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.

[Karen174]

I had an URGENT matter for air BNB a few weeks ago and tried to phone, and phone, and phone! Not much point having an "Urgent" phone number if you cant get through!

[Robin107]

I also tried the Twitter route and all I get as a repeated message that says my issue is being handled.  Same thing when I call customer service but there is no one to actually speak to about the issue.

[Robin107]

Nope, I cant get a person either for my urgent matter.  Its been 11 days now and no resolve!  CRAZY!  I think we all need to get this on the news about how much money they make from us but when we have problems, there is no one to help us!

[Monica357]

This info is not relevant anymore. I tried it and COULD NOT get to

 "I still need help" BUTTON  you will get a text box which allows you to enter your information.

I believe they removed this option.

It is imposible to get to a Airbnb rep. through thier site.

[Dave-and-Deb0]

HI @Monica357,

I assure you that this is the most relevant information from Sunday June 4rth and I tested it out myself and I received a response within two minutes of submitting it.  

[Phillip56]

Here, I'll see if YOU can do anything about this, since abb is non-responsive. I can't even start a new "conversation" on this forum....I seem to be blocked from doing so. At least I can respond to other posts....

I am a Superhost, and I have been a member of Airbnb for a decade. I have been using the same credit card and Paypal accounts since day 1. I treid to book a place for an upcoming vacation and I rec'd the pop-up message "We are having trouble with your payment method...please try another method". Credit card is my default method. I switched to Paypal - same result. This happened TWO WEEKS ago, and it still is not resolved. I have spoken to/messaged no fewer than 10 people, having to repeat the story each time (because there seems to be no continuity in the CS reps). I have been promised multiple times that a Case Manager would be calling....NOT!  I have started several "Help Center" messages, someone responds the next day (or later), we have a few back and forth, and then the thread is just "Closed"!  Now when I try to message, I don't even get a response - at all - nothing. 

All of the same questions have been answered, many times. I am using a desktop, not a mobile device. Same computer I have been using for last 5 years. They told me it was an issue with my credit card company. Citibank says there is absolutely nothing amiss with my account, they never received a charge from Airbnb, so there is no way they could have anything to do with it. Same with Paypal; no holds, no limits, no issues, never received a payout request from Airbnb so it cannot be from their end. Same with my bank. They have NOTHING to do with my money being sent thru Airbnb.

I thought I would remove my CC from payment method, use Paypal as default method, then re-insert my CC just to see if it would "reset". Website won't allow me to remove CC as payment method because I have reservations pending, and I used that CC to pay for them. Which means I can't even remove that CC payment method and retry until the end of October, when those trips have ended!  HELP!!

[Sonia220]

Thank you for this guide. It is almost unbelivable that Airbnb cannot be directly and easily contacted by the people thanks to whom they make money...

[Christine1704]

Totally agree !!! 

[Arifin0]

Same here.. got sudden cancellation from airbnb but the guest has already checked out and support given by airbnb staff were not good, they just disappeared when you asked further questions.

[Paul1105]

@Arifin0

Your experience is exactly what happened to me recently. I made a post about it under the help section.

[Clive11]

I agree. I contacted them two days ago about an urgent matter and have heard absolutely nothing back, xero, zilch, nada, niente. Come se non ci fosse...

[Nikki130]

I agree. I'm in the UK, I wanted to raise an issue with them I kept being directed to the 'Help' pages which are useless if your issue does not fit with their very limited criteria. It was nearly impossible to find an email address, I eventually found one hidden away somewhere that I can't even find again.

Come on Airbnb a direct support email address please!

[Keith-At-John-Lennon-S-M0]

Most normal people would agree with that statement you made, I am one of them.

This Airbnb thing sounds a great idea, but in practice it has a badly managed programe that relies on self help and mugs, sorry, I mean badged memebers to sort things out for them.

As a Formula it is doomed for failure, it is just waiting for a real Company to come along and take on the same idea and Airbn will be a name no one will remember except the ones that were effected by it's lack of Customer Service.

Those that have an interest would do well to look towards Booking.com, the worlds No1 Rental Seller, they now produce 80% of all of our rentals here in Wales. UK.

Ta

ApartmentsWales.com

[Phillip56]

Sorry, but Booking.com doesn't serve the same demographics of people looking to SHARE A HOME with someone who has extra space in their house. At least not here in the US. I looked at the area where I live in Myrtle Beach, South Carolina, and all I could find were condos in the huge 40-story complexes, or if you click on the "vacation homes" option, you get just that - entire HOMES. That is precisely why Airbnb has such a stranglehold on this segment. It started off as a way for people to get AWAY from hotels and condos, etc. I am on this forum right now only because I, along with hundreds of others, am having a HUGE problem with my account and they are doing absolutely NOTHING to fix it. Completely stopped responding to my "Help" messages, closed all my open inquiries, and every time I call my "Superhost" dedicated line (HAHAHA) no one is able or willing to help. Been going on for 2 WEEKS!! Now they won't even let me post on the community forum, so I'm hoping someone will see this message attached as a reply and be able to do something....

[Sarah400]

I heartily agree

[John436]

I agree. No doubt they are now a multi-million dollar company and yet have the worse customer service/forms of communication. We can only hope one day they decide to spend the money for a proper customer service unit. 

[Neti1]

Hi @John436, I understand your frustration.  If I hear "no-one is available to take your call" sometimes I want to throw things or curse at the recorded message.  However, I have had to call Airbnb many times, and have never had a problem contacting them.  If you need an answer urgently, just use the "contact" link on any help file.  Maybe it's different for you,but I get a window that gives many choices including asking for a call back, which is very convenient, and in my experience very fast.  I don't know if being a superhost makes it way easier, I do know superhosts get some priority in having their calls answered quickly.

I think many people don't read help files, and that's understandable as in today's world we are inundated with emails, websites, terms of service, helpfiles, chats, blogs and more than we could possibly read in a lifetime even if we wanted to.  Airbnb's help files are sometimes out of date or have some inaccuracies, but they are updated as things change.  It is Airbnb who make this community center available as another option, and every article has detailed info about how to contact customer service. 

I think there is an ongoing effort to create community within the framework of being a large corporation with all that that entails. Airbnb has changed my life for the better, and I don't think I would feel comfortable doing short term bookings independently, so I take it for what it is, including it's giganticness 🙂 I hope you'll try and find a way that works for you to be able to contact Airbnb when you need to.  For example, if you email and say "I want to speak to an Airbnb representative about..." and include details like your listing url if you're a host, and the reservation code if relevant, I think you'll get faster help.  Neti, New Orleans

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[John1574]

@@Neti -  As  a  2018 newbie to AirBnB I thank you for the advice posted above.

It is informative and it is positive.

Reading these forums over the last few days has caused me and my wife a little bit of anxiety.  But we know that there are problems wherever you work and that good business skills, business acumen, critical thinking skills, problem solving skills go a long way in side-stepping problems or resolving them when they occur.

I feel heartened to learn that there are some hosts who know how to navigate the system, manage their business successfuolly and enjoy the experience.

If you don't enjoy business, you're in the wrong business.

Or, if you're not good at problem solving, you probably should not be in business.

Still, I'm sure there are horror stories where hosts fell through the cracks and suffered despite doing everything correctly.  There is a thin line between victim blaming and personal responsibility.

More of the nuanced posts like Netti in New Orleans wrote will always be wecome to my eyes.

[Phillip56]

@ John1574,

I am retired. Except for the stint I had in the Infantry in Viet Nam, I have ALWAYS owned my own business. I did so well in those businesses that I was able to retire comfortably at age 55. I believe I know how to manage a business successfully.

"But we know that there are problems wherever you work and that good business skills, business acumen, critical thinking skills, problem solving skills go a long way in side-stepping problems or resolving them when they occur."

I have done EVERYTHING that was asked of me by the AB crew regarding a problem I am having. If, after doing precisely what is asked of you - numerous times -  and still not receiving a remedy to a WEEKS-LONG issue, I don't know that I would stoop to calling it "victim blaming". Since the only other option in your post in this regard is "personal responsibility", your two choices fall short of recognizing those of us who follow their rules, take their suggestions, try to work within the parameters that are provided, and still do not receive a satisfactory solution to a real problem. 

I am, actually, very good at problem solving. I have been working outside the box my entire life. I have seen others' point of view in over 65 countries, having lived in at least 8 of those countries. But sometimes, it just comes down to **bleep**ty customer service. Period. A resolution to my problem is what would be welcome to MY eyes. 

I can only hope, for your sake, that never experience an issue like so many of those described on this forum. Being a "Superhost" with an unblemished record is of no consequence in that situation.