Impossible to contact airbnb

[Janine10]

Is there no way of actually contacting airbnb directly??????????? They sent me this message: 'This quarter, you didn’t qualify for Superhost status. We know that’s disappointing, and you might miss that Superhost badge for a little while. But you know what it takes to deliver exemplary hospitality to guests — and we know you can do it again. Since you cancelled a reservation, you’ll be eligible again for Superhost status during the assessment starting 2016-07-01. We’re cheering you on as you welcome guests and host them like only you can.' Which is just BS. Well, I didn't cancel the reservation - the guest did! (Following a death in their family.) I didn't mind this cancellation because the previous guest had been a bit difficult and I had some repairs to make. Disappointing, you say?

[Brittany1]

Hi @Janine10

I just spoke with Airbnb and they did confirm it was a techinical issue. "I am very sorry for the misinformed email that we sent out last night to many superhosts". My Superhost status was renewed when I woke up this morning. Guessing the same will happen for all of the hosts that had theirs taken away wrongully. There are many ways to contact airbnb by phone and by having a twitter account (which many say is the fastest). I will find those numbers and send them.

[Brittany1]

          Contact Airbnb: A Community Help Guide

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.

Contacting Airbnb Via Twitter

I find the 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.

Calling Airbnb's Customer Experience Line

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

[Brittany1]

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.

Contacting Airbnb Via Twitter

I find the 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.

Calling Airbnb's Customer Experience Line

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

[Janine10]

Thank you! I don't have a Twitter account, but those phone numbers will be handy - and are certainly not easy to find on the web page.

I appreciate your response.

Janine

[Brittany1]

@Janine10

I don't have a twitter account either but hosts have suggested starting one just for the purpose of communicating with Airbnb and I'm seriously considering it. It is supposed to be the easiest, fastest and surest way of communicating with Airbnb.

[Dave-and-Deb0]

Hi @Janine10,

I have sent all the posts on the topic of hosts losing SH status for cancelling on a guest when they did not cancel to the folks @Airbnbhelp.  They did tell me that they would look into the cases of the posts I sent them so hopefully they will fix or escalate this to the right people for you.  

Below is the response I received from them:

"We'll look into these specific cases, many hosts were notified they had lost status due to the a cancellation but upon review it's evident they lost status was due to not meeting one of the other requirements.
+90% response rate +commitment (no cancellations)
+80% of reviews are 5 start ratings
+must complete 10 reservations in the last year.

If a host missed the SH qualifications, like response rate or reviews, their account will be under review for the SH status on July 1st. We hope this is clear and if you have any other quesitons, let us know. Here is the Superhost hotline number: 1-888-326-5753 Thank you for all your questions and support!

We also encourage you have any host contact us directly and we'll have specialist investigate the issue and follow up with them directly."

So, if this issue does not get corrected for you @Janine10, contact Airbnb.