Picture this—you’re getting ready to host guests and they’re set to arrive any minute.
All of a sudden, something comes up that demands your attention. Maybe a pipe burst and you need to cancel your reservation last minute, or maybe some other unforeseen circumstance arises that requires extra support. Whatever the reason, you need a way to get in touch with the the Airbnb Customer Experience Team—fast.
We’ve listened to your feedback and updated our app to make it easier for you to get support during an active trip when you’re faced with urgent situations. With our latest app update, you now have streamlined access to the Airbnb Customer Experience Team’s contact information for during the most critical times of hosting—48 hours before a reservation, during a reservation, and 48 hours after guests check out. To access this information just open the app, go to “Profile”, tap “Help & Support”, and then tap “Contact Us”.
This feature is available in the following languages to hosts during an active trip: English, Italian, German, Spanish, Portuguese, Russian, Japanese, Korean, and Chinese, and it is available to guests during an active trip in all of the languages listed plus French and Dutch.
We’re also rolling out another app update that gives you easy access to our Customer Experience Team, but this update can be used at any time, not just during an active trip.
This feature allows you to start a message thread with an Airbnb Customer Experience Team member directly in the app instead of having to call or send an email, if you prefer. It can be accessed the same way as the active trip update (open the app, go to “Profile”, tap “Help & Support”, and then tap “Contact Us”) and part of the reason why we built this is so you can contact the Customer Experience Team whenever it’s convenient for you.
Once an Airbnb Customer Experience team member has sent a response, you’ll receive an instant push notification. Need to upload a document to your message thread? No problem. You can easily take a picture of the document and upload it in seconds. This feature is currently available for English language beta testers, with plans to expand access to customers across all languages in the near future.
We hope these two new updates empower you to spend less time searching for answers so you can spend more time doing the things you love. Tell us what you think of the changes by joining the conversation in the Community Center.