Airbnb does not offer 24-hour phone support, but you can contact them through the app or website at any time

Airbnb's customer service is not staffed around the clock for phone calls. The company handles most support through its in-app messaging system and website help center, which you can access at any hour. If you need when ready help with a safety issue or an active booking problem, Airbnb does have limited phone support during certain hours, but availability depends on your location and the type of problem.

The fastest way to reach Airbnb is through the Resolution Center in your app or account on Airbnb.com. You can submit a message to Airbnb at any time, and a response typically arrives within 24 hours. For urgent matters — a guest locked out of a rental, a host cancelling last minute, or a safety concern — you may find a phone number in your app under "Get Help," but these lines operate on limited schedules.

Key Takeaways

  • Airbnb's in-app messaging and website help center are available 24 hours a day, but responses from staff are not when ready.
  • Phone support exists but is not available 24 hours; hours vary by country and the nature of your issue.
  • The Resolution Center is the primary way to report booking problems, cancellations, or disputes with hosts or guests.
  • For safety emergencies, Airbnb provides a phone number in the app, but you should also contact local authorities if someone is in when ready danger.

How to contact Airbnb through the app or website

Open the Airbnb app and go to your profile. Tap "Help" at the bottom of the menu. From there, you can search for answers in the help center or select "Contact us" to open a message thread with Airbnb support. On the website, click your profile icon in the top right, select "Help," and follow the same path.

When you contact Airbnb this way, you are creating a ticket in the Resolution Center. Airbnb assigns it a reference number and you can track responses in the same thread. Messages sent before midnight are usually answered within 24 hours, though complex issues or high-volume periods can take longer. You will receive notifications when Airbnb replies.

When phone support is available

Airbnb does offer phone support, but only during business hours in your region. In the United States, phone lines are typically open Monday through Friday, 9 a.m. to 5 p.m. Pacific Time, though hours may extend on weekends during peak seasons. Other countries have different schedules — the UK, for example, has different hours than the US.

To find the phone number for your location, open the app, go to Help, and scroll to the bottom. If a phone number appears, it will show the hours it is staffed. Not all issues may have access to for phone support; Airbnb prioritizes safety emergencies and active booking problems. Routine questions about how to list a property or how to change your profile are handled through messaging only.

What counts as an urgent issue

Airbnb considers a problem urgent if it involves an active booking and affects your stay or someone's safety. Examples include a guest arriving to find the property locked and the host unreachable, a host cancelling a reservation hours before check-in, a guest or host behaving unsafely, or damage or theft during a stay. These issues may get a phone number in your app marked "Call us now" or similar language.

If you have a safety concern — someone is threatening you, you feel unsafe in the property, or you witness illegal activity — call the phone number in the app when ready. If you are in physical danger, call local emergency services (911 in the US) first. Airbnb can help with the booking side of the problem, but law enforcement handles safety crimes.

Response times for different contact methods

In-app messaging typically gets a response within 24 hours during weekdays. Weekends and holidays may add a day or two. If you message Airbnb on a Friday evening, expect a reply by Monday. Phone support, when available, connects you to someone when ready during business hours, but you may wait on hold.

Email is not a primary support channel for Airbnb; the company does not list a general email address for customer service. If you receive an email from Airbnb (such as a booking confirmation), you can reply to it, but responses are slower than the in-app system. Always use the Resolution Center in the app or website for the fastest path to help.

What to do if you cannot reach Airbnb in time

If your issue is urgent and you cannot reach Airbnb by phone, document everything in writing through the app and send a message marked as urgent. Include your booking reference number, the date and time of the problem, and what you need (cancellation, refund, host contact, etc.). Take screenshots of any messages with the host or photos of any damage.

If the problem involves a host who is not responding, message the host directly through the app as well. Airbnb can see these messages and uses them to assess who is at fault if a dispute arises. If you are locked out of a property, contact the host first; if they do not respond within a reasonable time, then call Airbnb's emergency line if one is available in your app.

Frequently Asked Questions

Can I call Airbnb on weekends?

Airbnb phone support hours vary by location and may include weekend hours during busy seasons, but it is not may provide. Check the Help section of your app to see if a phone number is available on the day you need it. Messaging through the app works every day, though responses may take longer on weekends.

What if I have been waiting for a response for more than 24 hours?

If your message has been in the Resolution Center for more than 24 hours without a response, send a follow-up message referencing your original ticket number. Complex cases or disputes sometimes take longer. If you still have not heard back after 48 hours, try calling the phone number in your app if one is available for your issue type.

Does Airbnb have live chat support?

Airbnb does not offer live chat in the traditional sense, but the in-app messaging system functions similarly — you send a message and a support agent replies. This is not real-time, but it is faster than email and available 24 hours a day. Some users report seeing a chat option in the Help section, but availability is limited and not may provide.

What should I do if my issue is not getting resolved?

If Airbnb's support is not solving your problem, document all communication and escalate within the Resolution Center by clearly stating that you need a supervisor or manager review. You can also file a complaint with your credit card company if money is involved, or contact your local consumer protection agency. Airbnb's terms of service outline a dispute resolution process if you disagree with a refund decision.