Direct answer
Document in the Airbnb app first: time it stopped, photos, and whether neighbors/building staff see the same issue. Ask for an ETA and backup (shower access, partial refund, or move) — escalate to Airbnb support if the host goes quiet.
Message the host or co-host through the platform first, note timing + photos if visible leaks, and escalate per Airbnb support if response stalls — parallel-call building admin if it looks building-wide.
Local context
Outages can be unit-specific (valves, pump) or tower-wide (cistern, municipal pressure).
Common mistake
Only texting off-platform before documenting in Airbnb.
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Related on PlayaStays
I've stayed in Airbnbs across more than 35 countries — from design-led glamping in Patagonia to penthouse condos in major cities. I've learned what makes a property great: photography that earns the click, messaging that holds Superhost standards, and pricing that reads the local market instead of a template. We bring that same eye to every PlayaStays Airbnb in Quintana Roo.