1. How to reach Airbnb support

1.1 In-app chat (recommended)

Open the Airbnb app, go to Profile > Help > Contact Us. Select your issue category, then choose "It's something else" and "I still need help" to connect with a live agent. This is the fastest non-phone option, available 24/7. During active reservations, you get access to the urgent support line with a response within approximately 30 seconds.

1.2 Phone

• Main US line: 1-855-424-7262
• Alternative: 1-844-234-2500
• International: +1-415-800-5959
• Superhost dedicated line: +1-888-326-5753

Available 24/7. Average hold time is approximately 3 minutes. Shortest waits on Saturdays, longest on Thursdays and Sundays. Have your reservation number ready.

1.3 Email

Email support@airbnb.com for non-urgent issues. Expect 1-2 business days for a response. Best for issues that need documentation attached.

1.4 Social media

DM @AirbnbHelp on X (Twitter). This works well as an escalation tool when other channels stall. Keep messages concise and never post booking details publicly.

2. Superhost priority support

Superhosts get a dedicated phone line (+1-888-326-5753) with shorter queues and more experienced agents. Calls may auto-route to the Superhost line if you call from your registered phone number.

To maintain Superhost status (reviewed quarterly on 1 January, 1 April, 1 July, 1 October):

• 4.8+ overall rating.
• 90%+ response rate within 24 hours.
• Less than 1% cancellation rate.
• At least 10 bookings or 3 stays totalling 100+ nights in the past 12 months.

Additional perks: $100 annual travel coupon, 20% bonus on referral rewards. For more on what it takes, see our guide to managing Airbnb reviews (reviews are the biggest factor in maintaining your rating).

3. When to use the Resolution Centre

The Resolution Centre is specifically for money disputes tied to a completed booking. Use it to:

• Request money from a guest (damage, broken house rules, late checkout).
• Send a guest a partial refund.
• File a damage claim under AirCover (within 14 days of checkout, before the next guest checks in).

If negotiation fails within the Resolution Centre, either party can ask Airbnb to mediate.

3.1 When to contact support directly instead

• Safety or emergency issues.
• Payout delays or account problems.
• Listing issues (editing, visibility, suspension).
• Review removal requests.
• Technical bugs.
• Anything not tied to a specific completed booking.

4. Tips for faster support

1. Open a case in the app first so the agent can see your reservation and history immediately.
2. Have your reservation number ready before calling or chatting.
3. Document everything upfront: photos, chat logs, receipts, incident reports. Written evidence speeds up resolution dramatically.
4. Keep messages short and clear with a bullet-point timeline.
5. Ask for escalation by name: request the ticket be handed to "Trust and Safety" or "Legal" if the frontline agent cannot resolve it.
6. Reply to the same case thread when following up to avoid resetting context.
7. Be persistent but professional. Escalate only when the current level clearly cannot resolve it.
8. Try social media as a backup when other channels stall. Public visibility can accelerate resolution.

If managing guest issues and Airbnb support interactions feels like a second job, a property manager handles all of this as part of the service. For more on what that involves, see our guide to costs of running a holiday let.