Are you having an issue with AirBnB? Maybe they overcharged you, or just haven’t acknowledged a problem. There are lots of complaints that have a similar theme, having to do with issues as a host or a guest, unnecessary charges, failure of the company to issue a refund when they said they would, among other things.

Primary Contacts for AirBnb

You might start trying to contact AirBnB with their regular help center or customer service line. Their main address can be used too:

888 Brannan St. Floor 4
San Francisco, CA 94117

The first thing AirBnb recommends is to log in and then use the help center: https://www.airbnb.com/help/home. It is always better to use their help center after logging in because then it links your account to the problem. That specificity will make it easier for customer support to track the issue and its history.

Their main customer support line can be used too: Customer Service: (800) 234-2500

But chances are, you’ve already tried their help section and support but still want to know how to contact AirBnB and get a real person, someone who can actually do something.

So, you can try escalating your issue:

1. Try special numbers that don’t just wind you up in a queue, including (415) 800-5959, their main number; or 1 (855) 635-7754. For business travel assistance, you can try: 1-888-983-0568.
2. The company does offer their primary executive contacts too, if the other options don’t fix the problem:

Executive Contacts
Primary Contact
Catherine Powell
Head of Hosting
888 Brannan Street, 4th Floor
San Francisco, CA 94103.
catherine.powell@airbnb.com

Or

Tara Bunch
Head of Global Operations
888 Brannan Street, 4th Floor
San Francisco, CA 94103.
tara.bunch@airbnb.com

Still, you might not get through to someone who can solve your situation. In that case, there are other ways to get a solution.

How do I contact AirBnB with a legal complaint?

If customer service doesn’t solve your issue, you can contact AirBnB to start a legal process. To do this, you have one of two options:

Start small claims court proceedings by contacting AirBnB at their legal address

Start this by sending them a demand letter to their legal address. This can be a short, simple letter that tells them what the problem is and how you want it fixed. Small claims court requires you do this before filing any other paperwork. Most of the time this gets customers the solution they want, but it requires some legal navigation. You can file a claim with AirBnB too. 

Demand consumer arbitration from AirBnb under your contract

Arbitration is another form of resolution that begins with a legal notice sent to the AirBnB legal address. This is a way to sue AirBnB with dispute resolution where an independent arbitrator is brought on to look over the case and make a decision for a solution. Most user agreements, like those with AirBnB don’t let you legally join a class action AirBnB lawsuit or pursue other legal avenues, but they do allow consumer arbitration. Sometimes just sending the demand letter is enough to get them to sit up and take notice.

If you want to contact AirBnB with a legal notice or with your consumer arbitration complaints, we can help.