Airbnb is a lodging website based in San Francisco.
How to reach a person at Airbnb
Main: (415) 800-5959
Customer Service: (844) 234-2500
Business travel assistance: (888) 983-0568
Airbnb Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings.
What you need to know about Airbnb
People love to complain about Airbnb. Remarkably, Airbnb responds to most of these complaints by fixing them (though not all of them). Airbnb problems fall into two general categories: Accounts that are banned without explanation and disputes between hosts and guests. We've seen an uptick in Airbnb bans lately and, unfortunately, Airbnb is being as tight-lipped as ever about the reasons. This customer was banned from Airbnb after she moved. Airbnb banned this customer because she used to live in Russia. Airbnb charged this customer even after finding cockroaches in a rental. Recently, Airbnb banned a loyal customer for no reason and refused to help him get unbanned.
How to solve a problem with Airbnb
Airbnb's executives read and respond to consumer complaints, which a big reason why it has a 4 out of 5 rating. Please follow the troubleshooting steps in our guide to a vacation rental before reaching out to the executives.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting any company manager directly.
Airbnb mailing address
Airbnb
888 Brannan Street
4th floor
San Francisco, CA 94103
https://www.airbnb.com/
Airbnb social media channels
Airbnb executive customer service contacts
Primary Contact
Catherine Powell
Head of Hosting
888 Brannan Street
4th floor
San Francisco, CA 94103
catherine.powell@airbnb.com
Secondary Contact
Tara Bunch
Head of Global Operations
888 Brannan Street
4th floor
San Francisco, CA 94103
tara.bunch@airbnb.com , shauna.lam@airbnb.com
Chief Executive
Brian Chesky
Co-founder, Head of Community, and CEO
888 Brannan Street
4th floor
San Francisco, CA 94103
brian.chesky@airbnb.com
(415) 800-5959
Frequently asked questions about Airbnb
You can contact Airbnb directly through the following methods:
Sending a message to the host: This is usually the quickest and easiest way to resolve an issue with your listing or reservation.
Phone: Call Airbnb at (844) 234-2500.
Exploring the Help Center: Visit the Help Center to find answers to common questions about refunds, reviews, payments, and cancellations.
Yes, Airbnb provides 24/7 customer support at (844) 234-2500.
Airbnb has various policies. If you encounter any issues, contact Airbnb directly to discuss your situation.
While Airbnb primarily encourages messaging for communication, it does not offer a dedicated chat support feature. However, you can still message hosts and guests through the platform.
If you encounter any problems during your stay, follow these steps:
Contact Your Host or Guest: Send your host or guest a message to address the issue.
Visit the Resolution Center: If necessary, securely send or request money for something not included in the listing.
Contact Airbnb Customer Service: For additional help or complaints, you can email, chat, or phone at (844) 234-2500.
If the situation is still not resolved, reach out to us.
If a host doesn’t confirm your reservation within the specified time, Airbnb will automatically cancel the booking. You’ll receive a full refund.
To cancel a reservation, follow these steps:
Log in to your Airbnb account.
Go to “Trips” and find the reservation you want to cancel.
Click “Cancel” and follow the prompts.
Airbnb’s review process ensures safety and security. It allows time for both hosts and guests to verify details and confirm reservations.
Refund processing times vary, but it typically takes several business days for the funds to appear in your account after cancellation.
Airbnb hosts set its cancellation policies (e.g., flexible, moderate, strict). Review the specific policy for the listing you’re interested in.
How to get professional help with your Airbnb problem
If you need help with a Airbnb problem, you can contact our advocacy team or just push the button.
Get HelpThis contact was published on September 2, 2015 and updated on March 26, 2024.