Airbnb is a lodging website based in San Francisco.
Airbnb Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List.
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 and this customer’s Airbnb is infested with fleas. Another customer was banned for accidentally spilling food on the host’s sofa. Airbnb took its time with this refund. This customer rented a home infested with cockroaches, urine, and mold. Airbnb refused to refund this traveler, even though the customer felt unsafe. And Airbnb cancelled this customer’s booking, kept her money and blocked her account.
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 a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Airbnb mailing address
888 Brannan Street
4th floor
San Francisco, CA 94103
Airbnb social media channels
Airbnb executive customer service contacts
Primary Contact
Tara Bunch
Head of Global Operations
888 Brannan Street
4th floor
San Francisco, CA 94103
tara.bunch@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
What are the contact details for 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.
Is Airbnb support available 24 hours a day?
Yes, Airbnb provides 24/7 customer support at (844) 234-2500.
Can I Get a refund from Airbnb?
Yes, Airbnb sometimes offers refunds. Consult your Airbnb cancellation policy and contact Airbnb directly to request a refund. You may also need to work directly with your host, who can authorize a refund.
Does Airbnb have chat support?
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.
What to do if you have a problem with Airbnb?
Send your host a message to address the issue.
If necessary, securely send or request money for something not included in the listing through Airbnb’s resolution center.
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.
What is the phone number for business travel assistance at Airbnb?
For business travel assistance, call (888) 983-0568.
What happens if an Airbnb host doesn’t confirm your reservation?
If a host doesn’t confirm your reservation within the specified time, Airbnb will automatically cancel the booking. You’ll receive a full refund
How do I cancel a reservation on Airbnb?
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.
Why does Airbnb take 24 hours to confirm reservations?
Airbnb’s review process ensures safety and security. It allows time for both hosts and guests to verify details and confirm reservations.
How long does it take to get a refund from Airbnb?
Refund processing times vary, but it typically takes several business days for the funds to appear in your account after cancellation.
What is the cancellation policy for Airbnb?
Airbnb hosts set its cancellation policies (e.g., flexible, moderate, strict). Review the specific policy for the listing you’re interested.
How to get professional help with your Airbnb problem
If you need help with Airbnb, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
