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Contacting Airbnb - Vacation Rental Guide
Despite the common misconception, hosts too are customers of Airbnb. While it is true that guests are the money-making side of Airbnb, without hosts there will be no listings for guests to book. Therefore, both parties are equally important for the smooth running of the platform.
Some reasons why you will have to contact Airbnb Support as a host
Hosts should reach out to Airbnb support when encountering issues related to listings, bookings, guests or other disruptions to service. Some common scenarios for contacting Airbnb Support as a host include:
- Property damage
- Stolen goods
- Damage deposit claims
- Guests overstaying checkout or refusing to leave your property altogether
- Technical problems with Airbnb’s website or app
- Payment issues
What to do before contacting Airbnb
Go through the help center
If you go through the Help Center in the Airbnb website you will find extensive literature on almost all the situations you can run into as a guest and a host with different sections for those hosting listings and hosting experience. There’s even a section for travel admins.
Try the resource center
The resource center is a collection of articles and video guides to go through when you run into a speed bump. It has literature on everything from design inspirations for your property to creating a strong listing to success stories of professional hosts.
The community center
What better way to get answers to your questions than from those who already overcame it. Airbnb’s community center is a forum where you can find answers to your questions in discussions that have already taken place or ask your own questions.
Note: type in keywords from your question in the search bar at the top of the page to find out if your question has been discussed before.
Live chat with a Superhost
If you have questions regarding your listing or any other hosting process you have the option of connecting with a Superhost. This method connects you with a Superhost in a similar time zone who will be dedicated to helping you with hosting your property.
Other
Most of the time you will already have all the assistance required in the help center, resource center, or community center. Additionally, they have a webpage dedicated to questions regarding updates to the Airbnb website and mobile app.
How to contact Airbnb Support as a host
There are different ways to contact Airbnb depending on the nature and urgency of your situation. They are:
If it’s not urgent, contact Airbnb via email at support@airbnb.com. Airbnb support usually takes 1-2 business days to reply though this can take longer depending on issue complexity and case volume.
Make sure your email is written clearly and any required files have been attached.
Call
If you require Airbnb support urgently, give them a call. The number is 1-844-234-2500.
Make sure you have all information at hand before making the call and take notes of the customer support agent’s responses. Don’t always expect to have the issue resolved with the one phone call however as you may be asked to upload/email certain documents/images to relevant people at Airbnb admin.
Live chat
Using the live chat feature can yield faster replies — often within an hour though it can stretch up to a few hours sometimes— especially during business hours.
Log in to your account and navigate to Profile / Help / Contact Us to start the process.
X (Twitter)
Airbnb support is known to be very active on X (formerly Twitter) and direct messaging them on the platform has been known to garner a faster response. Direct message @AirbnbHelp.
In Conclusion:
Due to the sheer number of hosts and guests using the Airbnb platform, it is not a very enjoyable experience contacting Airbnb. We suggest exhausting all literature and other support tools, especially the ‘Ask a Superhost’ live chat provided by Airbnb before committing to contacting them just so you won’t be wasting your time.
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