Airbnb Customer ServiceAirbnb, Inc.

Airbnb Customer Service

DISCOVER MILLIONS OF POSSIBILITIES
Choose from unique homes—near or far—in many countries around the world. Find everything from getaways near national parks to apartments in the heart of big cities and book right in the app.

FIND ONE-OF-A-KIND HOMES
Easily explore the world of Airbnb—and discover homes that you wouldn’t have known to look for—with a new way to search designed around Airbnb Categories. These curated collections of homes are chosen for their style, location, or nearby activities, whether you want a design marvel, a stay somewhere tropical, or a place near incredible surfing.

STAY LONGER AND EXPERIENCE MORE
Split Stays is an innovative new feature that intelligently splits one trip across two homes. Split Stays automatically appear in search results of trips a week or longer—so guests can find more available homes and experience more on their trip.

GET AN UNMATCHED LEVEL OF PROTECTION
AirCover is the most comprehensive free protection in travel, giving guests the confidence of knowing that if something goes wrong, we have their backs.

CHAT WITH YOUR HOST AND CHECK IN EASILY
Feel at home, no matter where you are. The Airbnb app lets you chat with your Host, receive up-to-the-minute information about your booking, and make the most of your trip by getting the best info on everything local that only expert Hosts would know. A redesigned Trips tab puts all your must-have travel details in one place. Here you’ll also find check-in details that make it easy to get there, get inside, and get connected to wifi.

CHOOSE STAYS THAT MEET YOUR NEEDS
Know that every accessibility feature a home has goes through an accessibility review process confirmed by our team of specialists. Easily sort by 13 accessibility search filters, including step-free bedroom access and accessible parking spot.

FIND FUN THINGS TO DO
Get out and explore with a local expert as your guide—or immerse yourself in a new place right from your couch. Go solo, book a private group event, or join a group and meet someone new. Check out Experiences for any age or interest and book, save, or share your favorite ones—all with the Airbnb app.

TRY HOSTING IN 10 EASY STEPS
Turn your space into extra income on Airbnb. List it directly from the Airbnb app, then receive the support and guidance you need to get started with hosting. It’s a great way to fund your dreams and inspire someone else’s next big adventure.

KNOW YOUR SPACE IS PROTECTED
AirCover for Hosts is top-to-bottom protection for every Airbnb Host. It includes $1 million in liability insurance, $1 million in damage protection, and more. It's always included and always free. Only on Airbnb.

Airbnb App Comments & Reviews

Airbnb Positive Reviews

Love the app as a host, but is missing one key feature for hostsThe app is amazing and I love the expanded ability to included personal info in the scheduled messages. There’s a few things I really want that are not on the app and one is the ability to manually check a guest out of your unit so it allows you to leave a review and change automatically into new daily guests. Otherwise having to wait until 12-3 pm to leave a review after I’ve completed all checkout/check in tasks for the next guest and then having to come back later is a little annoying. Also, if there’s a way to turn off notifications for “_____ is arriving in 12 days” that’d be great. Additionally, I’d love to be able to utilize IF functions for shortcode messages. For example, if I try and attach a shortcode message and include something like the guests home city (“safe travels from /guest_city/!”) but the guests profile doesn’t have that information to pull, it shows as “/guest_city/“ in the message to the guest and I would like to be able to attach an if statement to drop part of the phrase if the info isn’t available (or warn me that it’s not filling it in bc it’s missing that data so I can fix it myself, otherwise I often miss it if I’m not diligent!). This would help avoid a lot of problems..Version: 21.25

Loving AirbnbWe used Airbnb during our recent holiday in Kona, HI and stayed in 3 different private units. Each was wonderful and had everything we needed including the loan of beach chairs, beach towels and umbrellas. We didn’t cook, but each unit was well appointed with everything we would need and next time we will enjoy creating our own meals at the units and eat out less. We enjoyed visiting briefly with each owner, they were all really nice but not intrusive at all. We went on two excursions recommended and booked through Airbnb. They were great and good value. I would recommend the Wild Dolphin & Snorkeling adventure with Captain Chase and the Local Brews & Poke Flights with Lottie and a wonderful chef and fun bartender at a beautiful golf course. They were both awesome and each was a small group of 5-6 people allowing us to ask our hosts questions and visit with the other guests. We will likely use Airbnb more often, it was super easy to book the units, more fun and less expensive than a hotel. When they say ‘Super Host’ believe it, book it and relax. I’m a fan and sharing our experiences with friends. Mahalo!.Version: 18.19

Ok it’s time to abolish the Covid cleaning feesI’m sorry but this has been something that’s bothered me since the start of the pandemic and I am not an “anti-masker” or a “conspiracy theorist” so I was grateful for the additional precautions, until I learned there were no additional precautions. As a company, you are fantastic to your hosts but are horrible to the guests. We have no recourse, are rarely believed over the host and truth be told, I feel like there never should’ve had to be a massive hike in cleaning fees (unless you’re honest about it and tell the guests it’s for the “host” putting themselves at risk by hosting and having to clean up afterwards and not telling us it’s for “deeper cleaning protocols”. Also most places in the US are fully open again which means this ridiculous hike in fees needs to be dropped and furthermore you should expect your hosts to be deep cleaning between each and every guest. The reason I know about the fees and why they were instituted is because I clean Airb&b houses for a few ppl when I can and for who I can…and for the record I always deep clean in between guests. It’s called good hygiene and keeping those people safe and healthy and that’s what you as a complete should strive for and expect from your hosts (not give them a cash prize for possibly doing it..Version: 21.23

Great service - serviceable appI have used AirBnB between 3-4 times per year for travel. It has been a great service and rarely have I been disappointed with the homes, cabins, and condos we have enjoyed over the past couple of years. The app, however is lacking not so much in its function but what it provides for searching options. One of the first things people search for when booking accommodations besides location is the room type. And part of that is what type of bed. I can search for number of bedrooms, number of beds ... even the bed height as an accessibility option, but not the bed size (!?). Thinking it was just me not being savvy, I find multiple posts on AirBnBs own forum of people who have raised the same issue over the course of the past 3 years. Devs, if you read this, please review the basic filtering and sorting options for this app and add this as a feature request for your next agile sprint or whatever you do to update this program. I appreciate your respect for those who need accessibility options, but the rest of your customer base might appreciate a fundamental filtering feature added, that literally every other travel and booking site uses as a base feature. Thanks!.Version: 20.17

So far it’s been good, but needs a little work!So far it’s been good, but still has some work to be done On the app ect. sometimes the app crashes or takes a while to update. I get messages way later like a day or 2 later on guests asking me questions. I did notice that it has not been sending the check In information to the guests so they get trapped out side the gate for a while because the messages don’t come in to my phone right when they message. Also I’ve been getting guests having a hard time keeping the booking I get them confirmed and then a day later it’s canceled on them. Guest call me a lot trying to figure out how to book. Maybe make the booking a little easier. Also if you are in a state that they pay the tax for you make sure to look in to it cause they only pay the state tax not the city tax. Wish they could pay that also each quarter for me. I give Airbnb over all a 4 cause it’s good just not yet a 5 yet. Work on app a little more and maybe put a system in that is like doc u sign. that way it just automatically sends the booking waver that we need each guest to sign so I don’t have to do it manually..Version: 18.24

AverageOverall, I’ve had good experience with Airbnb, and I like the general set up. I do have two major major issues, and that is 1). with the tax collection. My county and total sales tax are 9%, But they only take out 6% and refuse to fix it. This causes me to lose so much money because I have to take it out of my profit and then file with the county and do my state taxes through an accountant because the system is too complex... Major inconvenience... and 2). This is my 2nd home. I do not want to rent it to just “anyone“. VRBO is better because they at least let you see the person‘s full name, and you can Google their information to make sure they are a real person, etc. There are so Many scam emails. I have no problem with an AirBNB traveler who has previously had a review, but when a New, unknown person tries to books and gives me no information at all regarding their group or info on their trip, and all I have is a “first name”- it’s unnerving. I think they should try to protect the homeowners much better than what they do right now. It’s very one-sided towards the renter- where I would like much more of a mutual accountability. Hiding the pictures and last name is also not OK in my book..Version: 19.09

First experience with Air BnB is so-soI am traveling for just under a month and am using Air BnB for my travels. I am satisfied with most of my stats so far except one. This particular place was so dingy and run down that I immediately knew I did not want to stay there. Right away I contacted the host asking for the payment of my remaining two nights back so I could secure someplace else. She refused. So I contacted Air BnB and they too so long in figuring things out that I was well on to my next location by the time they said they had successfully negotiated a cleaning fee refund ($34). That was laughable. They told me I could dispute it further and asked me what was a fair compensation. I said that the fairest compensation was the two nights I had originally asked for. That would have been around $270. They negotiated some more and ended up refunding me $120. I am not impressed on the time it takes for them to respond and handle things, nor am I impressed with their negotiation skills. The place I stayed in was a dump and the pictures were a complete lie and they did nothing to fix that for future renters. I’ve now stayed in three other locations and I am very pleased with them. I like Air BnB but I don’t like their service..Version: 19.17

Good App, but could improve with some bug fixesVery nice App. Easy to book and communicate with host. But (the current version) could use some bug fixes. I use the App on my iPad Pro with the most recent iOS an when I scroll through my search results, the movement is extremely slowly, sometimes gets even stuck. Something is wrong here. Search filters are also not perfect. When I set for example my limit at $200 per night, the App shows me also accommodations above $200. Also, it would be great if the location filter would be narrower. If I search for housing in a certain town I don‘t want to see housing from near-by towns. Unfortunately, one sometimes only find out once you check the map, because the title often does not tell the location. Maybe adding a distance option would help (how far from target destination the search should be expanded). Additional comment: What I also dont like is that I cant remove my credit card information from my account after payment (not through the App and also not through the online account). I wished they would support Apple Pay. I don‘t like to keep my credit card information all over the internet..Version: 17.50

Problems taking photo on iPad Pro in landscapeThe app presents a little overlay where one can center the photo id capture, but running the app in landscape mode, the overlay was misaligned, with the overlay rectangle half off-screen. And when I disconnected it from the keyboard and rotated the device into portrait orientation, it put the overlay in the right place and everything looked rendered OK, but when I took the photo, it then grabbed the wrong portion of the photo. Bottom line, the photo capture got thoroughly confused with iPad in landscape orientation (which if you have a keyboard attached, is how we generally use these things). And when I first oriented the device into portrait, I happened to do upside-down portrait orientation (which iPads permit) and then the captured photo was upside down. Lol. But when I backed out, put my iPad in portrait orientation, and tried to capture the photo again, it worked fine. The problem seems to be limited to when you enter the photo capture while the iPad is in landscape orientation. This is all pretty minor stuff in an otherwise quite polished app, but I thought I’d bring this to your attention as this is apparently and use-case that slipped by anyone’s attention..Version: 19.20.1

Amazing Business Model!We are making additional income per year - thanks to Airbnb! And this app streamlines the whole process!.Version: 17.41

The some landlord has no sense of responsibilityBecause of the epidemic, the landlord does not allow guests from other provinces to stay. In fact, the landlord told me that he would not allow people from other provinces to move in after I paid all the rent. However, he was unwilling to refund the rent of more than 1,000 dollars. He only wanted to refund the cleaning fee of 100 dollars. It only took 3 hours from the reservation to the time I called to request the landlord to cancel. And he sent a text message to warn me not to invite local friends to stay in, and change the occupants. If he does this, he will call the police? ? ? (The APP shows that I can change the accompanying members). The landlord blamed me for booking his apartment, which caused him to miss a more valuable client, and he never agreed to the request for refund of the rent. Finally, airbnn's customer service and the landlord could not be contacted, and the platform can only compensate for my loss..Version: 21.08

Deceiving pricesThe most annoying thing about the app is how you don’t know the final price per night until you go through the booking flow. The listing shows one price while in reality it is 30-50% higher with all the countless additional fees. I don’t need to know how you calculate the price, just show me how much it will cost me..Version: 19.40

Glitchy notificationsFor the most part, this app does what is needed. But it really bothers me that they haven’t fixed the glitches in the notifications. Even when I answer a message, the notification still remains, as if I hadn’t seen it yet. It’s the same thing with reviews. I’ll complete one, and then the notification still says “write a review”. Pls fix !.Version: 20.37

App good but computer application not okAs an occasional host, we constantly stumble and spend way too long trying to figure out the interface. We heard through a friend that Air BnB is aware how unfriendly their host interface is - and was thinking about improving, but alas we haven’t seen improvements that make it any more intuitive or clear. I am taking the time to tell you, as we’ve had good experiences hosting, appreciate the extra cash, but have seriously thought of leaving because of the frustration with your website - and lack of support available..Version: 19.04

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