Congrats, you’ve booked your dream trip after spending years figuring what your dreams really are. You’ve managed to get a cheap flight and are looking at places to stay. You’ve decided hotels aren’t worth it, which is fine, considering how pricy they’re becoming. Plus, you’ve always gotta tip hotel housekeeping, which makes the whole trip even more expensive. So, you do what your best friend suggested: you book an Airbnb.
The photos look amazing, the reviews are solid, and you’re counting down the days. Then you message your host with a quick question about check-in, and… Nothing. If you’re like us, you’re panicking because your flights leave in two days and you don’t know what the entry code is. Don’t panic (no matter how much you want to), because there are concrete steps you can take.
Give Your Airbnb Host 24 Hours (But Not Much Longer)
Airbnb officially gives hosts 24 hours to respond to guest messages. This is official policy, straight from the horse’s mouth. Time zones, work schedules, or being out of cell service can slow things down. Your host is human, just like you, so give them slack! If you sent your message at 2 AM their time, don’t start panicking until next evening.
But if it’s been 24 hours and you still haven’t heard anything, especially if your check-in date is approaching, it’s time to escalate. Don’t just sit there refreshing your inbox. Remember: this is your trip, and you need to make your dreams come true!
Contact Airbnb Support Immediately
Once that 24-hour window closes, get Airbnb involved. Call their customer service at +1-866-393-3393 or reach them through the app by going to your reservation, tapping “Get Help,” and selecting the issue. Their Support Centre also has plenty of info. Also, keep in mind that the customer service number we’ve posted above can change, so do double check.
Airbnb will attempt to reach the host directly. If they can’t get through, they’ll cancel your reservation and issue a full refund. They might even give you a credit for future bookings, but that’s up to you, the customer service employee you’re dealing with, and the deity you believe in.
Here’s what’s crucial: do NOT cancel the booking yourself. Depending on the host’s cancellation policy, you could lose a significant chunk of your money. When Airbnb cancels due to an unresponsive host, you get your full refund, and maybe a bonus credit. If you cancel yourself? You’re out of luck, buddy. An unresponsive host is frustrating, but Airbnb has systems in place to protect guests. Give your host a fair shot to respond, but once that window closes, get support involved immediately. Or… just don’t book an Airbnb?
