Airbnb

Airbnb is a lodging website based in San Francisco.

Telephone
Main : (415) 800-5959
Customer Service : (844) 234-2500
Email
Mailing address
888 Brannan Street, 4th floor
San Francisco, CA 94103
Website
airbnb.com

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.

Airbnb banned a customer for life without telling him why. It froze the account of a Ukrainian guest near the front line, cancelled her booking, and kept her $1,000 payment before restoring both her account and her refund after advocacy intervention. The company charged a customer $1,236 for a Beverly Hills rental at an address that didn't exist, then hit his card with another $7,080 without consent and closed his account, leaving him chasing case numbers that kept being closed without resolution.

How to resolve a problem with Airbnb

Try self-service first

Use our proven resolution methods.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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.

Verified contacts

Airbnb customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Tara Bunch
Head of Global Operations
Chief Executive
Brian Chesky
Co-founder, Head of Community, and CEO
(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.
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.
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.
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.
For business travel assistance, call (888) 983-0568.
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.

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