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

-----------------------------------------------

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]

[Brad13]

D&D,

Thank god you've penetrated the, "we're going to make our users work it out themsleves" support strategy airbnb is clearly employing.  It's unconscionable particularly when I've spent my entire weekend sorting out undocumented problems that could have been solved quickly had someone been made available.

My grade for Customer Experience = F

[Ross10]

Note: Some web brousers don't display the same!

[Budi0]

This article is sooo helpful. I had a issue that required me contacting Airbnb support direct as there was nothing in the help centre helped. I followed the suggestion to use the Airbnbhelp Twitter account to send a PM. My issue was resolved in less than 15 mins. WOW. From now on I will always use the twitter help account. Do yourself a favour, save the stress of hunting down phone numbers and email addresses. Just use the Twitter account to send a PM to @AirbnbHelp

[Peter71]

This summarizes the evolution of Airbnb.  When I begun only two years ago, the ways to contact for questions was a simple Email, and the phone #s were easy to find.   I spent half an hour today trying to find the place where I could ask a question ("why are review prompts coming after 10 days?").  I almost gave up.  I finally found the chat function, and got my gripe off my chest.  

Now my gripe is "Why is Airbnb making it so hard to get help? "  I should think I would get decent service for the over $500 in fees they earned from me last year... 

[Clare0]

@Peter71 A constant complaint from hosts and guests.  This is one area they really need to improve on.  

[Maggi2]

Hi Dave and Deb

Firstly I have a question for you - are you employed by Airbnb?

You answer to my questions for Airbnb will hopefully make my life with them a little easier in the future (lets see!!) although I believe I have lost the guest that was wanting the accommodation because they didn't pick up (for whatever reason) my acceptance to that guest.... 3 times.   I feel I have no control over anything - if they (Airbnb) make a mistake for whatever reason then thats tough!!!!!  Then it appears to be the Hosts' problem of course and please dont contact Airbnb - assuming you can contact them - because they don't want to know.

Customer Service is not something Airbnb seem to be the slightest bit interested in which is a shame really because that's their business isn't it ....... people???   However they continually send out emails suggesting how we (the Hosts) can do it better - thank your guests for coming, reply instantly, always be pleasant, help them with their trip, make suggestions ..... blah, blah, blah and then the ones you get when they think you haven't replied to a guests' request - firstly some lines ticking you off and then telling the guest 'Report this Host???? and then we dont get the review 'points' that we seem to need?

I'm a new Host - I'm in Regional Victoria, Australia -  my guests so far have all been lovely and the exercise seems to be working for me, but dealing with the Company is a nightmare!

Maggi

[Clare0]

@Maggi2 If you want Dave and Deb to get this message, you need to send it like this:  @Dave-and-Deb0

[Mike43]

I too am incredibly frustrated. Support is a cost, so Airbnb is minimizing costs by burying the support process through endless loops of FAQs, unreachable phone lines, and making it almost impossible to get support.

I think Airbnb provided enough support to get the system up and people committed, then is shifting to the no-support ala Google model. They can do that because their advertisting platform is the #1 to get renters for people like us, and there are no real competitors. Don't like the lack of support? Well, too bad, since there is no option #2 🙂

I think they could shift to a model where you pay for answers, to discourage people from asking questions that are obvious and easy to look up. A flat fee deducted from your Airbnb account for support requests would work. To me, I would much rather pay $10/$20 to get a question answered than waste hours searching around the support maze. 

So now we need to use Twitter to get support requests? Wow.... obviously NOT because it's a convenience for customers. I would veture to say less than 10% of hosts would prefer Twitter to email/web-based support forms.  And that is exactly why they chose it, I'm sure. 

[Elise-and-Frank0]

Fantastic tutorial @Dave and Deb!

[Uwe-And-Pamela0]

Help center > contact air bnb (on the left) has dissappeared. How can I contact air bnb direclty? A guest wants to book but is received errors. I have already sent an booking approval from our side.

[Ian38]

'Contact' has disappeared, you need to click `'Resolve Issue' now.

[Tony-And-Elizabeth0]

Thanks so much for your help Dave and Deb. This information will be invaluable going forward. It will be kept in a safe place so I never use it. Hopefully my memory will also keep the safe place safe. Haha

[Chantal6]

Thank you SO much! That was the best tutorial ever; much appreciated:)

[Milo-and-Misty0]

This is amazing and so very helpful! 

[Geo1]

vry poor about how to contact them on twitter.  not enough info. too vague.  need step by step how to do