There is inevitably a small element of risk involved in opening up your home to an unknown guest. Naturally, this invites concerns around safety and security – both for yourself and your possessions.
Airbnb have a vested interest in ensuring that hosts feel safe and secure when putting their homes up on their platform. Anything that compromises their users’ perceptions of safety or security represents the greatest threat to Airbnb’s ongoing viability and success. To achieve this objective, Airbnb have implemented a number of safeguards and mechanisms for mitigating these concerns. These are intended to provide peace of mind for its users.
Following a number of isolated incidents that garnered widespread negative media publicity, Airbnb developed a dedicated Trust and Safety Team. Today the team number more than 250 full-time staff, who are available around-the-clock in every time zone.
In the event that you ever need to contact them, Airbnb hosts can reach the Airbnb Customer Support hotline for emergencies by dialing (+1) 855-424-7262, or their local number equivalent:
You’re also able to send an email to the Customer Support team to seek guidance or advice for non-emergency issues that still relate to your safety and security. Here is what you'll need to select: What is this about? Safety, accessibility and discrimination > What do you need help with? Safety concern > Is it one of these options? I feel unsafe > Contact Us Message us > What else should we know? Explain your issue
Alternatively (and again only if the issue is not an emergency), Airbnb hosts can also direct message the Airbnb Customer Support team on Twitter using the handle @AirbnbHelp. A team member will usually respond within a matter of minutes, and if the issue can’t be resolved easily, will often be escalated so you receive an email or phone call to discuss further.
As Airbnb state, in the event of an emergency, make sure that you contact your local authorities before contacting Airbnb.