Starting a "NEW CASE" via Airbnb Help Center

[Minerva4]

I had to cancel a trip due to extenuating circumstances. Airbnb response asked me for documentation to back up my claim (it was a medical emergency with my dog - we were going to travel with them). I called and afterwards they communicated with me via email. Because we were dealing with an emergency I couldn't get anything to them immediately. Meanwhile, the I got an email from Airbnb response telling me that once I had the documentation to submit it by initiating a "new case" via the Help Center...

I cannot find or figure out how that happens - does anyone know if that's even possible anymore?

Thanks and saludos!

[Chantelle11]

I'm having the same problem! Airbnb your customer service used to be so accessible and now I'm stuck in a loop that sends me back to FAQ or community. I need to send in my problem to you guys directly and now it seems you have taken this option off of the site! 😞 #disappointed

[Emiel1]

Hi @Chantelle11 ,

Goto:

Airbnb Help: contact

For less clicks choose "it's something else"

Best,Emiel