The fastest way to contact Airbnb support depends on your problem

Airbnb support is built into the app and website — you do not call a phone number or email a general inbox. Instead, you open your booking, find the "Resolution Center" or "Help" button tied to that specific reservation, and describe your issue there. Airbnb's system then routes your message to the right team based on what you report. This method is faster than searching for contact information because the support agent already sees your booking details, your host's details, and your message history.

If you do not have an active booking or your issue is account-wide — a lost password, a payment problem, or a suspended account — you use the Help Center search on Airbnb's website or app, find your topic, and look for a "Contact Us" button at the bottom of that article. That button opens a form where you describe the problem, and Airbnb sends your message to the relevant department.

Key Takeaways

  • Open your booking in the Airbnb app or website, tap "Resolution Center" or "Help," and describe your issue — this is faster than any other contact method because the agent sees your reservation when ready.
  • For account problems unrelated to a specific booking, search the Help Center for your topic and use the "Contact Us" button at the bottom of the article.
  • Airbnb does not publish a phone number for general support, but you can request a callback through the app if your issue qualifies.
  • Response time is usually 24 hours for booking disputes and account issues, though urgent problems may be handled faster.
  • Keep screenshots of messages, photos, and timestamps — Airbnb uses these to investigate disputes between guests and hosts.

How to use the Resolution Center for booking problems

Open the Airbnb app or website and go to "Trips" or "Your Reservations." Find the booking you need help with and tap it. You will see a "Resolution Center" button (in the app) or a "Help" button (on the website). Tap that button and select the category that matches your problem: "Host or property issue," "Damage or cleanliness," "Cancellation or refund," "Payment," or "Other."

Describe what happened in plain language. Include dates, times, and what you have already tried. If your host is not responding, say that. If the property did not match the listing photos, say that. Airbnb's system will show you what options are available — you might see a button to cancel with a refund, request a rebooking, or open a formal case. Choose the option that fits your situation, and Airbnb will assign an agent to review it.

You will get a response within 24 hours in most cases. The agent will message you through the app, so check your notifications. Do not expect a phone call unless you request one and Airbnb approves it.

Contacting support for account and payment issues

If your problem is not tied to a booking — your password is lost, your payment method was declined, your account was suspended, or you were charged incorrectly — go to the Airbnb Help Center on the website. Search for your issue using the search bar at the top. For example, type "reset password," "payment declined," or "account suspended."

Open the article that matches your problem. Scroll to the bottom and look for a "Contact Us" button or link. Click it. A form will appear asking you to describe your issue in more detail. Fill it out and submit. Airbnb will send your message to the department that handles that type of problem.

Response time for account issues is usually 24 to 48 hours. You will receive a reply through the email address on your Airbnb account, not through the app.

When you can request a phone callback

Airbnb does not offer phone support for most issues, but you can request a callback in certain situations. If you are in the middle of a Resolution Center case and the issue is urgent — for example, you are locked out of a property and cannot reach your host — you may see a "Request a call" button in the chat. Tap it and Airbnb will call you within a few hours if the issue qualifies.

Callbacks are not may provide and are reserved for problems that cannot be solved through messaging. If you do not see a "Request a call" button, the issue does not currently may have access to for a callback.

What to include when you contact support

Whether you use the Resolution Center or the Help Center contact form, include specific details. Write the dates and times of the problem, the names of the people involved, and what you have already tried. If your host said something important in a message, copy the exact text or take a screenshot. If the property had a problem, describe it clearly: "The shower had no hot water" is better than "The bathroom was broken."

If you have photos or videos of the problem, save them. You can usually upload images through the app or website when you submit your case. Airbnb uses these to investigate disputes, so clear, timestamped photos are valuable.

Do not be angry or insulting in your message, even if you are frustrated. Airbnb agents read thousands of messages and respond faster to calm, factual descriptions of what went wrong.

How long support takes and what to expect

Most Airbnb support cases are answered within 24 hours. Booking disputes — disagreements between you and your host about a refund or cancellation — may take longer because Airbnb has to review both sides. These cases can take 3 to 7 days.

When an agent responds, they will either solve your problem directly (issue a refund, unlock your account, fix a payment error) or ask you for more information. If they ask a question, answer it as soon as you can. Delays on your end slow down the case.

If you disagree with Airbnb's decision, you can appeal it by responding to the agent's message and explaining why you think the decision was wrong. Airbnb will review your appeal, but the outcome may be the same.

Frequently Asked Questions

Can I call Airbnb support directly?

Airbnb does not publish a general phone number for support. You contact them through the app or website using the Resolution Center or Help Center. In rare cases, you can request a callback if your issue is urgent and qualifies, but this is not available for all problems.

What if I do not get a response in 24 hours?

Check your email and the Airbnb app for messages from support — sometimes responses go to email instead of the app. If you truly have not heard back after 24 hours, open the Resolution Center or contact form again and send a follow-up message. Include your case number if you have one.

How do I contact my host if Airbnb support is not helping?

You can message your host directly through the Airbnb app at any time. Go to "Messages" and select your host's name. However, if you are in a formal dispute, Airbnb may ask you not to contact the host directly while the case is open, so check your support messages first.

What if I need help before my trip starts?

Use the Help Center search to find articles about your question — most common pre-trip questions are answered there. If you cannot find the answer, use the contact form at the bottom of the relevant Help Center article. Response time is usually 24 hours, so contact support as soon as you know you have a problem.

Can I get a refund if the property was not as described?

That depends on what was different and when you noticed it. Open the Resolution Center for your booking, select "Host or property issue," and describe what did not match the listing. Airbnb will review your case and your host's response, then decide whether a refund or rebooking is appropriate. Take photos of the problem if you can.