host not answering email about key and such

[Leela2]

I sent email a couple days ago and host not answering. Sent another message, no answer. Need info about how to get to house and key and such. Trip is 2 days away. Do I cancel if no response or do I bang on some unknown door?

[Raffaele-and-Astrid0]

Hi @Leela2

first of all: do not panic 😄

second, try to call or send a text to his phone number, (if you are from another country use skype), because maybe he can have problem with his internet connection, so he can't see your message on Airbnb.

see what happen, if he don't reply even to your call, pass to plan B, find other solution, but check his cancellation policy, if it's flexible, moderate or strict, and then take your decision.

https://www.airbnb.com.au/help/article/149/what-is-the-airbnb-cancellation-policy 

Good Luck

Cheers Raf

[Marit-Anne0]

@Leela2

Did you look at your itinerary ?  Maybe there are instructions or code to a lockbox ?

[Raffaele-and-Astrid0]

@Marit-Anne0 you are Right, I gave this for granted!!! 😄 

@Leela2 check you email confirmation from Airbnb, probably you will find the istructions there, if the Host wrote it.

and try to call him anyway.

remember: do not panic!!!

cheers Raf

[Leela2]

No instruction at all. Just google map. 

[Leela2]

She has strict cancellation.

[Raffaele-and-Astrid0]

@Leela2

before to contact Aribnb helpdesk, try to find the phone number in the contact section, and try to call her! 

[Sandra126]

@Leela2, I wouldn't cancel. Rather contact AirBnB, someone more useful than I will be along here in a minute and tell you how best to do that. Twitter, if you are on that, is a good way. They are good in a crisis from what I have heard. You don't have a crisis just yet, but anyway. Don't cancel.

[Andrea9]

@Leela2

As a host I often have the same non-communication with guests, so if messaging on Airbnb doesn't work, I'll send them a message to their phone to go check their Airbnb messages for my latest contact attempt. 

If you haven't found it already, here's a thread on how to contact Airbnb, since it's always better to include them in the problems, especially if the reservation might need to be cancelled and a new reservation found:

how to contact Airbnb

[Sandra126]

@Andrea9, that was the answer I was after! I know someone would come along with the link. Great.

[Leela2]

How to contact Airbnb link doesn't go anywhere. I am in Spain and host in Portugal, got only a Morocco phone. Now I have to find out how to get SIM card that would work.

[Andrea9]

@Leela2

from the link:

(if nothing helps for your area try the US number)

I myself have never had any problems reaching them through my local no. for Netherlands (Idon't use Twitter or contact through Facebook)

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
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