Whether you’re staying in a yurt in Oxford, hosting from an apartment in London, or on an Experience in Glasgow, it’s important to know that Airbnb is here to help when things don’t go as planned.
After a successful pilot, today we’re announcing the rollout of our Urgent Support Line to Airbnb users who have selected English as their primary language.
Starting today, hosts and guests can access the Urgent Support Line anywhere in the world, and connect with specialised support agents who are standing by 24/7 to assist should an urgent issue arise.
For example, a guest who arrives at their listing but cannot check-in or get in touch with their host can utilise this support line. Similarly, a host could use this tool to contact Airbnb if they have safety concerns with their guest. The Urgent Support Line is accessible within the Safety Center of the app during active reservations, as well as the 24 hour period both before and after active reservations.
If you’re located in a country where English is not the primary language, as long as you have selected English as your primary language, you’ll have access to the Urgent Support Line. If users try to call the Urgent Support Line with a non-urgent question, they will be quickly re-routed to our general 24/7 Community Support line. This Urgent line is reserved for crises where every second matters.
Last year, Airbnb introduced the Safety Center to centralise key resources, including one-touch Emergency Services contacts for wherever you are in the world, as well as safety tips, so that hosts and guests can quickly find the tools they need in the rare event of an emergency.