Had an issue with Airbnb? Get a real response.
Airbnb is an online marketplace allowing home owners to put up their spaces for long or short term rentals, and for users to book them in locations around the world.
Complaints on Airbnb typically always start between the guest and the host. Messaging them directly via the Airbnb app or website is the easiest method, but issues can also be reported directly to Airbnb via the online Help Center or official complaint form. If the issue can't be resolved directly with the host, Airbnb will appoint a case manager to oversee your complaint and keep you updated.
When submitting, ensure to include details and photos of your stay, and include any reservation or booking references. Common complaints to Airbnb include issues at the property (like hygiene or misrepresentations through photos), delayed refunds after cancellations, and frustrating last-minute booking cancellations by hosts. On the host side, issues with damage to properties and biased rulings are commonly reported.
Airbnb offers ways for you to escalate if your issue is not resolved. Taking things to a senior team member or to an external body, like the ACCC, for serious issues are options available to you if Airbnb fails to act on your complaint.
How to submit a complaint with Airbnb
Submitting a complaint to Airbnb is simple, if you know the right steps:
- Start with the Host or Guest: For reservation issues, message the host or guest directly via Airbnb’s app or website.
- Use the Help Center: Navigate to the Airbnb Help Center > “Contact Us” > “Report a new issue.” Support is available 24/7 via chat or callback.
- Submit the Feedback Form: Use Airbnb’s official complaint form for non-urgent feedback.
- Resolution Centre for Money Issues: Go to airbnb.com/resolutions to handle refunds, damage claims, or financial disputes.
- Via Airbnb App: Tap “Help” in your trip section, then follow the prompts for reporting. You can chat or request a call.
Tip: Include reservation codes, photos, and clear descriptions.
Once you’ve submitted a complaint, Airbnb assigns a dedicated case manager to be your point of contact. Their response time is usually within 4 business days.
The process is as follows:
- Case manager reviews your booking details and evidence.
- Airbnb may contact the host/guest for their side.
- You’ll receive updates via app or email.
Timeframes:
- Minor issues: Resolved within 1–2 days.
- Complex cases: Up to 15 business days.
Airbnb uses the AirCover protection program to refund, rebook, or support your claim if your stay wasn’t as described. Expect clear communication until your issue is fully resolved.
Common complaints against Airbnb
Here’s what most Airbnb users complain about:
- Refund Delays: Especially after cancellations or disputes.
- Unhelpful Customer Support: Long wait times or unresolved cases.
- Property Misrepresentation: Listings not as described (e.g. hygiene issues, missing amenities).
- Unexpected Charges: Pricing in USD instead of AUD, or incorrect currency conversion.
- Host Cancellations: Last-minute cancellations leaving guests stranded.
- Safety Issues: Undisclosed pets, insecure premises.
- Host Frustrations: Damage caused by guests or biased Airbnb rulings.
The ACCC has even taken action against Airbnb for currency pricing misleading thousands of Aussies.
Airbnb complaints submitted through Ajust
Airbnb deducted money without permission and after nearly an hour on the phone, I still couldn’t get a straight answer. It’s exhausting when you do everything right and still get nowhere. - Ash
After my Airbnb app froze, I had to book a hotel. The next day, it charged me anyway. I’ve sent message after message, and every response has been a wall. It’s like they’re hoping I’ll just give up. - Ash
I arrived at my Airbnb to find the house unsafe (a pole holding up the roof). I had two kids with me, so I left for their safety, but Airbnb still refused a refund, even for cleaning or service fees. - Leonie
The Airbnb listing showed one location, but the real address was miles away. When I tried to cancel, they offered only a small refund. I spent weeks chasing answers. - Thad
How other consumers Airbnb complaints got resolved
Dirty Property on Check-in: A guest found hair on their bedsheets and overflowing bins. The host refused a refund. Airbnb reviewed photos and refunded the cleaning fee.
Aggressive Dog On-site: A guest booked a pet-friendly place with “no other pets.” On arrival, an aggressive dog attacked their pet. Airbnb refunded the unused night and flagged the listing.
Host Cancelled Day Before Trip: A family was left without accommodation after their host cancelled last minute. Airbnb activated AirCover and rebooked them in a comparable property at no extra cost.
Still not satisfied? Here's how to escalate:
- Request a Case Manager or Supervisor: Use polite language like “Can this be reviewed by a senior team member?”
- Use Specialised Support Lines: For safety, use Airbnb’s 24/7 Safety Line. For discrimination or accessibility issues, request support from the relevant Airbnb team.
- Follow Up with Case ID: If they promise a response in 48 hours, follow up promptly after any delays.
- Submit a Formal Written Complaint: Use airbnb.com/feedback to log your complaint for Airbnb’s internal team.
- Go Public (Last Resort): Post respectfully on X/Twitter @AirbnbHelp or Facebook to prompt action. Always request they DM you for privacy.
1. State Consumer Protection (Fair Trading): Lodge a formal complaint via your local Fair Trading office. These agencies often have direct lines to Airbnb, improving your chances of resolution.
Example: One Reddit user said their Fair Trading office contacted Airbnb and resolved the issue within days.
2. ACCC: For systemic issues like misleading pricing, report your case at accc.gov.au. They won’t solve individual complaints but use reports to act on unfair practices.
3. Small Claims Tribunal: For unresolved financial disputes, consider lodging a claim through your state’s tribunal (e.g., NCAT, VCAT).
4. Legal or Media Action (Last Resort): If a serious issue remains unresolved, consider consumer advocacy journalists or public platforms.
- Airbnb Support (24/7):
- In Australia: via app or +61 2 8520 3333
- Global: +1 855-424-7262 (US) / +44 203 318 1111 (UK)
- In Australia: via app or +61 2 8520 3333
- Help Center: Browse FAQs or start a chat/call.
- Feedback Form: Submit complaints or suggestions.
- Resolution Centre: For refunds, claims, payment disputes.
- AirCover Policy: What’s covered and how to claim.
- ACCC Complaint Guide: Includes contact details for each state’s Fair Trading agency.
Airbnb Complaints FAQs
How do I submit a complaint to Airbnb for a refund or issue?
To submit a complaint to Airbnb, start by messaging your host or guest through the Airbnb app or site. If that doesn’t resolve your issue, use the Help Center’s “Contact Us” page or the Resolution Centre for refunds and money disputes. You can also file a formal complaint via Airbnb’s Feedback Form. Include your reservation code, photos, and as many details as possible to ensure your case is sent to the right team.
What happens after I file a complaint with Airbnb?
Once you file a complaint, Airbnb assigns a case manager who reviews your booking and evidence within about four business days. You’ll get updates through email or the app. Minor issues are often resolved in 1–2 days, while complex disputes may take up to 15 days. Through AirCover, Airbnb may offer refunds, rebooking, or other support until your issue is fully resolved.
How can I escalate my Airbnb complaint if it’s not being resolved?
If your Airbnb complaint isn’t progressing, ask for a senior case manager or supervisor review. For safety or discrimination issues, request the relevant specialist team. Follow up using your case ID and, if still unresolved, submit a written complaint at airbnb.com/feedback. As a last resort, you can post on X/Twitter @AirbnbHelp or contact your state’s Fair Trading agency to push for action.
Can I take my Airbnb complaint to a consumer authority or tribunal?
Yes, if Airbnb hasn’t resolved your issue, you can contact your local Fair Trading office, which often liaises directly with Airbnb. You can also report systemic issues, like misleading pricing, to the ACCC. For unresolved financial disputes, file a claim through your state tribunal, such as NCAT or VCAT. These steps help ensure accountability and increase your chances of a fair outcome.
You’ve done your part, now it’s time to hold Airbnb accountable.
Take the final step and submit a complaint that gets seen and responded to.