Airbnb is a growing business and has gotten busier and busier. It is good to have a mindset that they will get to you and will help you with your matters. But you will have to wait.
I am a Superhost, and it is common that even with the dedicated Superhost helpline, I had to hold for 20 to 30 minutes.
With that in mind, get ready to dail their number, put them on speaker phone, and do something else while listening to Airbnb music playing for 20-30 minutes. The music are created by Airbnb staff. At the least, you are supporting Airbnb by listening to music created by the Airbnb community.
A few ways to contact Airbnb:
- Airbnb’s telephone number is 1(415) 800-5959.
- Contact Airbnb by writing them a message. They will get back to you with in 24 hours.
- Ask Airbnb to call you back is also an option on their contact page.
Remember, everyone thinks that they have got the most pressing issue that needed to be solved immediately. So just calm down, and Airbnb will get to you. Customer service must be the number one issue Airbnb has, needless to say, the long wait means their business is growing. Airbnb representatives has always been very professional to me. I am confident they will try their best to resolve your issue once they get to you.
Can you think of a way to resolve this problem yourself? Perhaps talking to the guests? I had instances where the guest was complaining about things that are just not solvable or unreasonably, and I simply just apologized and asked them to cancel the reservation and leave. But most of the time, they refused to leave and said that they will stay. Might that be a sign that the problem wasn’t so bad after all? And if they try to write a bad review based on their unreasonable complaint, the fact that they stayed could be a strong defense that there was no problem and that they are just being unreasonable and difficult.
One needs to be patient and accept the fact that Airbnb is a growing business, and growing business needs time to hire people to meet the demands. Be patient and accept that this is one of the things you will have to deal with starting a business. Be patient.