Hi everyone,
Thanks for all of your messages and responses over the last week on my last post providing some context to the challenges our Community Support team has been facing and what we’ve done about it to ensure we can support you better and quicker.
I worked with our Community Managers here to collate feedback around Community Support and wanted to share some additional information with you.
Urgent Non-COVID support
For any urgent Non-COVID-19 related issues, we have a separate and dedicated team of experts working on urgent safety concerns 24/7.
If you have any safety concerns, we recommend 2 options designed to support you in these situations.
- Our Safety Center is a resource for guests and hosts to learn more about how to stay safe on their trip. Additionally, our in-app Urgent Support Line is available to English speaking members of our global community who are on an active trip and would like to talk to a Safety specialist about a safety, security, or urgent matter.
- Our Neighborhood Tool is designed for neighbors around the world to report unwanted noise and nuisance issues related to an Airbnb listing. For those living in the United States, Canada, and the Netherlands who want to call our Safety team directly, we also have a Neighborhood Support line available in English.
Managing future cancellations
As I mentioned in my prior post, we are still working through our backlog of tickets since the WHO announced COVID-19 as a pandemic with the new ways of working.
Since my last update, we have launched an update about coverage under our Extenuating Circumstances Policy to provide guidance for future reservations with check-ins between March 14, 2020 and May 31, 2020. If you’re a host, you’ll find information in your hosting dashboard. As a host, If you receive questions from any of your guests regarding cancellation requests, The best way is to advise guests to go to their Trips page to initiate a mutual cancellation. Note only guests will have the option to initiate.
Ways to reach us
If you still need support, we have created tools that allow you to quickly solve many issues using our Help Centre on our web page or mobile app or you can message us directly from the Airbnb app. For more information regarding coronavirus, our extenuating circumstances policy or regarding changing or cancelling a reservation, please visit airbnb.com/covid19.
Thanks again for your candid feedback, we hope you and your loved ones are staying safe and healthy.
Aisling