Airbnb does not publish a general customer service phone number

Airbnb handles most support requests through its website and app rather than by phone. There is no single phone number you can call to reach a representative for general questions about bookings, account issues, or host concerns. Instead, Airbnb routes support through its Resolution Center (in the app or website under "Help"), where you can message support staff directly, and through email.

If you have an urgent issue — a safety concern, a host or guest behaving dangerously, or a booking that fell through hours before arrival — Airbnb does offer phone support, but only after you open a case in the Resolution Center first. The phone option appears only for certain issue types and only after Airbnb has reviewed your case.

Key Takeaways

  • Airbnb's main support channel is the Resolution Center in your app or on the website, where you message support staff rather than call.
  • Phone support is available only for specific urgent issues and only after you have opened a case in the Resolution Center.
  • If a phone callback option appears in your case, Airbnb will call you at the number on your account — you do not call them.
  • For safety emergencies (violence, threats, or when ready danger), call local emergency services (911 in the US) before contacting Airbnb.
  • Response times through the Resolution Center typically range from a few hours to 24 hours depending on issue type and time of day.

How to open a case and request a phone callback

Start by opening the Airbnb app or going to airbnb.com and signing into your account. Tap or click the profile icon (usually in the top right), then select "Help" or "Help Center." From there, choose "Contact Us" or "Get Help with a Booking."

Describe your issue in as much detail as you can — include booking confirmation numbers, dates, names of the host or guest involved, and what went wrong. Airbnb's system will categorize your issue and show you available support options. If your issue qualifies for phone support (safety concerns, urgent booking problems, payment disputes), a "Call Me" or "Schedule a Call" button will appear. If it does not appear, phone support is not available for that type of issue, and you will need to continue through messaging.

If the phone option is available, select it and confirm the phone number where Airbnb should reach you. Airbnb will call you — you are not calling a number. The call usually comes within a few hours, though during peak times it may take longer.

What issues may have access to for phone support

Airbnb offers phone callbacks for a limited set of situations. These include active safety concerns (a guest or host threatening you, unsafe conditions discovered after arrival), urgent booking cancellations or changes that need when ready resolution, payment problems that block a booking, and disputes between guests and hosts that require real-time conversation.

Issues that do not typically may have access to for phone support include general questions about how to use the app, account setup help, password resets, or requests to change booking dates or cancel well in advance. For those, the Resolution Center messaging system is the standard channel, and responses usually arrive within 24 hours.

Using the Resolution Center for non-urgent issues

Most Airbnb support happens through the Resolution Center, where you and a support agent exchange messages. This channel works well for questions about your reservation, host communication issues, damage claims, refund requests, and account problems. You can attach photos, documents, and booking details directly in the message thread.

Response times vary. straightforward questions often get answers within a few hours. More complex issues — like refund disputes or damage claims — may take 24 to 48 hours for an initial response, and resolution can take several days as Airbnb gathers information from both parties. You can check the status of your case at any time by returning to the same thread in the Resolution Center.

What to do if you need when ready help

If you are in physical danger, experiencing a crime, or facing a medical emergency, call 911 (in the US) or your local emergency number first. Do not wait for Airbnb to respond. Once you have contacted emergency services, you can then open a case in the Resolution Center to inform Airbnb of what happened.

For urgent but non-emergency situations — a host locked you out of the property, a guest is refusing to leave, or you discovered a serious safety hazard — open a case in the Resolution Center and select the most urgent category available. Mention in your message that the situation is time-sensitive. Airbnb prioritizes these cases, and a phone callback option may appear within minutes to an hour.

Contacting Airbnb through social media or other channels

Airbnb maintains accounts on Twitter, Facebook, and Instagram, and some users report getting responses to urgent messages sent through those channels. However, this is not an official support route, and response times are unpredictable. The Resolution Center remains the fastest and most reliable way to reach support.

If you are a host with a business account or a property manager, Airbnb offers a dedicated host support line in some regions. Check your host dashboard under "Help" to see if a phone number is listed for your area. This is separate from guest support and is only available to active hosts.

Preparing information before you contact support

Before you open a case or wait for a callback, gather the details Airbnb will need. Have your booking confirmation number ready (it appears in your confirmation email and in the app under "Trips"). If the issue involves another person, have their name and, if possible, their Airbnb user ID. If money is involved, note the exact amount and the date of the transaction. If the issue is about property damage or safety, take photos or videos showing the problem.

Write out a clear timeline of what happened — when you discovered the issue, what you did about it, and what response you received from the host or guest. The more specific you are, the faster Airbnb can investigate and respond.

Frequently Asked Questions

Can I call Airbnb directly without opening a case first?

No. Airbnb does not publish a phone number for inbound calls. You must open a case in the Resolution Center first. Only after Airbnb reviews your case will a phone callback option appear if your issue qualifies for it.

How long does it take to get a phone callback?

If a phone callback option is available for your issue, Airbnb typically calls within a few hours during business hours. During nights, weekends, or peak times, it may take longer. You can continue messaging in the Resolution Center while you wait for the callback.

What if I am a host and need to reach Airbnb about a guest?

Hosts use the same Resolution Center process as guests. Open a case under "Help" in your host dashboard, describe the issue, and request a callback if the option appears. Hosts in some regions have access to a dedicated support line — check your dashboard to see if one is listed for your location.

Can I get a refund by calling Airbnb?

Refund requests must go through the Resolution Center. Open a case, explain why you are requesting a refund, and attach any supporting documents (cancellation policies, messages from the host, photos of issues, etc.). A support agent will review your case and respond with a decision. Phone support is not used for refund decisions.

What should I do if Airbnb never calls me back?

If you requested a callback and did not receive one within 24 hours, return to your case in the Resolution Center and send a follow-up message. Include your phone number again and note that you are still waiting for a callback. You can also try opening a new case if the original one seems to have stalled.