot of trouble making her reservation with the app she was using). 

[Kristin17]

Thank you for this....I had been trying to get through to them for a week, and they responded to Twitter and took care of the problem within 10 mintues! I never would have known.