My Airbnb host wants me to leave the flat

[Victor54]

Hello! I'm traveling for a week in Vienna and after 3 nights my host send me a message saying she's coming back from vacations and want her flat back. I told her I reserved for a few more nights and she wants me to meet her in the flat tonight to chat. What should I do?

[Ephraim0]

Contact Airbnb: A Community Help Guide

Dave & Deb

Level 10

in

Edmonton, Canada

January - last edited June by Lizzie

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 throughcontacting 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 thencontact 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 theirnumber 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
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]

[Ephraim0]

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 throughcontacting 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 thencontact 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 theirnumber 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
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]

[Zandra0]

So I guess Ephraim was telling you to contact Airbnb.

What you mentioned is, in fact not one of the most common questions we see on this forum so I don't want you going away with the wrong impression based on what is clearly a cut and paste answer.

Your host is in the wrong; if they do not honour the booking they deserve a scathing review warning other guests how unreliable the host is.

In the meantime, while waiting for your host to turn up, definitely contact Airbnb and let them know of the situation. They can mediate on your behalf and will almost certainly remind the host of their obligations to you as a guest.

Sorry you're going through this; it's totally unacceptable.

[Donna15]

@Ephraim0, definitely unacceptable. You and the host have a contract, so to speak, and she needs to honour it. 

One way would be for her to find alternative accommodation for herself until it's time for you to check out at the time arranged according to the booking agreement. You could present this as a solution in tonight's chat. Under no circumstances should you be made to leave the place, unless she offers to pay - in full - alternative accommodation for you.

Do contact AirBnB (now that you have the means ;)) and ask for their input. If during the chat she refuses to ensure a suitable and satisfactory solution for you, you should report the host by clicking on the small flag next to her profile.

[Helen3]

Victor

This is outrageous behaviour on behalf of the host.

Your host shouldn't ask you to do this, nor ask to come around to discuss the situation. What does she expect you to do for the rest of the time?

I would phone BnB explain what has happened and ask them to find you somewhere else to stay.

Make sure any conversations you have are through BnB messaging system so there is a record.

Best of luck

Helen

[Ana7]

@Victor54 so sorry you have to go through this. I always feel bad when a host acts disrespectfully towards guest as it casts a bad picture on all of us and the airbnb service as such. I hope you'll work it out, with or without airbnb resolution centre.

[Sandra126]

This host should not even think of asking you, she should stay with friends or book another Airbnb property for herself. Unbelievably bad. What was she thinking!!! Totally unprofessional.

[Jay120]

Terrible! It is threatening behaviour and unacceptable. Meeting in a private place without the security of witnesses? Shocking! Please tell us what happened. Was ist passiert? Ende gut alles gut? LG aus Wales 

[Victor54]

At the end it was a big missinterpretation. The hostess english is flawed and my german is non existent. At the end, she went home to pick something and went to a friend's place.

[Jay120]

So glad to hear all went well for you, Victor! Thank you for letting everyone know the result! 🙂

Regards from Wales

Jx

[Joanna85]

I don't get worked up much anymore with many guests who are not American.  I have learned that the language barrier can really REALLY hinder communication.  Sometimes people are asking me questions in a way that is offensive or I feel a bit curt.  When I meet them, I realize it's just that their English is not great and hardly anytime anyone means anything bad.  I'm glad it worked out for you!