Contact Airbnb Customer Service Quickly

How to Contact Airbnb

We regularly receive questions from frustrated and angry Airbnb Hosts and Guests seeking a direct phone number to contact Airbnb.  Since the company tries their best to hide this information, we have decided to publish it here!

The best toll-free phone number for calling Airbnb Customer Service is 1-855-424-7262  (Even with this number, the average wait time is between 7 and 12 minutes).

Another number that works well in the USA for local callers is: 1-415-800-5959 

The way Airbnb prefers to be contacted is via their messaging center, here: https://www.airbnb.com/help/contact_us

The primary Airbnb mailing address is:

888 Brannan St.
Floor 4
San Francisco, CA 94117

If you find a better and even more direct way to reach Airbnb, especially higher-level staff members capable of actually making decisions, please post it here so we can share with others!  It should be noted that Airbnb customer service is notoriously weak and all “front line” agents are very restricted in their abilities, so there is a very good chance that they will not be able to resolve your issue to your satisfaction.  Our suggestion is that you save yourself some time and trouble by asking the first customer service agent right away if they will have the authority to provide you with your desired result (a refund, cancellation, etc).  When they say no, you should go ahead and ask to speak with a manager immediately rather than wasting time explaining your circumstance multiple times.  We have heard many stories of former Airbnb Hosts and Guests who have contacted Airbnb and spent literally weeks going back and forth via email messages and phone calls before either giving up, or finally reaching a real manager with authority to resolve real issues.

To receive a faster resolution and have Airbnb take your request more seriously, first share your airbnb story here so they know that you are not afraid to tell other people about your experience and that their bottom line will ultimately suffer if they do not make your request a top priority.

Contact Airbnb Customer Service Quickly - AirbnbHell.com

AirbnbHell.com – Real, uncensored airbnb stories from hosts and guests.

75 Comments

  1. My host cancelled and now I won’t get my refund for 5-10 business days. An agent offered to help rebook on the airbnb website but none of the locations fit my needs. When I suggested another location they suddenly informed that they could not help me and I would have to wait for my refund. My vacation time is 6/29-7/2. My daughter’s birthday is 7/1 and my other daughter starts a pre-college program on 7/5, so basically getting my refund within their timeframe will be too late to rebook anything. My daughters are in the National Honor Society and work really hard in school I wanted to reward them with a small get away to the beach, water park and location with a pool. I work with children with special needs, so I really wanted a bit of rest and relaxation. Now we have nothing…I have reached out the the CEO Brian Chesky and also their famous investor, Ashton Kutcher with no luck. I wish I had known about this website before booking now I am so screwed and sick at heart. This multi-million dollar company is a disgrace, so be warned!!!

    • Dear somebody in Airbnb,

      through your agency I booked accommodation in Barcelona in the house, Vinnie. Upon arrival we waited for the host a while. Entering the apartment we saw that does not suit us. In the apartment was a mess, things of our host were everywhere. Vinnie showed us a room that was supposed to be for 3 people. The room was a double bed and a mattress on the floor. My son will not sleep on the floor. My girlfriend was not satisfied with the degree of purity of the apartment and we asked for another accommodation. Host gave me his computer to look for new accomodation by myself. After I removed the pages with porn content, I was not able to contact Airbnb, but somehow we found accommodation through booking.com. I demand fully refund for the accommodation becoue it was inadequate, inappropriate to the pictures. Airbnb has charged my card also for 13 eur -cleaning although I did not use the room. this way please give me back the hard-earned money.
      P.S. Our Host told us that You will give us some vouchers.

      • If you make a booking do it within 60-days. Because you can do a chargeback on your credit card. That is the quickest way to get your refund back.

    • Is there not an email for Airbnb? I don’t have twitter and I need to speak to someone with regards to not receiving my refund!

    • My money is stuck too and they take too long for an organisation as large as theirs! They are swift to take money but don’t give an importance to refunds which affects middle class people like me and make me skeptical about online booking through Airbnb. It is my first time and it’s a tensed experience!

  2. We had no trouble whatsoever cancelling our reservation in a simple manner. It was difficult, however, to find the phone numbers.

  3. I have make a booking (Booking reference No : EBKMQJ) on 1st August 2016 to rent an apartment in Malacca on 23rd September. I received a reservation confirmation from airbnb. However my host says that she did not received my reservation. Payment has already been processed and I still did not see any upcoming trips in my account.

    How can I request for a refund from airbnb so that I can rebook.

    Please note that this is my first booking with airbnb and I already encounter such problems.

    Hope the relevant authorities can resolve my issue asap.

  4. I have spent 3 days trying to book an apartment As a first time user its like trying to find ones way around a minefield! No specific instructions. The help centre was a waste of time. When I finally figured out how to provide ID required, my facebook was not accepted. Airbnb took my money before I had even completed the booking then said I had lost my booking because it had timed out. Then informed me it will take 5 days to reimburse me Im still waiting! What a complete fiasco! How does one speak with a real person especially from England? Definitely would not recommend this to anyone

    • Same story here. They made it impossible to verify ID. They said my credit card needed verified by sending copies of my statements. Hello, even if I would agree to this sort of intrusion, I AM TRAVELLING, DUH and don’t usually carry statements with me. So now they have my credit card number, I booked elsewhere and from what I’ve read on this site, it wouldn’t surprise me if the run the card. I will never do business with a company with such a poor customer service record.

  5. You can also message Airbnb through Twitter. It is not a public message and they will respond via email after that.
    I was disappointed about the time it took to hear a response but I was glad to find someone to address the issue of my account’s security being breeched.

    • Hey Katt-

      I’m happy to hear that you were able to find someone to help resolve your issue! I too have been victimized via a breech! Somehow I was charged $2500 for a reservation that I never made and now its been almost impossible to get in touch with someone to help. I would appreciate any help or advice you can offer, thanks!

  6. Hey,

    i found this apartment through immobilienscout24.de because i´m currently looking for an apartment in Jena Germany to rent. So i found it and the owner said that i had to sign up on Airbnb. The apartment renting was organized throug Airbnb and it was quite strange that i have to pay first before i inspect the apartement. So i waited a week for a confirmation from Airbnb and after a week of searching for an apartment, i found another one and i canceled the apartment frrom Airbnb via e-mail. I haven´t paid anything, but the owner was quite angry about the cancelation and she said she paid 500€. i don´t know what that´s for. I really don´t know what to do now. Am i facing a legal violation here? because i did find a better apartment to rent and i just had to cancel the one from Airbnb.

    Like i said i haven´t paid anything and i sent an e-mail to Airbnb (airbnb.b@europe.com) saying that i declined the transaction because i´ve found another apartment.

    Can anyone help? or any suggestion?

    • Hey, no you are not faced with legal violation. I do not know why the host is getting upset. Its not your fault that the host paid 500€. From my experience with Airbnb, as long as you didn’t pay for anything then you should be all set

  7. BEWARE the Bait and Switch tactics of real estate agents!!!!
    Some so-called hosts are not owners. They are real estate agents who list their best properties on airbnb then seek to switch guests to other properties (inventory) at the last minute. The switch is (usually on or very close to arrival date) when it is difficult for guests to successfully find other accommodations. This is especially troubling for families with children and pets traveling during high seasons as it is most difficult to find last minute accommodation with pets.

    • KNM, this is what is currently happening with me. It’s incredibly frustrating and the host is being a total pain to work with. It’s very clear that he advertises the more attractive unit, and then switches you to a smaller, less nice one. When I declined the alternative property he said he would have to cancel the reservation so I booked at a hotel to be done with this mess. Now he’s saying he won’t cancel the reservation!!

      I also noticed after the fact that this host has 28 properties in Boston and is clearly an agency. In the future if I ever use Airbnb again I will not reserve with someone who promotes more than 2 properties. Airbnb support is incredibly difficult to get in touch with.

  8. Hi,
    I verified the account number three times when filling in but our payment was sent to a wrong account (suddenly other last four numbers appearing). They should have verified the name, right? I called many times. It is a lot of money and they are not able to tell me what happened and when it will be solved and if I even get the money. I am getting nervous. Please, I need your help. It has been already more than two weeks.
    Thank you very much!

    • You should contact the payment you used (i.e. Amex or PayPal) and begin disputes. A lot of people are experiencing this as we read on it. Also try emailing AirBNB constantly and someone hopefully will respond but your payment provider might be a better option.

  9. As a neighbor of Airbnb hosts, literally taking over the entire block bit by bit – my encounter with Airbnb customer service went as follows:

    I got in touch via Twitter to ask if I could find out what their policies were for hosts, in terms of number of days allowed to host, protocol, etc.

    I got a response quickly. They asked for my Airbnb profile. I said I don’t have one, nor should I need to have one in this instance.

    They eventually asked for my email and said someone from their team would email me promptly, which I was very appreciative of and thanked them.

    Then I got another DM shortly after saying that they couldn’t do that and I had to use the online form.

    I complained that it was bad service, they were going back against their word – I was met with a ‘sorry for your inconvenience or our associate’s mistake…but you’ve got to use the online form’ (which you can only fill out if you have a profile on Airbnb).

    NO.

    Awful.

    I’m not a fan.

    There needs to be a third option – Guest / Host / Neighbor of Host

  10. We booked a room in Seattle in a woman’s home through Airbnb. Advertised as private room, separate facilities. It was a bedroom with no lock on the door; separate facilities was down one flight of stained stairs, and we think she was a hoarder. The only room not containing stacks and stacks of junk, was the wee room where we were to sleep. It said there was a deck but we were not allowed to use it. Not that we would have wanted to look at the piles of her dog’s poo in the dried up lawn. The closet she offered had all kinds of junk stored in it as well. Although checkout the next day would have been noon, she advised she had a morning class at her home before we would be leaving. We left. Period. Gone. We texted her to let her know we were out and not returning. We are not even going to ask for our money back. We should have known better. No Airbnb for us except one — Katie’s Kottage in Port Townsend.

  11. I have rented my LAST Airbnb. My beef is with Airbnb is their “verification process”, which appears to have been altered after the time I booked my most recent rental. I was unable to get to my reservation on line reservation to extend my stay, wound up having to bother my gracious hosts to accomplish this. Now, I cannot complete a review of the property or see the hosts’ review of me UNLESS I verify who I am by providing photographs of the front and back of my driver’s license. I got that far, and THEN they wanted access to my address list for my personal e-mail This to verify I am who I say I am. I can’t even e-mail Airbnb without such verification. Absolutely freaking NOT. NO WAY will I give them that kind of information. I have been renting vacation homes and apartments since the late 1980s, and have never provided such private information (nor expected that owners would provide it). NO MORE AIRBNB.

    • What service do you like best for renting homes? We have two properties in Daytona Beach and are thinking about hosting them.

  12. I paid about 185,000 KRW for 2 night staying in Waikiki. I cancelled less than 5 days prior to arrival. So I know ful refund for the 1st night and my second night will be refunded after deducting 50% of original amount.
    But I got only 40,000 KRW.
    I requested to the host via application message as Airbnb suggested in the bottom of my cancellation email.
    But I received message from the host as below.
    “I recieved the notice. And it is the first one I have (URL HIDDEN) I have no real basis for preceding. I will treat you to a drink here in hawaii but as far as the (URL HIDDEN) has gone to my PayPal and while I am unsure of the process it doesn’t matter because I think the cancellation policy is denoted under its own section.”
    Can someone help please?

  13. I recently made a reservation for December, the host have a strict policy stating that if I were to cancel 7 days prior to the check in date I will get only 50% refund which is understandable. Three days after making the reservation, the project I am working on has been pushed to a much later finishing date which ultimately I have to cancel my entire holiday for a much later date.
    I emailed the host to ask if I can cancel my reservation with a full refund, thinking I booked this 3 days ago and they have another 2 1/2 months to fill up. Which sadly they can’t accommodate stating that this cancellation policy is put to protect their livelihood, which makes sense if I were to cancel even a month before my check in. But 2 1/2 months of time to fill up and 3 days after booking.

    If I were to cancel, and they happen to book those days do I get the rest of my money back? The joys of spending (money that was not refunded back) on nothing during this holiday season.

  14. Host ask for extra cleaning charges( 100 Euro) , i thought the cleaning fees already included?
    anybody have this experience before? and the host only told us 3 days after we check out.
    This doesn’t make sense to me at all.

  15. I recently stayed in an apartment booked via airbnb in Rio – I was attending the Olympic games to see my son who is with Team GB. The apartment was not as advertised – firstly it was in a favela and secondly it is the dirtiest place I have ever had the misfortune to set eyes on never mind have to stay there. I had no internet access so unable to contact airbnb or the host till we returned home. I di have the fortune of being able to stay with my son for 3 days which I was actually penalised for by airbnb. I requested a refund from the host to no avail and airbnb refunded £200 from a possible £400 – I now have a gut infection and require medical treatment – I am now in the process of taking action against airbnb and the host

  16. I am a host to airbnb. We have 20 listings, but from 21st Sep, Airbnb stop payout to us. Now airbnb owed us more than $30,000 AUD.

    I called them so many times in the past 3 days, but the answer is the same!! ” There is nothing I can do and your case is still waiting for a case manager”.

    I don’t who to speak to and what to do now.

  17. Ugh. My guest extended his stay a few times. AirBNB took the money from his account. Sat in AIRBNB’s account for two weeks. They keep telling me the guest’s bank put a “hold” on it….and a case manager would investigate.

    Um, no, his bank released the funds and I have copies of those transactions. So, after 42 minutes on hold and arguing, the money will be released today.

  18. i changed my reservation and i have to get refund but still did not get it. in email it says 5 business days after two weeks i called but they says wait 5 more days. But now over 1,5 month past no fefund

  19. I am trying one month now to contact airbnb for a fraud listing of MY property and there is no response. There is an upcoming ” reservation ” for the 15 of October and i feel sorry for the guest who is going to find nothing and nobody for his wellpaid holidays. Big waste of money big waste of efforts and hapines from the guest and big waste of my reputation.

  20. find a way to contact airbnb is HELL why??? Such a big company with many resources not allowing clients to contact your organization is HORRIBLE.

  21. Dear management,

    Host named “Felix” asks for cash payments.
    I paid the rent that was shown 357$. He said he would accept the request only if I pay 4004 to his secretary.

    All these payments must be legally taken through Airbnb and not cash or bank transactions.
    He was not ready for that.

    https://www.airbnb.com/rooms/15401965?checkin=10%2F15%2F2016&checkout=10%2F16%2F2016&guests=10&s=wjwzJwoN

    Such fraud people should be removed from Airbnb. You can check my messages with him where he is asking money out of this legal payments.

    Please take some action against such people to avoid all the waste of time and money of everyone.

  22. AIRBNB HACKED INTO MY DEBIT CARD AND RIPPED ME OFF, IM PISSED AND CAN’T FIND A NUMBER TOO CALL AND GET MY MONEY BACK SO I AM CALLING A LAWYER,

  23. Amazing how it´s difficult to find a way to contact AirBnB.
    We stayed in France and somebody had the key of the main entrance. We were stolen during the night and apparently it´s not a reason to cancel?

  24. Airbnb’s website is full of bugs and has all kinds of problems. You call their so called customer service and although very polite they agree with your issues then transfer to problem to Level 2 support . Is there a level 2 support because if there is nobody ever calls you back I tried 20 times and nobody resolved my probelm and no way to escalate the issue same story everytime I called in. Not that it was imporatnt, my blocked dates were simply just disapperaing off my Calendar and my prices were all over the place which they seen and agreed it looks like a bug but never a fix and when your price shows $90 a night and its supposed to be $60 your never going to get any bookings. So angry customers resort to coming to websites like this to spread the word and maybe one day airbnb will listen and actually get their usless bug ridden site fixed instead of just blowing it off. No probelms yet with homeaway apart from the credit card company they use treats you like dirst and no chance of winning with a chargeback as they don’t care to help their homeaway cusomers .

  25. I’m currently staying at an airbnb rental. I extended my stay by a week, but my credit card that I used to book and pay originally is no longer functioning. I have been trying to add a new card to my payment methods, but I cannot remove the old card. According to the info provided, the pending payment must come out of the old card (which is now invalid), even if I post information for my new card and set it as the default payment method. I have tried and tried and tried and tried to find someone to help me change the payment info, but alas there is no human online. I just keep getting automatically sent back to the same list of useless answers that are irrelevant to my problem. I’m now to the point where I’ll just probably let the payment not go through, and then someone will contact me about it. I’m royally pissed that there’s no contact info to get some help with this. What did I pay my $63 service charge for????? I will never book airbnb again. It’s like booking a hotel but there’s no-one at the front desk, ever. WHY ARE WE PAYING SERVICE FEES IF THERE’S NO SERVICE BEYOND A WEBSITE THAT IS NOT MONITORED???

  26. Hello,
    we are using airbnb for booking the accommodations for our colleagues very often.
    last week airbnb blocked our account. We dont understand why, but we need to activate it asap.
    I tried to call this nr. 1-855-424-7262, but it says number doesnt exist.
    What is tel. prefix? We are from Slovakia.
    Thanks

  27. I am currently staying in an air BnB in London it took 3hrs to get to our destination and the place is discusting the neighbors r scary and my husband and myself don’t know what to do as we have never been to London before we’ve been traveling for 10 weeks and have never had aproblem but this place is bad I can’t afford to get more accomodation as this was pre paid months ago what to do

  28. We have booked a room in Tokyo Japan at Azabu Roppongi 2. Host emailed us a few weeks after the confirmation of our room to say that the room will have no water for 5 days when we are there (confirmation no. SECN54) and asked if we would like to change to another room, which we decided not to as comments said that its a very noisy place.

    They recommended another room near roppongi and provided a link. As there is no clear instruction, we proceeded to book and later realised that it became a second and a separate booking for the first. Our host was very very helpful and patient. They have since refunded the full amount to us but requested for us to get the service fee refunded from Airbnb due to this unfortunate error.

    Unfortunately, when we dial to airbnb number in japan, everything is in Japanese and we could not get to speak to even the operator or customer service. Host has already explained the situation to airbnb. Still, if there is no email and phone no., how are we to get the service fee refunded to us since we are still booking through airbnb?

  29. Hi Pauline, Was the first number you called on your reservation confirmation? You don’t indicated what language you need so I suggest you use the Air BNB Twitter account. Ask for a refund of the Air BNB fees that would have happened had you been able to speak with an Air BNB customer service rep. Good luck!!

    • Those must be my codes because I keep asking for verification codes to complete my hosting site and nothing is coming to my phone. After reading these experiences I wonder if I want to continue.

  30. 1)May i know what is the procedure to register property at Airbnb website?

    2) Airbnb any commission charge?

    3) What is the process to get the payment from your side and the lead time?

    Your prompt reply and guideline much appreciated.

  31. Hi Im starting to rent our apartment but I’m not sure if it’s possible because the apartment is under the name of a company (with my family we are the owners of the company)
    But we need to know if us with our company need to give to airbnb something (like a purchase order) and if airbnb gives us an invoice (for our company) after we rent the space.
    Please let me know in order to be sure I can rent the space.

    Thanks !!
    MJ

  32. I want my money back from airbnb. But, I can’t reach them. I talked to them twice, but they haven’t gotten back to me. The room I got in San Francisco had all kind of crazy comings and goings. Even when I was told I could have the place to myself. No one was living there. They rented it solely to airbnb. They were running it like a business, they were foreigners and the last night they came in there and were talking very loudly in a foreign language. They used all the toilet paper up, and kept me awake. I think they were getting drunk or high there. But, they didn’t stay there. The place was barely furnished, and didn’t have the amenities the listing alluded too. I won’t even talk about the hosts weird drama that she got me involved in. I left two days early. It was a nerve wracking ordeal. The hostess lied to me, and said I would be alone, then made me move rooms.

  33. Hi,

    I made a reservation and informed my host that I will arrive late and will have a colleague sleeping over for the first night.

    When I arrived I tried to contact my host who had his phone closed and never replied to my emails.

    I had to find a hotel at 1 in the morning because I had no place to stay. And it costed me twice the price of the apartment I booked

    Next day I tried to check in in the morning but the host said he is at work and I can only check in in the night.

    When I came with my colleague for the first night as agreed, he denied and he asked me to pay him money for that. More over, he is claiming that is my mistake that I haven’t wrote him earlier on the arrival day since it’s too late and he needs to work.

    I am trying to get in contact with Airbnb, but it seems difficult. I can’t find an email. The only option I found is to get refunded for the first night. Which is unfair in my openion.

    If you know anyway to reach them kindly let me know.

    I have recorded of all the leaves between him and me.

    Thanks
    Mostafa

  34. The following seemingly “small” point is actually important. On all host’s listings, AirBnB always refer to so-called “Handicap” Access as part of house amenities. Although it might be in more comon usage in The States, back in the UK people have become accustomed to referring to “Disabled Access” instead. The reason? Because the word “handicap” comes from the old english expression “cap in hand” meaning BEGGAR.

    Have sent this message to AirBnB many times with zero response. Like I say, it might seem a small point but disabled folk don’t want to be called beggar.

  35. I have used Airbnb for the first time and their official mobile application showed a perfect place for me and my family (not cheap) and one of the place’s pictures thah was posted on their website indicated that the guest MUST contact a special email address before requesting any booking. So I have followed the instructions and contacted that email (despite the fact that Airbnb indicates that no official contact has to be made outside their official website) but as a first timer to Airbnb I just followed the instructions posted on the place’s page. they asked me to transfer 2000 US$ for the stay through bank transfer receiving a confirmation of my payment receipt and an invoice showing all airbnb details.

    Anyway Im aware now of the fact that I got deceived: but the way airbnb was handling this was totally unprofessional and aggressive. A guy called Peter called me and he didn’t even show any sympathy or understanding of my situation. He was so aggressive and just repeating the same phrase that *I cannot help you with this* and when I asked to talk to his manager he said there is no way at airbnb to talk to any manager as he was the case manager.

    Above all that, till the moment I was talking to airbnb waiting to receive a solution of my problem, the place that I picked was on my list and likes on my mobile application and once I explained to peter that fact he advised that this place is no longer on our website!! And when i asked him since when? He told me he cannot disclose this information and as soon as I hang up the phone and I went to my list and likes again the place was disappeared!! So they just removed that place right after I advised them of my scam !! So why did they put such a place on their official application if they knew it was a tota scam!!

    Peter was a total unprofessional and aggressive and showed no signal of sympathy or willing to help in anyway and he just left me at the airport waiting for the reservation team to cal me back to secure me to another place in NYC and IVE NEVER HEARD back from them till now!

    Its a total disappointment having this firdt experience with airbnb and I am not sure if any of the managers will see this but you will be loosing lots and lots of clients as you’ve already lost a client that travels a lot

  36. What a poor poor service by airbnb, i’m actually on holiday as i write this and we have a dispute with the host over additional charges we are being asked to pay! Do you think Airbnb has a email address or service we can call??? no, nothing! I’m extremely annoyed with having to spend my holiday time to even write these few words, terrible that there not even bothering to provide any level of customer service.

  37. I live in a condominium in Oklahoma City and this Airbnb concept is strictly forbidden in our HOA rules, but we see theses transient people coming and going quite frequently. Now, we have to deal with the enforcement of our rules as we learn about these violators. Legally, our rules protect us, but it would be easier if the city would outlaw this from turning our condos into daily apartments. We have plenty of hotels and more to come. From the user comments I have read, it seems that this is a flawed concept where most people lose.

  38. I am bewildered by AirBnB cancelling a booking that i had for my property, without my approval and transferring the booking to another listing, and then charging ME a $35 cancellation fee.

    I received no communications from AirBnB regarding this and cannot contact them to at least get my $35 back.

  39. Airbnb contact numbers:

    Australia +61 2 8520 3333
    United States +1-415-800-5959
    +1-855-424-7262 (toll-free)
    Argentina +54 11 53 52 78 88
    Austria +43 72 08 83 800
    Brazil +55 21 3958-5800
    Chile +56229380777
    China +86-40-0120-9157
    400-716-0164 (shared-cost)
    Cuba +1-855-424-7262 (toll-free)
    Denmark +45 89 88 20 00
    France +33-184884000
    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)
    Kenya +1-855-424-7262 (toll-free)
    Malaysia +603 7724 0164
    1800 889 814 (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 +1 787 945-0222
    Russia +74954658090
    88003017104 (toll-free)
    Singapore +65 6622 7306
    1800 723 1238 (toll-free)
    South Africa +1-855-424-7262 (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
    Taiwan +886 2 7743 2436
    0800 868 313 (toll-free)
    United Kingdom +44 203 318 1111

  40. The host I interacted with literally insulted me on the phone, as well as in the Airbnb message. Apart from the host being unprofessional and disrespectful by calling me a “princess” and suggesting that I “lack common sense”, the host I interacted with in Zurich was obviously violating the Community Commitment that she agreed to. Airbnb “case manager” did nothing on this case!

    In her own words:”Why every time rent to Asia clients than have a problem? Next time I better only rent to not Asia client!” “You can’t change your idea after room has been keeping for you more than 12 hours ! You are princess this is Switzerland everything is expensive.You can’t rent whole apartment to stay one night with this price!”

  41. I tried to book a 2 night stay for a colleague in Subiaco. When i tried to submit the booking i received an error message saying that AirBnB were undergoing maintenance and to try again. So i continuously refreshed the page. I was charge 10+ times for the same payment & there is no recollection that the booking was ever made – it isn’t listed in “My Trips” or anything. I’ve now been on hold to AirBnB for 42 minutes and still nothing. Very angry

  42. I have make a booking (Booking reference No : JXP3YM) 9th December 2016 to rent a house in Sepang on 10th December 2016. I’d received a reservation confirmation from airbnb stated booking was confirmed. However my host said that he did not receive my reservation. Payment has already been done via credit card.
    How can I request for a refund from airbnb so that I can rebook other place.

    This is my first time to encounter such problems though i’ve been using this system for several times.

    Hope the relevant authorities can resolve my issue asap.

    Thank you & regards

  43. I got two messages from Airbnb today and yesterday ,Lily, 3月05日-3月26日, ‘你好,Yonghong, 我和女儿会在Lexington呆二十天左右,看到您的…Airbnb: Janice, 12月14日-12月20日, ‘Hello i am visiting USA for the fir.. I saw this incomplete message on my phone, and I can’t see it on the website and I could not response to the travler . I email and call Airbnb but can’t not work out this problems .Can you help with this?

  44. How can I verify my payment method? I have replied the account recovery email for so many fking times and there are still no responses from the team. I can’t make any request because of that and the important dates are coming. What can I do?

    • Same here. Submitted 4 days ago, had then on the phone 3 times already. They say it’s been sent to the right department, that it’s marked as urgent but that they are not allowed to view it.

      Here the (buggy) message I get:

      We’re reviewing your billing statement for %{formatted_cc}. There’s nothing else you need to do right now.

    • I have the same problem, too. I submitted 4 days ago. Yesterday I tried again by sending my card statement again trough email but still no feedback.

  45. I made the reservation (KS54DT) cancellation in Nov.
    It mentioned refund on 14 Nov, but till now I never receive the refund amount.
    Who can help on this ?

  46. I have just booked four days in Naples. The blurb said (exact quote) “Bedtype: Real Bed”, “Bedrooms:1”, and “Beds:1”. The host took my money and then said that I should pay more because I had booked for a hammock on the roof (In December/January!!)

    The host said “A Hammock is a real bed” I cannot cancel without losing half my money.

    What is Airbnb’s definition of a real bed and bedroom?

  47. Airbnb has been review my payment method for the past 2 weeks, hence preventing me from being able to book for my holiday that is due in 2weeks

  48. Dear Sir / Madam

    Good Day!

    I would like to bring to your notice the inconvenience I faced by booking my accommodation using Airbnb.
    I had booked (on 19_Aug_2016) an accommodation in Cape Town for 3 nights 29th Dec till 31st Jan using Airbnb for a group of 4 adults and 1 kid. Airbnb confirmed my booking and I can see on the App that I was supposed to check in on 29th Dec.
    When I reached the accommodation on the said day the owners were not even aware that we had a booking with them. The house was horrible and the owners themselves informed us that they did not pass the verification criteria set by AirBnB and they have never confirmed Airbnb for any booking.
    We were in a fix as it was already 6.00 p.m. local time.

    We talked to Raven from Airbnb and she assured us that she will be able to book an alternate place for us. We tried to book alternate places through Airbnb but none of the owners were able to host us at such a short notice. It was 9.00 p.m. by then.
    Then we started to make a booking through alternate sources but as it was holiday season everywhere we tried was full.

    Finally we got a booking in the Capital Hotel for a night which was at ZAR 3XXXX just for the night. As the Capital Hotel was booked for the other two days, we had to go for accommodation hunting again the next day instead of enjoying the holiday as planned. I can assure you that we tried to find the cheapest options and everywhere was full. So, finally we had to book into Protea Hotel for the other two nights at ZAR XXXX. The accommodation was way over our budget but we still had to book it as the only other option was to sleep in the car.
    To add insult to the injury we had to spend extra on food as well as we had booked accommodation with a kitchen and the hotels did not provide us with any self catering option

    The $50 for food and the refund which Raven offered us doesn’t even cover for the inconvenience caused to us by miscommunication from Airbnb’s part. We had to spend a day and a half looking for alternate accommodations instead of enjoying our holidays, which spoiled our stay in Cape Town. On top of that no body even contacted us from Airbnb to even find out if we had managed to find something else.

    I expect Airbnb to reimburse ZAR 11491 for my accommodation and food bills as it was a mistake on your side that spoiled our holiday, and forced us to spend so much extra than our budget.
    If a place can not even pass verification how can you have it on your accommodation list. If the owners did not confirm the booking how can Airbnb confirm the booking.

  49. I was charge full amount for two bookings, one is more than nine months away (This charge was over $6000.00) and one is five months away ($400.00 or so). I have contacted both hosts and they both said that they don’t get pay until we arrived. So airbnb have my money, collecting interest for nine months.

    If that is their policy, I’ll find another company to do business with.

  50. I reserved and paid for a room in Barcelona Spain for Dec 29 way back in September. The host sends me a message at 11am Dec 29 (1 hour before check in) that “he had a problem and that he could no longer host me. Airbnb will refund my payment in a few days.”

    I had to scramble to look for alternative accommodation and paying more. Not to add the additional unnecessary stress to look for a hotel to stay in.

    However I realized the day after that the host never cancelled the reservation. It was like the transaction transpired and I had checked in and out.

    I had gone to “Airbnb help and Resolution Center ” and have received idiotic automated responses. There is no listed email nor contact number to call to remedy this unfair business trade. The host was a fraud with only one thing in mind : to get paid for services he never intend to offer. And Airbnb is nowhere in sight. I still have to get a response from them but it’s not looking thru give a hoot.

    After being with Airbnb for 3 years, I am disillusioned . Goodbye Airbnb and I will share to everybody I know that you don’t care for your customers after you get our money.
    You have ZERO customer service. You have no whatsoever intent to correct a situation that has gone wrong.
    I am done. And I hope this serves as a wake up call to everyone reading this. It’s all a gamble. Airbnb works if everything’s goes as planned. But it is a complete nightmare and anguish and frustration if it doesn’t . YOU HAVE BEEN WARNED

  51. Hi, i’m listed on Airbnb.in in India. I travelled with my family in October to Jodhpur in 2016. I gave the host a bad review because the host and the place we stayed was nothing as described by the Host. We did not ask for a refund and let it go but wanted others to know if they’d make the same mistake as us. (Host: Aditya – Jodhpur). Its been 3 months and the host is sending abusive mails and messages uptil now. I want to know if Airbnb monitors the mails that are exchanged and if Airbnb is going to take any action against this host or do I need to approach the law against Airbnb and the host for harassment.
    Kindly email me so i can forward you the messages sent to me by the host as an attachment.
    If Airbnb does not take any action in the next 10 days, I’ll be forced to approach the law.

    Regards,
    Kapil Mathur

  52. Hi,

    I read all the messages from you guys all that are using Airbnb.

    I am amazed that you found time to write here about your issues, found time to complain, but you weren’t capable to actually reach the Customer Services.
    So I have two conclusions either you troll, or you have no idea how the world works nowdays, how technology works and how to plan your trips, in the same time having absolutely incredble high requests and expectations, but do not put a finger to improve your own experience.

    By the way is enough to tweet @AirbnbHelp and your question will be redirected to the Airbnb Customer Service and you will be reached in 24-48h maximum!!!

    Especially the once with experience on the platform, you should know better how to learn from the Help Center articles! what kind of user are you if you do not even bother to read the articles.

    Oh, and to the once that you are so dissapointed in Airbnb, nobody forced you to register and you agreed with Terms and Service, how many of you actually read the terms of service ? Have you ever read the FAQ before booking? too lazy, who needs that!!

    99% of your issues are created by the guests- learn to communicate and learn to read. Oh yes, you are also dealing with technology, issues happen, listing get damaged, by the way also by you guests, computer crashes, hey at the end of the day it was created by a HUMAN being.

    Consumers…

    Thank you!!

  53. I will really appritiate if you guys close everything.

    1. I tried to register, it was everytime giving error that age 18 and above is required. I changed browser, it worked.
    2. I applied a coupon code and due to some reason the transaction failed, then i was not able to apply coupon.
    3. I was not able to find a living human being on your entire support. You guys charge so much for support but no support at all.
    4. I tried other properly and paid through my credit card, then nothing displaied there.
    5. I created a new account with same error of 18 years and old but somehow managed to make it work.
    6. I paid again with card and then it asked me for verification.
    7. I tried webcam, no results
    8. I tired with Scanned copy of Aadhar card, no go.
    9. I changed format of aadhar card, no go
    10. i used my license but this stupid application did not took it either.

    What i can say to you guys is to close your shop and go home. Best way for other to rest in peace. I have spent 4 hours in this but nothing is there.

  54. A stranger posted my house on airbnb. I am so surprised when I found my own house on airbnb. I can see this person stole the pictures from my blog or my friends’ and somehow knows the address. I was unable to contact the host because no date is available to book. I contacted airbnb and complain if they allow anyone to post someone’a property without verifying. The customer service forwarded my email to response@airbnb.com and I guess that would open the case but I haven’t heard from them at all even after I followed up a couple of times. The page of my house is still up on the airbnb. I am really pissed and just want them to take it down.

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