Contact Airbnb: A Community Help Guide [UPDATED]

[Dave-and-Deb0]

This, I believe, is the most common questions on the Community Center.  Below is a "How To" guide on contacting Airbnb.

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 through contacting Airbnb's Community Experts.  If they cannot answer your question, they have the ability to re-route you to Airbnb Specialist who will have the notes of the conversation you had with the Expert and can usually solve your question.  Please be kind to these Experts as they are not employees of Airbnb and do give their time to assist you in resolving your issue.   

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".

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.  Keep trying until you find something that lets you enter your question into a text box.  If you see the box that says "I still need help" at the bottom of the screen, choose that and enter your information.  If the choice you made has nothing to do with your question, please just describe this first and the Expert will still help you.

 

Once you choose the "I still need help" button, you will get a text box which allows you to enter your information.

When you submit a question, you can expect an answer back from an Airbnb 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 have some access to your reservation information but 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
India	000 800 4405 103 (toll-free)
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

Hopefully this help guide helps you to contact Airbnb for any of your issues.

[Victoria-Eugenia0]

Hola soy Victoria de Bogota, alguien puede ayudarme, resulta que acepte recibir un huesped a quien le cancelaron una reserva a ultima hora y el señor no me ha podido confirmar la reserva porque lo ha intentado 2 veces con la ayuda del mismo personal de airbnb y no se carga la reserva a mi alojamiento.   Que hago el sr. esta durmiendo por hoy en un sitio de urgencia pero quiere venir a mi apto. mañana y no lo puedo recibir si no se confirma la reserva.   Que hago para ayudarle a esta persona. 

[Quincy]

Hola @Victoria-Eugenia0,

Soy Quincy y me encargo de dinamizar este foro angloparlante de Airbnb.

Te agradezco que utilices este foro para solventar dudas, pero quizás te interese saber que tenemos un foro hispanohablante en Airbnb, donde participan anfitriones en español. Te invito a que visites >El Centro de la Comunidad<, donde tu publicación, al ser en español, tendrá más visibilidad y más posibilidades de ser contestada por otros anfitriones de Airbnb. Te animo a que también publiques tu duda allí.

Un saludo y gracias por participar en la Comunidad de Airbnb.

Quincy

[Can24]

I am a super house owner. Do i have to call airbnb from the telephone which registered on airbnb? i tried to call them from a different mobile and the answer machine asked me a lot of things. numbers, guest or house owner, etc... So what is the best way to reach a expert with telephone?

[Geri-and-Osiris0]

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@Can24 wrote:

I am a super house owner. Do i have to call airbnb from the telephone which registered on airbnb? i tried to call them from a different mobile and the answer machine asked me a lot of things. numbers, guest or house owner, etc... So what is the best way to reach a expert with telephone?

---

Yes, it's best if you can call from the number associated with your Airbnb account. That way you can verify your account via the message they send to your account phone number. If you cannot call from the phone number on your account then be ready to give them the account's phone number, email address, payout method, payout method email address and full name on the account.

[James-and-Shaun0]

15% more views if I add a cohost??

Can someone at Airbnb please explain the logic behind this tip?  I can't wrap my head around it.  

I'm a Superhost that's received nearly 400 five star reviews since 2013... I've never canceled on a guest, and never had any difficulty completing a reservation for any of our guests...  

Is Airbnb suppressing or penalizing my listing for not having a co-host?  Why would you offer me 15% more views for adding one?  After hosting hundreds of guests without incident, why are you now recommending that I add a co-host???

The bigger question pertains to compensation... With my rent being $4,000 per month, and your recommended $43 per night Smart Pricing, how do you expect me to compensate a co-host??

[Andrea2525]

Anyone have a phone number for Air Bnb.. United States?

[Emiel1]

@Andrea2525 

Contact Airbnb - Community Guide [Updated]

[Andrea2525 · Accepted solution]

This was most helpful indeed!  A sincere thank you for your help!

[Paul-Vincent0]

I am completely finished with Airbnb...after a second horrendous experience with two different hosts and with trying to resolve the problem with Airbnb...I will do whatever I can to dissuade others from using Airbnb and I encourage others to do the same

[Julia1156]

Thank you so very much for this information!!!

[Jen305]

This is good to know. I just started with Airbnb and have had no reason to contact them just yet. I am a little nervous for when I will have to. 

[Lorya0]

i have tried to reach someone since 7th of may but have not gotten any answers... it looks like no one is reading or answering any longer... 😞

i have no twitter account and won't open one. and there is no phone number for my country (iceland). i am rather pissed of...

[Geri-and-Osiris0]

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@Lorya0 wrote:

i have tried to reach someone since 7th of may but have not gotten any answers... it looks like no one is reading or answering any longer... 😞

i have no twitter account and won't open one. and there is no phone number for my country (iceland). i am rather pissed of...

---

Lorya, have you tried using Skype app from your country? It allows you to call toll free numbers in the US for free. I call US and Canadian toll free numbers from Mexico and perhaps it will work from Iceland. The number to call is (1) 855- 424-7262

[David4206]

I was told the base rate is around £25 a night. I have taken a booking for 2 nights until Thursday at £49. Then received a booking for 30 days which I have accepted. For 30 days the fee is £459! Surely this is wrong as my calculations should be over £700.

[Geri-and-Osiris0]

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@David4206 wrote:

I was told the base rate is around £25 a night. I have taken a booking for 2 nights until Thursday at £49. Then received a booking for 30 days which I have accepted. For 30 days the fee is £459! Surely this is wrong as my calculations should be over £700.

---

David,

If your settings include a discount for weekly or monthly stays then that discount would be applied to the base rate of £25 per night. You need to check what you have under those settings. It looks like you have it set around 30%. Goto listing > pricing> length-of-stay discounts. Then the Airbnb fees are subtracted from that amount too. You should probably add a cleaning fee. I wish Airbnb had an option to add, weekly cleaning fees but they only have one fee for any length of stay. So you might consider not offering much of a discount for monthly stays but then clean for free once per week. It can save you on linens and towels that are stained beyond usefulness and a huge mess to clean after a month's stay.

Also, you don't need to use Airbnb's recommendation of base price. You can set your own maximum and minimum. Interestingly, if you increase the maximum then the recommended minimum also goes up. And so does the smart pricing rate. Try a free month of usewheelhouse dot com and see where they would price you before you choose a base price.