How to reach your host through the Airbnb app or website
You can message your host directly through Airbnb's built-in messaging system on both the mobile app and the website. Before you book, click the "Contact Host" button on the listing page—it appears near the host's name and photo. After you book, a "Message" button appears in your reservation details, and you can also access the conversation from your Messages inbox.
On the Airbnb app, tap the Messages icon (usually at the bottom of the screen), then select the conversation with your host. On the website, go to your Messages section from the main menu. All messages stay within Airbnb's system, which means Airbnb can see the conversation and step in if there's a dispute about what was promised.
Response times vary by host. Some reply within hours; others may take a day or two. If your host doesn't respond within 24 hours to a question about your upcoming stay, you can contact Airbnb support directly—they can sometimes reach the host on your behalf or help resolve the issue.
Key Takeaways
- Message your host through the Airbnb app or website using the "Contact Host" or "Message" button—never ask for their phone number or email in the listing.
- Before you book, use "Contact Host" to ask questions about the property, house rules, or check-in details without committing to the reservation.
- After you book, all communication about your stay should happen in the Airbnb Messages section so there is a record if something goes wrong.
- If your host does not respond within 24 hours before your check-in date, contact Airbnb support through the Resolution Center or the Help section.
Messaging before you book a reservation
The "Contact Host" button lets you ask questions before you commit to a booking. Use this to clarify anything unclear in the listing: whether the kitchen has a dishwasher, if there is parking, what time check-in actually happens, or whether the host allows pets even though the listing says no.
Some hosts respond to pre-booking questions within hours; others may not reply until after you have already booked. If a host does not respond before your intended check-in date and you have not yet booked, that is a sign they may be slow to communicate during your stay. You can always message a different host or book a property with a host who has a faster response history.
Do not ask the host to move the conversation off Airbnb—to text, email, or call directly. Airbnb's terms prohibit this, and it removes your protection if something goes wrong. The messaging system is there to protect both you and the host.
Messaging after you have booked
Once your reservation is confirmed, the "Message" button in your booking details opens a direct conversation with your host. Use this to confirm check-in time, ask about parking, request late arrival, or report any problems with the property once you arrive.
Keep messages clear and specific. Instead of "Is the WiFi working?", write "I cannot connect to the WiFi network listed in the check-in instructions. Can you reset it or provide the password again?" A specific message gets a faster, more useful answer.
If your host asks you to move the conversation to text, phone, or email, politely decline and explain that you need to keep everything on Airbnb for your records. If the host insists or becomes pushy about it, that is worth reporting to Airbnb support.
What to do if your host is not responding
If your host has not replied within 24 hours and your check-in is coming up, open the Resolution Center. On the app, go to your reservation, tap "Help," and select "Contact Host About This Reservation." On the website, click "Help" in your booking and choose the same option. This sends an alert to Airbnb that you need urgent help.
Airbnb support can sometimes contact the host directly or, in rare cases, help you find a different property if the host truly cannot be reached. Do not assume the host is ignoring you—they may be offline, dealing with an emergency, or have their notifications turned off. But Airbnb's support team has tools to reach hosts that you do not.
If you have already arrived and the property is not as described or has serious problems (no heat, broken lock, pest infestation), message your host when ready and also contact Airbnb support the same day. Document everything with photos and timestamps.
Messaging about problems during your stay
If something breaks, is missing, or does not work as promised, message your host right away with details. "The shower is not draining" is better than "The bathroom is broken." Include photos if possible. Give the host a reasonable chance to respond and fix the issue—usually a few hours for urgent problems like no heat or water.
If the host does not respond or cannot fix the problem, contact Airbnb support through the Resolution Center. Airbnb has a 24-hour response window for serious issues and can sometimes move you to a different property or issue a refund. The key is reporting the problem while you are still there, not after you leave.
Do not withhold payment or leave a negative review as a way to pressure the host into responding. Airbnb's dispute process is designed to handle these situations fairly, and going through the proper channels protects you legally.
Messaging after checkout
After you check out, you can still message your host if you left something behind or have a question about your stay. The host has up to 30 days to respond to messages about lost items. If you left something valuable, message when ready and ask the host to hold it for you.
If the host damaged your belongings or you have a complaint about your stay, you have 14 days after checkout to open a case in the Resolution Center. Messages you sent during your stay are part of the record, so keep them factual and specific.
Frequently Asked Questions
Can I ask the host for their phone number or email before I book?
No. Airbnb's terms prohibit hosts from sharing contact information outside the platform before a booking is confirmed. If a host offers their number or email before you book, that is a red flag—they may be trying to avoid Airbnb's protections. Use the "Contact Host" button instead.
What if the host asks me to pay them directly instead of through Airbnb?
Do not do it. Paying outside Airbnb means you lose all protection if the host cancels, the property is not as described, or you have a dispute. Always pay through the Airbnb platform. If a host asks you to pay directly, report them to Airbnb support.
How long should I wait for a host to respond before I contact Airbnb?
If your check-in is within 24 hours and you have not heard back, contact Airbnb support through the Resolution Center. For general questions not related to an upcoming arrival, waiting 24 to 48 hours is reasonable. Some hosts are slower than others, but Airbnb can intervene if timing is urgent.
Can I call Airbnb if my host is not responding?
Airbnb does not have a phone support line in most countries. Use the Resolution Center in the app or website, or go to the Help section and select "Contact Us." You can usually start a chat with Airbnb support, and they will escalate your issue if needed.
What if I need to reach my host after I have left a review?
You can still message your host after leaving a review. The conversation stays open for 30 days after checkout. If you need to report a problem after that window closes, contact Airbnb support and explain the situation—they may still be able to help.