Airbnb customer service

On any given night, 2 million people stay in homes on Airbnb in 81,000 cities all over the world. There are nearly 5 million listings in 191 countries to choose from —that’s more than the top five hotel chains combined.

What makes all of that possible? Trust.

Risk scoring
Every Airbnb reservation is scored for risk before it’s confirmed. We use predictive analytics and machine learning to instantly evaluate hundreds of signals that help us flag and investigate suspicious activity before it happens.

Watchlist & background checks
While no screening system is perfect, globally we run hosts and guests against regulatory, terrorist, and sanctions watchlists. For hosts and guests in the United States, we also conduct background checks.

Preparedness
We run safety workshops with hosts and leading local experts and encourage hosts to provide guests with important local information. We also give any host who wants one a free smoke and carbon monoxide detector for their home.

Secure payments
Our secure platform ensures your money gets to the host—that’s why we ask you to always pay through Airbnb and never wire money or pay someone directly.

Account protection
We take a number of measures to safeguard your Airbnb account, like requiring multi-factor authentication when a login is attempted from a new phone or computer and sending you account alerts when changes are made.

Scam prevention
Always pay and communicate directly through the Airbnb website or app. As long as you stay on Airbnb throughout the entire process—from communication, to booking, to payment—you’re protected by our multi-layer defense strategy.

Detection is the first step to prevention
Smoke and carbon monoxide (CO) detectors save lives. That’s why we’re on a mission to get as many detectors into as many homes as possible. We encourage hosts to install smoke and carbon monoxide (CO) detectors in their space, test them regularly, and make sure their listing description is up-to-date.
Increasing guest awareness & safety
Information about safety features, including whether or not a home has smoke and carbon monoxide detectors, appears on the listing page. It’s important to keep this information accurate and to make sure any detectors you list are working properly.