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Contact Airbnb
Their website, mobile app, or by phone. Requests for a refund of any amount before or after your trip can be handled through their resolution Center. Before explaining the situation to customer service, ensure you include the relevant details of your case and proof.
If you do not have a phone but still want to verify Airbnb, then websites like PingMe can help. You can use the PingMe WebChat for SMS verification on Airbnb without buying a SIM card or phone.
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.
Start a request within 24 hoursIf 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.
Hosts are asked to respond to reservation requests, booking inquiries, and all other messages from guests within 24 hours because quick responses build trust in our hosting community, making it easier for guests to find a place to stay.
You're more than welcome to contact a Host at any time. Sometimes, you'll have to—other times, it's simply a good idea. Unless you've found an Instant Book listing, you'll have to request that the Host accept your stay.
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.
If we determine that a Travel Issue has disrupted the stay, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better accommodations.
While Airbnb is a safe option for accommodation when traveling, there are plenty of things you can do to further protect yourself as you explore. Never give your personal contact information to a host or pay outside of the platform. Always pay and communicate through the Airbnb website or app.
In sum, guests know they can trust Airbnb Superhosts because they have shown excellent service to other guests and because the Airbnb platform acknowledges them for their efforts through the special badge.