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Airbnb
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Airbnb
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Edited by:
Ajust Content Team
Last updated:
September 16, 2025
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
Airbnb
 

Submitting a complaint to Airbnb is simple, if you know the right steps:

  1. Start with the Host or Guest: For reservation issues, message the host or guest directly via Airbnb’s app or website.

  2. 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.

  3. Submit the Feedback Form: Use Airbnb’s official complaint form for non-urgent feedback.

  4. Resolution Centre for Money Issues: Go to airbnb.com/resolutions to handle refunds, damage claims, or financial disputes.

  5. 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. Airbnb routes issues to the right team based on urgency.

What happens after you submit a complaint to Airbnb?

Once you’ve submitted a complaint, Airbnb assigns a dedicated case manager to be your single point of contact. Their target response time is usually within 4 business days.

The process:

  • 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.

Complaints submitted through Ajust

How other consumers
Airbnb
 complaints got resolved

Dirty Property on Check-in: A guest found hair on 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. Airbnb activated AirCover, rebooked them in a comparable property at no extra cost.

How to escalate a complaint with Airbnb

Still not satisfied? Here's how to escalate:

  1. Request a Case Manager or Supervisor: Use respectful language like “Can this be reviewed by a senior team member?”

  2. 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.

  3. Follow Up with Case ID: If they promise a response in 48 hours, follow up promptly after any delays.

  4. Submit a Formal Written Complaint: Use airbnb.com/feedback to log your complaint for Airbnb’s internal team.

  5. Go Public (Last Resort): Post respectfully on X/Twitter @AirbnbHelp or Facebook to prompt action. Always request they DM you for privacy.

Regulatory & Ombudsman Information for Airbnb

🛠 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.

Official Airbnb Complaint Resources & Links

  • 📞 Airbnb Support (24/7):
    • In Australia: via app or +61 2 8520 3333

    • Global: +1 855-424-7262 (US) / +44 203 318 1111 (UK)

  • 🧭 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

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.

File your complaint now