SAFETY, SECURITY AND PROTECTING YOUR PROPERTY
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 address this, 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.
Store these numbers in your mobile phone and keep it handy in other easy-to-access places too.
To speak with a Customer Support team member, you will need to call from your verified Airbnb phone number, or alternatively provide that number at the beginning of the call.
The average wait time is less than 15 minutes, and the hotline caters to a variety of different languages.
Obviously, the best outcome is addressing problems or concerns before they escalate.
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. To do so, click here. Here is the form you’ll see:
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.