Send a message through the Airbnb app or website before you book
You can contact a host before you reserve their listing by opening their profile and clicking the "Contact Host" button. This button appears on the listing page itself — look for it near the price and booking calendar. A message box will open where you can type your question directly to the host without committing to a reservation.
The host will see your message in their Airbnb inbox and can reply within a few hours or up to a day, depending on how often they check messages. This is the right place to ask questions about the space, house rules, parking, pet policies, or anything else that might affect your decision to book. Keep your message clear and specific — hosts are more likely to respond quickly to "Do you allow dogs under 20 pounds?" than to "Is this a good place for my family?"
Be aware that some hosts do not respond to pre-booking messages, especially if they receive many inquiries. If you do not hear back within 24 hours and you want to move forward, you can still book the listing. Once your reservation is confirmed, you will have direct messaging access through the app.
Key Takeaways
- Before booking, use the "Contact Host" button on the listing page to send a message without making a reservation.
- After you book, you can message your host through the Airbnb app or website in the "Messages" section under your reservation.
- Hosts typically respond within a few hours to a day, but response times vary based on how often they check their inbox.
- For urgent issues on the day of arrival or during your stay, call Airbnb's support line rather than waiting for a host message reply.
- Save important details like check-in instructions, WiFi passwords, and parking information from host messages so you have them offline.
Message your host after you have booked through your reservation
Once your booking is confirmed, open the Airbnb app or go to airbnb.com and navigate to "Trips" or "Reservations." Find your upcoming stay and click on it. You will see a "Contact Host" or "Message" button — click it to open the conversation thread with your host. Any messages you send here are tied to your specific reservation, so the host knows exactly which dates and property you are asking about.
This is where you should ask for check-in instructions, WiFi passwords, parking details, or any last-minute questions before arrival. The host can also send you messages here with updates, reminders, or additional information about the listing. Save or screenshot important details from these messages in case you lose internet access during your stay.
What to do if your host does not respond
If you have booked and your host is not responding to messages, first check whether your reservation is still several days away. Hosts are not required to respond when ready, and many do not check messages until a day or two before check-in. If your arrival is within 24 hours and you have not heard back, contact Airbnb support directly.
Open the Airbnb app, go to "Account," then "Help," and select your reservation. You can describe the issue and request that Airbnb contact the host on your behalf or provide you with a phone number if one is on file. Airbnb support can also help if you have a genuine emergency — for example, if you cannot find the keys or the listing is not as described when you arrive.
Use the phone number if the host provided one
Some hosts include their phone number in the listing description or in a message before check-in. If they have shared a number with you, you can call or text them directly, especially for time-sensitive issues like "I am 10 minutes away, where do I pick up the keys?" This is faster than waiting for an app message response.
Do not search for or use a phone number you found outside of Airbnb messages — only use contact information the host gave you directly through the app. This protects both you and the host.
Know what to include in your message
Be specific about what you need. Instead of "When can I check in?" write "I am arriving on March 15th at 4 p.m. — where should I go to pick up the keys?" Instead of "Do you have parking?" write "I have a sedan — is there free parking at the property or nearby?" Hosts answer detailed questions faster because they do not have to send a follow-up asking for clarification.
Keep your tone friendly and straightforward. Hosts are more likely to go out of their way to help someone who is polite and clear. If you are asking about a rule or policy, phrase it as a question rather than a complaint — "Is it okay if my partner arrives a day early?" works better than "Your check-in time is too late."
Messaging during your stay
You can continue messaging your host during your reservation if you have questions or need help. For example, if the WiFi stops working, the heat does not turn on, or you cannot figure out how to use the coffee maker, send a message and the host may be able to walk you through it or send someone to fix the problem.
For emergencies — a fire, a break-in, a serious injury, or a gas leak — do not rely on messaging. Call 911 or your local emergency number when ready. After you have handled the emergency, contact Airbnb support to report what happened.
Frequently Asked Questions
Can I call my Airbnb host directly without messaging first?
Only if the host gave you their phone number through the app. Do not search for their number online or ask other guests for it. If you need to reach them urgently and have no phone number, contact Airbnb support and they can try to reach the host for you.
What if my host is rude or unhelpful in messages?
Document the conversation by taking screenshots. If the host is being abusive or refusing to help with a legitimate issue (like a broken lock or no hot water), contact Airbnb support with the screenshots. Airbnb can step in and may refund part or all of your stay if the host is not meeting their obligations.
How long does it take for a host to respond?
Most hosts respond within a few hours to a day. Some respond within minutes, especially if they are at home. If your question is not urgent, assume you may not hear back until the day before your arrival. For time-sensitive issues, contact Airbnb support instead of waiting.
Should I message the host if I want to cancel my reservation?
No. Go to your reservation in the app and click "Cancel Reservation" to start the cancellation process through Airbnb. The host will be notified automatically. Messaging them first may complicate the refund process — let Airbnb handle the cancellation.
Can I leave a message for the host if I am checking in late at night?
Yes. Send a message as soon as you know you will be late, even if it is 11 p.m. The host may not see it until morning, but they will know what to expect. If you are arriving very late and have not heard back about where to get keys, contact Airbnb support before you arrive so they can help you figure out check-in.