When you contact Airbnb Support, you may chat with an AI Assistant. Our AI Assistant uses artificial intelligence and is designed to respond to your message, which may include connecting you with a member of the Airbnb Support team. It is intended to help you quickly solve routine issues or answer questions related to Airbnb products or services.
During your conversation, the AI Assistant will use information from help articles, as well as information about your account, listings, or reservations to try to answer your questions. It’s able to help with common Airbnb support issues and aims to deliver helpful responses, but it sometimes makes mistakes or may provide inaccurate or irrelevant information.
Because AI-generated responses can appear reasonable even when inaccurate, you may need to check the AI Assistant’s responses with available resources in our Help Center, by talking to a member of our support team, or by getting guidance from a tax, legal, or other professional. Over time, we hope it’ll become more helpful as we learn from your feedback and make improvements. Don’t rely on the AI Assistant for professional, medical, legal, tax or financial advice, and please don’t share sensitive information like credit card numbers.
To help you solve your issue, the AI Assistant may generate answers and show you action cards. Action cards are options that appear in the AI Assistant support chat to help you take the next step on routine support tasks. They’re designed to get you to the right place quickly. Action cards are shown based on the specific issue you’re describing, so they may change depending on what you need help with. Using an action card can get you to the right solution more quickly.
For example, if you ask about canceling an upcoming trip, it uses your reservation information, just like a member of our support team would if dealing with your query, to provide more specific support.
If your issue is complex or sensitive, or if you want to speak to a person, you can connect with a member of the Airbnb Support team at any time. All you need to do is ask. The AI Assistant may also identify when it can no longer provide assistance and you should speak with a member of the Airbnb Support team.
You’ll have the option to continue messaging a person in the same chat or talk on the phone. Once you’re connected with a person, you’ll also be able to upload any images that explain or support your issue.
We’re a community built on trust. A fundamental part of earning that trust means being clear about how we use your information and protecting your right to privacy.
You can learn more about how we analyze customer support messages for purposes including safety, support, product enhancement, and to develop and improve the AI Assistant.
You can learn about your privacy settings, or how you can contact us to exercise your privacy rights, including the use of your personal information to develop and improve our AI models.
You can also learn more about how we use AI, and how we develop models and improve AI models, to enable other AI-powered features on Airbnb.
For more information, our Privacy Policy explains how Airbnb uses your personal information.