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    We're experiencing a high contact volume right now and wait times are longer than usual.

    If something is wrong at check-in

    We get it. It’s pretty upsetting if you booked a place and something is missing, not working, or otherwise not what you expected when you check in. Here’s what you can do:

    • Contact your Host: We recommend that you send a message to your Host via Airbnb and not another platform. This is the fastest way to make sure you get what you need.
    • Contact us: We can help. Let us know within 24 hours of when you first discover the problem, even if you do speak to the Host. Don't forget to document your issue with photos and/or video, to help us understand the situation.

    You can also check our Guest Refund Policy for a complete explanation of our refund requirements. If you cancel your reservation, your refund amount is determined by your Host’s cancellation policy.

    In an emergency, or if your personal safety is threatened, contact local police or emergency services immediately.

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