Need to contact

Airbnb

and make sure they reply?

Airbnb provides 24/7 support for guests and hosts via the app/website (Help Center, live chat and in-app messaging) and phone. They also maintain a responsive social presence through @AirbnbHelp.

While millions of stays run smoothly, customer experiences with support can vary. Australian review sites report low average ratings and cite unresolved cases. On the plus side, AirCover is included with every booking and promises rebooking assistance or refunds when a place is significantly not as described or a host cancels last-minute.

Frequent pain points reported by customers include:

• Refund & cancellation friction: Partial refunds, admin fees, or strict adherence to host policies, even in extenuating scenarios, are common frustrations.
  
  
• Hard-to-reach or slow support: Some users report long wait times, handoffs between agents, or delayed resolutions for billing errors and duplicate charges.
  
  
• Listing/host problems: Properties occasionally don’t match descriptions (cleanliness, missing amenities, closed facilities) and guests feel Airbnb doesn’t intervene quickly enough.
  
  
• Payment & charge disputes: Double charges or unclear holds can take time to rectify.
  
  
• Perceived bias in disputes: Guests and hosts sometimes feel outcomes are inconsistent or one-sided.
  

Tip: Understanding policy (AirCover, cancellation terms) and documenting issues with photos/screenshots significantly improves resolution odds.

1) In-App Help & Live Chat (24/7 – fastest for most issues)

• In the app or on the site, open Help Center → Contact Airbnb Support.
  
  
• Describe your issue. You’ll be routed to live chat or secure messaging.
  
  
• For reservation-specific questions, message your host/guest first. Many simple issues are fixed fastest this way.
  
  

2) Phone Support (24/7 hotline)

• Global support: +1-844-234-2500 (US toll-free; reachable internationally).
  
  
• Have your booking code and account email handy. Urgent safety or day-of-check-in issues are often best by phone.
  
  
• You may also request a callback through the app.
  
  

3) Resolution Center (money/refund requests)

• Use “Send or Request Money” to file refund/damage/compensation claims.
  
  
• Upload evidence (photos, chat transcripts). Airbnb mediates if there’s no agreement.
  
  

4) Social support (Twitter/X)

• DM @AirbnbHelp with a brief summary and your case number. They can escalate.
  
  

5) Feedback / Complaint form

• For non-urgent feedback or a formal complaint, submit the online form in the Help Center.
  
  

Pro Tips for faster outcomes

• Provide concise facts + evidence up front.
  
  
• Escalate politely and request a case manager for complex issues.
  
  
• Keep all communication on-platform where possible for a full record.
  

Cancellations & Refunds

• Refunds primarily follow the host’s cancellation policy (Flexible, Moderate, Strict, etc.) shown on each listing.
  
  
• Major Disruptive Events/Extenuating Circumstances: For declared large-scale events (e.g., natural disasters, travel bans), Airbnb may override host policies with a refund/credit.
  
  
• Host cancelations: If your host cancels, you’ll be fully refunded and Airbnb can assist with rebooking.
  
  
• Refund timing: Approved refunds typically process within ~15 days back to your original payment method (bank times may vary).
  
  

AirCover (included on every booking)

• If your place is significantly not as described (e.g., unclean to the point of unusable, missing key amenities) and the host can’t promptly resolve it, Airbnb will help rebook or refund.
  
  
• Report issues within 72 hours and provide evidence.