The past few months have been a tough time for all of us, especially hosts and guests. We’ve been listening closely to your feedback in all its forms and working tirelessly to create solutions because we know that encountering delays—especially when it comes to customer service or payments—is incredibly frustrating.
In the latest Host Update, Catherine Powell sits down with Tara Bunch, our new Global Head of Operations, to offer transparency about how we’re strengthening our customer service team and to explain more about our payment process for hosts. Once you’ve watched the video, we’d really love to hear from you. Please let us know what you’d like covered in future Host Updates with Catherine. As always, thank you for sharing the topics that matter to you.
Nobody called Sergi ever contacted us! , Anything from your message is close to the truth. All information in your message is a lie. Stop doing it. Stop fulling with your hosts! what we have done to you ? How dare you ( Airbnb) to treat us this way? We sent you a personal message, we sent all information with bank statements to all emails, we are soooo tired broke and bullied. How you can go to bed knowing that you are getting paid with the hard-earned money we have never got? Stop lying. stop using excuses , please , please pay us , please
How long it will take you to resolve this issue? We got from all missing payments since 25.08.2020 - just 72.800 CLP just 2 days ago - so by a miracle all my bank details are, were correct. If you could send this amount - why you do not send all you own me - this is more than 24000 000 CLP. Instead, your people keep sending me messages - sorry, we investigate and understand us. I will be thrown on the street with my kids if I do not pay rent- what about bills, food.
HI Ute, no , nothing, ganz nicht we got again as each night we get the message :
Oct 2, 2020
forgive us - Airbnb DOES not pay us. I am sorry, I am so tired. We call every single day, once, twice and even 4times a day and nothing - until 02.10.2020 NO payments arrived for bookings since 25.08.2020 , nothing , the same messages that we understand and sorry etc , no money . God please , please Airbnb pay us , please
no . we got only 72, 805 CLP from last night booking paid in cash by someone in Calama in northern Chile in the shop - Airbnb gave our personal details to somebody who went to the shop in Chile not even bank but shop which uses SERVIPAG system- had to fill up all our details ( bank account, RUT - all correct because we got this money ) and put the cash - this is not bank transfer. Today we received a message that next payout can not be sent because of wrong bank details. This is what Airbnb is doing. They have and always had our details correct - they just have manually added extra number to my RUT in their payment processor and they do not remove it, they do not want to pay our money. Tomorrow I have a deadline to pay rent if not the owners will ask us to leave and put us on the DECOM list. I called today USA customer service and cried from my lungs to send all my money. They are destroying our life.
Deposito En Efectivo Servipag N°8387954
Just to clarify here on this thread...
After 6 weeks of receiving no payouts, Airbnb has finally issued a payout for your most recent booking of just 72,800 CLP, out of a total of 1,873,151 CLP that you are owed. Is that correct?
Also, has this money (72800) actually arrived in your account yet, or you've just received the notification telling you that it will arrive by October 9th?
Hi Penelope ,
That is correct - they issued only 72.800 CLP with the notification that money will be on my account on 09.10.2020 but yesterday 03.10.2020 in less than 24 h we got it and this amount was paid in cash by somebody in Calama north Chile in the shop using Servipad- not in the bank but the shop where you can buy beer. Servipag is the system where you can pay your bills, put some money in the account but you always need to fill-up the form with all correct details. So Airbnb gave our details ( full name. account number, RUT - all confidential, correct amount of money to be paid to those people we do not know and they paid us cash deposit. If details would not be correct we would not get this payment. So Airbnb is lying telling us that we need to update our payout account as bank details are not correct this is why money is returning to them. They have an internal mistake on the payment processor which they have to manually correct but they are not doing it. Nothing else was paid - today we got another message from firstname.lastname@example.org that next payment returned because our bank details are not correct - you see, this is madness! MY account details always were correct -ALWAYS, this is Airbnb who doing something internally. And how on earth Airbnb is giving all our details to people in Calama or Antofagasta to pay us cash deposit and those details are correct because we got one payment - Nobody calls us - I asked hundreds of times -nothing.
No worries, Monika. The information and documentation you've already sent me is all we need anyway. I've spoken tonight with a couple of the people I mentioned to you this afternoon, and I have a call with the main one first thing in the morning. I'll be in touch as soon as I'm done. And try to get some proper sleep tonight! 😏
@Catherine-Powell ,we are hosts of 3 apartments in Puerto Varas in Chile. We have reopned in August 2020 after few months of being closed since 20.03.2020. We had in May and June 2020, only 6 bookings from first-line workers as doctors, police and until end of July we had to reject any other requests. Until 24.08.2020 we were getting paid for our bookings , those in May and June and those first in August but then all payments stopped from all 3 apartments. The next payouts deadline was 03.09.2020 but nothing arrived. We called Airbnb and of course we got the same usual reply. We will issue the ticket and somebody will contact you and still check with your bank again. We HAVE CHECKED with our bank , we went to our bank and they showed us very clearly that the last payement was done on 24.08.2020 for 216.970 CLP BUT !!!!!! and this becomes scary , really scary - the payment was done by cash cheque by some individual in Antofagasta ( north Chile ) to our account . We have started checking all previous payments and all of them for August bookings were done in Antofagasta by cash cheque for exact amount and exactly on the day of the estimate arrival payment day. We have reportet it immediatelly to Airbnb - and guess what since 04.09.2020 calling each day and recently calling event to USA office - NOTHING , we are getting the same answer - "we are escalating this to another department , somebody will call you back , we are very sorry ". Really ? I have names of people I talked to . I have references numbers and each time I call I am getting nothing . I have then checked bookings payments I had in May and June - and guess what - They are also were paid cash in Antofagasta and .... in Calama . YOU Airbnb can not send me any bank transfer confirmation proof becasue you have not done since March for my bookings any bank transfers to my account . Your employee do not even understand how the bank transfer confirmation looks like ? really ??? Resending me your internal confirmation ( the same you send to our email when the payment is released ) is NOT a bank transfer confirmation - it is your internal coding , means nothing to me and to the banks. We lost our jobs because of this virus , we could not rent our flats for months, we now not even getting paid from you ) our only income ) Are you not ashemed ? Somebody internally made decision to change method payment , paying cash by somebody in Antofagasta or Calama ? We are on mercy on some Peptio, Carlito or whoever this person is ? You are not reacting at all to such urgent and importnat issue. This is not even about payments are not arriving but aslo that the last bookings were paid in cash by AIRBNB - this is illegal what Airbnb is doing , breaching any standards , and ignorig us completelly . We are tired, angry, disappointed and scared that we never get our money from you or we will have to wait for your INVESTIGATION for months and yet you carry on sending OUR money somewhere but not to our account. Those escalations reached Himalayas already - as you keep escalating to god knows which department - I had heard already about payments department, safty& security department . SOS department and all promising that we will recieve asap call - NOTHING . We are now seriously considering to report it to FTC as we are not getting anything from you . This silence and lack of action only reasure us that Airbnb is very well aware of this scam and fraud and does not know what to do with this mess. We will also send emails to other institutions. The way you airbnb is treating us - is discusting. You are taking money from all our guests - guests who keep returning to us because of our service , and you do not pay us , breaching the payment conditions. If things will not be sorted in two days . we are taking this case further . Regards, Monika
I’m beginning to think there is not a light at the end of this tunnel!!! THIS IS SO UNACCEPTABLE, I was told that an Airbnb Plus representative would be in touch in 24hrs, over a month to hear from someone. Then I’m told a supervisor is only available to speak to me between the hours of 11pm and 8am EST—FYI I live in CA so that’s just a tad inconvenient. Is someone going to address these issue or am I going to have to follow in the steps of many of my hosting peers and leave this platform? I’ve invested 9 years of time and energy into Airbnb and the disappointments are compounding like wildfires. Leadership really needs to stop blaming the pandemic for the lack of authority, take some accountability and solve the problem because frankly, these issues were kindling long before Covid. Sincerely, An Unhappy Super-host.