If you can’t get in touch with your Host - Airbnb Help Centre (2024)
How-to
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Guest
When you have a confirmed reservation, you’ll have your Host’s email and phone number in the messaged thread for your trip. You can send them a message or pop open the Airbnb app and call them.
If you’re wondering about check-in details and instructions, you’ll find them 48 hours before the check-in date on your reservation’s itinerary page.
If all communications have failed and you can’t contact your Host, contact us.
When you have a confirmed reservation, you'll have your Host's email and phone number in the messaged thread for your trip. You can send them a message or pop open the Airbnb app and call them.
If your Host is unable to resolve the issue, doesn't respond at all, or declines your refund request, just let us know, click or tap Get Help from the reservation page. Someone from our team will step in to help resolve the issue.
How you'll get your money. Need to request a refund before or after a trip or Experience? First, discuss the amount with your Host in the message thread, and if they agree, go to the Resolution Center to request money. If they don't agree to the amount within 72 hours, reach out to us for help mediating.
The biggest Airbnb complaints tend to involve cleanliness, communication, and accuracy. Airbnb hosts may not always clean their properties properly, and they may not answer messages promptly.
You can send them a message or pop open the Airbnb app and call them. If you're wondering about check-in details and instructions, you'll find them 48 hours before the check-in date on your reservation's itinerary page. If all communications failed and you can't contact your Host, contact us.
It can happen to the best of Hosts: The wifi is a no-show, or the hot tub isn't hot. If something gets in the way of your guest's good time, you can send them a full or partial refund before, during, or after their stay. We'll notify them right away, and process the refund within 48 hours.
If they accept your request, your refund will be sent to the payment method you used when you booked the reservation. If your Host declines or doesn't respond, you can ask Airbnb to step in to help. Gather evidence: If possible, take photos or videos to document issues like a missing or broken amenity.
Airbnb will review the issue and contact you as a host. They will also do a follow-up investigation and report back to the neighbor. The good news is that Airbnb is unlikely to suspend or take down your listing, but having many complaints won't be good for your vacation rental business.
You may be entitled to a full refund or one larger than the standard refund of your Host's cancellation policy if: You have to cancel because of an extenuating circ*mstance. You have to cancel because of a qualifying reason covered by the Airbnb Rebooking and Refund Policy.
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