Can you complain directly to Airbnb?

Contact Airbnb Customer Service Need a little more help or have a complaint? Contact us by email, chat, or phone at 1-844-234-2500.



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Contact Airbnb Customer Service Need a little more help or have a complaint? Contact us by email, chat, or phone at 1-844-234-2500.

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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.

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If you'd like to request a refund before or after your trip, refund requests of any amount can be handled through our Resolution Center. We recommend discussing any refund amounts with your Host through your Airbnb message thread before submitting a request in the Resolution Center.

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Submit a request to your Host: you'll describe the issue, provide photos if you can, and let the Host know how you'd like to resolve it. It's important to get help within 24 hours of noticing the issue. Otherwise, your refund amount might be affected.

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But many hosts have recently prioritized their own direct-booking websites after a turbulent past two months, as the coronavirus pandemic spurred widespread cancellations and many grew unhappy with Airbnb's reimbursement policies.

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Today, we are excited to announce that Tara Bunch will join Airbnb as Global Head of Operations. In this role, Bunch will oversee Airbnb's Customer Service, Trust and Safety and Payments teams and report directly to Airbnb Co-Founder and CEO Brian Chesky.

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6 Most Common Airbnb Complaints and How to Prevent Them
  • Complaints about the rental cleanliness.
  • Complaints about the lack of guest-host communication.
  • Complaints about having issues with the Wi-Fi network.
  • Complaints about the amenities provided.
  • Complaints about handling and resolving emergency situations.


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Get help from Airbnb Though we always want Hosts and guests to work things out directly if they can, we know it's not always possible. 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.

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Reporting reviews under this policy To report a review for violating this policy, contact us. If a review violates this policy, we may remove that review, including any associated ratings and other content. We take the removal of any review seriously and only do so where there is a clear violation of this policy.

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Depending on the nature of the violation, Airbnb may also take other actions, such as canceling an upcoming or active reservation, refunding a guest from a Host's payout, and/or requiring Hosts to provide proof that they have addressed issues before they can resume hosting.

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Fake listings Fake Airbnb listings happen when fraudulent hosts list properties that belong to someone else or don't exist. When they communicate with you, they'll try to convince you to do so outside of the Airbnb platform.

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Hosts don't need hidden cameras and microphones to spy on you during your stay. They can monitor the Airbnb's WiFi network and snoop on your online activity. The sites you visit will be plainly visible, letting the host know things you might not want them to.

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Get help from Airbnb 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.

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Yes, an Airbnb host can kick out an Airbnb guest. This is usually done when the guest has violated the house rules or caused damage to the property. In such cases, it is within a host's rights to ask a guest to leave immediately and not return for any future bookings.

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Document the issue by taking photos or videos, getting repair or cleaning estimates, and/or receipt. Within 14 days of the responsible guest's checkout, request reimbursement from them by starting an AirCover for Hosts request in the Resolution Center. Your guest will have 24 hours to respond to the request.

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To deal with bad Airbnb reviews effectively, use one of the following four strategies:
  1. Ask Your Guest to Change the Rating. This is the most direct way to change a bad Airbnb review into a positive one. ...
  2. Contact Airbnb to Request Removal. ...
  3. Delay Leaving a Guest Review. ...
  4. Write a Response to Every Review You Receive.


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Your detailed ratings for past stays, as well as your overall category and averaged ratings across stays, are only visible to Hosts when you request or book a stay with them in the future.

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