Many of us may have encountered situations where contacting customer service is the only way out of a problem. Customer services of companies are dedicated to solve the issues and provide all possible help to their customers. Contacting a customer support service at Airbnb might require you to wait for a long time even when the issue is a small one. In case of emergencies or serious issues faced by guests and hosts, the best way to get help is to reach out to Airbnb customer support directly without involving any third party.
Airbnb pays special attention to all the customers’ needs however small or big it is. Customer care is active all the time and can be reached in a variety of ways. The 4 most common and easy ways to contact Airbnb include making a phone call, writing an email, contacting through the website and forums or groups. In this article, we will talk about these four methods and the type of help that be availed through Airbnb’s help center.
Read also how to list your property on Airbnb.
Making a phone call to Airbnb customer care
If you are faced with a serious problem and need immediate help from customer care, then make a direct phone call to Airbnb’s customer care phone numbers. It is the fastest way to reach the customer support service of Airbnb. It has been found that most customers and hosts prefer resolving their issues over a phone call rather than going for the online services provided by the customer care unit. Writing a mail is also useful, but it may take a longer time for Airbnb to respond to the mail with the help you need. Therefore, a direct phone call is the best option when things are urgent.
When contacting Airbnb customer support, you have to keep in mind that there are only some types of problems that can be resolved over the phone. It is better to know what issues can and cannot be resolved before making the phone call. It will save you time and as well as help you to get the desired help.
Here is a list of frequent problems that the customer care personnel will be able to help you with over a phone call:
- All queries related to booking and canceling of reservations;
- Requests for a partial or full refund of the amount paid during reservations;
- Reporting all sorts of issues faced before or after making reservations;
- Queries regarding the call charges;
- Queries on debit or credit card charges applicable;
- To file a complaint against a host, some staff, or improper services;
- Assistance to guests who are unable to communicate with their hosts and vice-versa.
Problems that cannot be solved over a phone call
Guests and hosts may have issues regarding the reservations. In most cases, customer support has solutions to resolve the problems. However, if the dispute between them does not involve a violation of any Airbnb terms and policies, customer care will not be in a position to provide a resolution. Such situations are expected to be handled by the two parties involved in the dispute and come to a conclusion that satisfies both.
The customer support person will not be able to help when the problem that requires you to show some proof. In case of refunds, there might be a need to upload scanned documents showing bank details or reservation details. This is not possible over a phone call and requires you to write an email or visit the website’s help center. But if you have some queries regarding what documents to upload, you can always call Airbnb customer care.
Tips to have effective communication over the phone
Airbnb’s customer support operates in over 30 countries and cities around the globe. Each country has a dedicated number to support Airbnb guests and hosts. Before you make the call, you should keep in mind the following:
- Make sure you are calling from a verified number of Airbnb;
- Calling customer support will cost you money. So, it is important to confirm the charges that are applicable when connecting;
- Always try to call the nearest customer care if your current country location has no Airbnb customer care service;
- In case of call disconnection or some other issue, you might have to call the service again. This time a different representative will attend your call and will ask for details all over again. So, make a note of all details you need to provide.
The toll-free number working in the USA is +1-855-424-7262.
Writing an email to Airbnb customer care
Emails are an excellent medium to describe the issue you are facing. Over the call, there might be language issues or misinterpretations of instructions. In emails, you can elaborately describe the problem you are facing. One more advantage of email is that emailing is a free service. You just need a working internet connection to send your e-mail. You can also send a single mail to multiple addresses at the same time, something not possible over phone calls.
Before you decide to mail the Airbnb customer support, you must know that responses to emails might take 2 to 3 days after they have received your mail. So, if your matter needs urgent attention, writing an email to customer support might not be a good idea. Make a wise choice between a long wait and a free service.
Three different mail addresses have been provided by Airbnb to the customers in need of help:
- email@example.com: this mail address is to provide replies as soon as possible. If your problem needs an urgent solution, you can write to this mail address.
- firstname.lastname@example.org: the responses from this mail address are automated. So, you will receive an instant response when you send a message to this mail address.
- Support@airbnb.com: this mail address is there to hear out complaints, inquiries, or requests from the guests and hosts.
Airbnb also provides the mail addresses of the company CEO and the global head of customer experience. You can write an email to them directly when you are facing a major problem or when you have some crucial feedback. Writing to executives might be useful in some matters as these people are the decision-makers of the company.
Social media groups and Hosting forums
Airbnb guests and hosts are everywhere in the world. If you are facing a problem with your Airbnb reservation or refund, there is a high chance that the problem has already occurred to someone else and the solution for it is available on social media groups or the hosting forums. The Facebook group of Airbnb is a community of people with different experiences and opinions about Airbnb. You can post your queries or such for an issue on this group. You will get replies from different people and it might help you solve the problem without making any direct contact with customer support.
Forums will appear with a simple search on the internet. On these forums, you will find some interesting feedbacks, tips, and experiences of property owners and guests. A lot of information can be collected from these forums that will benefit you.
People are always active on these social media groups and forums, which means you can get immediate responses to whatever you post. However, there are certain community guidelines that each member should abide by. If your post on the forum or group violates any such rule, it will be deleted immediately. The inquiry pattern should also be followed to get a useful response. If your query is not clear, people will not be able to provide a solution.
This is a great way to contact and get help for Airbnb-related issues. You might not have to make an expensive phone call or write a mail to Airbnb directly in many situations. The forums and groups will provide you with a variety of solutions that might not be possible when contacting a customer support representative.
Visit the Airbnb website to contact customer care
The official website of Airbnb has a section called the Help Center, designed to attend to customer queries and complaints. The Contact Us option will provide you with multiple options to connect with representatives of Airbnb. If you are new to Airbnb these resources appear on the Help Center page for your assistance. To simplify the process, there is a search bar right on the top of the page. You can type some keywords to get related articles. The details in these articles are clear and simple for everyone to understand.
In case you need personalized assistance related to your account or reservations, you need to log in. You can opt for the live chat feature where the bot will ask you certain questions and try to resolve your issue. It is easy and consumes very little time compared to a phone call or mail.
Social media handles are also available on the website for hosts and guests to connect better with Airbnb. Airbnb has Facebook, Twitter, and Instagram accounts under its management. Among all the Twitter handle is the most active and can be used for somewhat urgent matters.
The site also features phone numbers and mail addresses that can be used to make direct contact with some representative at Airbnb customer support.
The ways to contact Airbnb are ample. Contacting the customer service will be needed once or the other time, especially if you are a host. So, it’s better to be aware of all the options available to get the help needed.