Your Complete Guide to Contacting Airbnb Customer Service
Airbnb is a service that has revolutionized the way people travel. You can now easily find a place to stay (or things to do) with a local host. This lets you skip the generic hotels, boring tour groups, and awkward hostels.
While Airbnb offers a great improvement over the way we used to travel, the service isn’t always perfect. In these situations, you want to be sure you know how to contact Airbnb customer service and get the help you need. That’s why we created this guide, which goes through the various Airbnb customer service contacts (and how to use them).
How to Use the Airbnb Help Center
The first customer support method on this list doesn’t involve contacting anyone. If you were hoping to speak to a human, this can seem like a strange suggestion, but bear with us.
The Airbnb Help Center is an excellent resource for getting answers to most of the common questions about how to use Airbnb. The company has taken the lessons they’ve learned from answering customer questions over the years and compiled all the most important information into one searchable resource.
So how do you use the Airbnb Help Center? It’s all quite simple. First, you need to go to the Airbnb Help Center page. Once you’re there, you should see a screen that looks like this:
Note that you can choose either “Hosting help” or “Traveling help.” The default is traveling help, but if hosting help is what you need, then click on that before you do anything else.
After you’ve chosen the category of help you need, all you have to do is type your question or topic into the bar that says “Search help articles.” For instance, here’s a search for help with understanding how security deposits work with Airbnb:
As you can see, Airbnb will automatically suggest help articles related to your question. You can click on each of the suggestions to view more information. For instance, here’s the full help article on the topic “How does Airbnb handle security deposits?”
If the article answers your question, then that’s great! But if you still have questions, then keep reading to learn about the methods to speak to an Airbnb customer service rep.
How to Message Airbnb Customer Service
So let’s say that you consulted the Airbnb Help Center, but the articles there didn’t answer your question. In this case, you’ll need to reach out to someone from the Airbnb customer experience team.
There are two ways to do this: messaging and phone. We’ll start with messaging, which is best for non-urgent matters.
To message someone from Airbnb, you’ll first need to go to the Airbnb contact page. You’ll need to be logged in to your Airbnb account in order to see this page, which should look like the one below:
Looking at this page, you may be wondering where the Airbnb contact forms are. In order to help you as quickly as possible, the first step is to click on one of the boxes above to tell Airbnb support what topic you need help with. For our example, we’ll imagine that we need help with “My Airbnb account” and click on that option:
You’ll then need to choose one of the reasons under “What do you need help with?”:
Let’s pick “Access” as the topic, which will take us to this page:
If one of the options applies, you can click on it, but in order to shortcut the process, let’s pick “It’s something else”:
Now, we’ll finally be able to see a screen that displays the Airbnb contact methods:
To message a customer service agent, click “Choose” next to where it says “Message us”:
You’ll now be able to type a message to Airbnb customer support:
Once you’ve typed your message, click “Send message” to pass it along to Airbnb customer support:
But what if you need to speak to someone on the phone? In that case, you’ll want the Airbnb customer service phone number, which we cover in the next section.
Airbnb Customer Service Phone Number
So you’ve decided that you have an issue that requires you to speak to someone on the phone. In this case, you’ll need to find the Airbnb phone number. To get to this number, you can follow the steps we discussed above, except that you’ll want to click the “Choose” button next to where it says “Call us” when you get to the following screen:
You’ll then be able to see the two Airbnb phone numbers:
To save time, however, there’s no need to go through the entire process of clicking through the Airbnb help prompts in order to get to the phone numbers. So here they are for your copy and paste convenience:
- +1-855-424-7262 (toll-free)
Note that the numbers listed above will only work if you’re in the United States. If you need to place a phone call to Airbnb in Korea, Brazil, Spain, India, or another country where the service is available, then check out this comprehensive list of Airbnb contact numbers.
When you call Airbnb customer support, you should be prepared to wait a bit. According to GetHuman, the average wait time for Airbnb phone support is 21 minutes. So if you don’t need help with an urgent matter, you’re probably better off contacting Airbnb through their message center. They’ll usually get back to you within 24 hours.
3 Tips for Getting Fast Airbnb Customer Support
If you’re contacting customer support, that likely means that you’re already frustrated. Thus, it can be even more frustrating when it takes longer than you want for Airbnb customer support to help you resolve your issue. In order to get your support issues resolved ASAP, we recommend you follow these three tips:
1. Always Search the Help Center First (Except in Emergencies)
The Airbnb Help Center includes answers to almost any question you could have about Airbnb. You may be a unique individual, but the question you have probably isn’t. It’s tempting to jump straight on the phone with Airbnb whenever you have an issue, but this isn’t the most efficient way to get support.
The average wait time for phone support is 21 minutes, and it’s likely that you can find the answer to your question in the Help Center in less time than that. The only exception to this is if you have an emergency situation. In such cases, phone support should be your first place to go. And if you or anyone else is in immediate danger, you should always call 911 (or the local emergency number) first.
2. Provide Detailed Information
If you choose to send a message to Airbnb customer service, then make sure you provide detailed information about the issue. The more detailed info you provide, the quicker the Airbnb support rep will be able to understand how to help you.
If you just ask a generic question, they’re likely to just send you a link to a support article. You need to make it clear what it is you need help with (and why it’s beyond the scope of the existing Airbnb help articles).
3. Always Be Polite
Having a problem with Airbnb is stressful, but so is providing customer support. Whether you’re talking on the phone or sending a support message, always remain polite and calm. We know it’s tempting to use this as an opportunity to vent, but resist the temptation.
If you keep a level head and remain objective about your problem, then it will help the Airbnb rep better understand your issue and get you help more quickly. Plus, they’ll be more inclined to help you if you’re nice to them.
Airbnb Customer Service FAQ
To conclude this guide, here are answers to some common questions about Airbnb customer service:
1. Is there a separate support phone number for Airbnb hosts?
No, there is not. You’ll use the same contact methods whether you’re an Airbnb host or Airbnb guest. The only exception is if you need help with an Airbnb insurance claim. You can learn more about the proper contact procedure for Airbnb insurance claims in this guide.
2. How can I get help with a payment dispute?
If you think that a host unfairly charged you, or if you’re a host that’s having trouble collecting payment for damage that a guest caused, you should visit the Airbnb Resolution Center for assistance.
3. Does Airbnb offer text message support?
No, they do not. Your only option for sending written messages to Airbnb support is to use the Airbnb messaging tools that we discussed above.
Get the Airbnb Customer Support You Seek
We hope this guide has shown you how easy it is to contact Airbnb customer support. No matter what your issue is, Airbnb has either a help article or a customer service agent ready to assist you.
Enjoy your trip!
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