Contacting Airbnb customer service directly can sometimes feel like an uphill battle. Over the last six years, we’ve stayed in over 100 Airbnb properties. During that time we’ve had to contact Airbnb customer service numerous times. Whether it’s an urgent or minor matter, we’ll provide you with the best way to contact Airbnb customer service.
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When you’re in a stressful situation that relates to an Airbnb accommodation, you want to get it resolved as quickly as possible. While 90+ percent of our stays go by without a hitch, there have been several disappointments. We’ve suffered through all kinds of Airbnb predicaments—from filthy apartments and loud construction to frozen pipes and expensive disputes with the Airbnb resolution center.
Best Way to Contact Airbnb
Below are the best ways to contact Airbnb customer service from the fastest to slowest methods.
Airbnb Phone Number for Customer Service
The fastest way to contact Airbnb customer service is by calling them directly. However, Airbnb would prefer that phone calls are only utilized in urgent matters.
Airbnb toll-free: +1-855-424-7262 or with toll: +1-415-800-5959
Airbnb Support Via Twitter @Airbnbhelp
Contacting Airbnb via Twitter can be surprisingly efficient as they have dedicated staff that oversees the Twitter feed 24/7. For urgent matters, we usually hear back from Airbnb within about 5-10 minutes after posting an issue.
- Log into Twitter
- Search for @Airbnbhelp
- Click on “Follow”
- Send a Direct Message (DM) to @Airbnbhelp that explains the issue.
- Patiently wait a few minutes for a response
Make sure to add photos or videos of the issues so that the Airbnb representatives understand the urgency. For example, send photos of unsanitary/unhygienic conditions or a video of construction site noise.
When we’re traveling internationally this is our go-to method for contacting Airbnb as quickly as possible. However, because we travel as a couple, we would probably be tag-teaming—one person would be tweeting while the other is using Skype to call the toll-free number. Perseverance is the secret to getting Airbnb’s attention.
Airbnb Contact Us Link
This is Airbnb’s preferred method. Contact Us is located at airbnb.com/help/contact_us. To begin with, there are six options:
- Listing and hosting tools
- My Airbnb account
- Payments, refunds, and more
- Safety, accessibility, and discrimination
- It’s something else
Of all of the above options, this is the most frustrating. It’s here that Airbnb is trying to push users to have their questions answered via an article. However, in reality, most users are looking for immediate assistance which is why you’ll end up selecting #6—it’s something else.
Eventually, you’ll reach a screen which gives you two options:
We recently selected ‘#1 Message us’, to contact Airbnb about an unurgent matter. It took Airbnb three days to get back to us even though it states on their site that most messages will be responded to within 24 hours.
Contact Airbnb Through Email
Unfortunately, there’s no way to contact Airbnb directly with an email. In the past, you were able to. Today, you must begin the process at airbnb.com/help/contact_us.
Fastest Way to Contact Your Host
The fastest way to contact a host on Airbnb is through the message center which can be reached at airbnb.com/inbox or airbnb.com/help/booking-and-traveling
Our Airbnb Hell
When we first started using Airbnb the customer service experience was a lot better than it is now. As the business has grown it has become increasingly more difficult to receive competent service. Many of the representatives simply reply with scripts, as if they’re hoping our problems will simply fade away with time. It has literally become an Airbnb nightmare.
Unfortunately, the problems don’t magically disappear. Many times, we’re left wondering if this is really the best Airbnb can do. In the past, we’d receive a credit for the inconvenience. Nowadays, Airbnb acts like we should all be grateful that we’re allowed to use their service. In other words, don’t expect Airbnb customer service to advocate for you as a guest.
As avid Airbnb users, we can’t stress the following point enough. As soon as you realize you are having a problem with an Airbnb service, begin documenting your experience. Take screenshots, photos, and videos in real-time and reach out to customer service as soon as possible. Doing so may save you time and money later when trying to plead your case.
If you’ve contacted Airbnb customer service in the past and had a good or bad experience we’d love to hear about it. Please share your encounter in the comments section below.
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