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.
wow I'm having a similar experience with Airbnb. Guests broke bedroom door. The Ring Door camera recorded the guest walking out the frontdoor with the door. Guest ignores airbnb and me. Airbnb denies claim. Mind boggling
Lately, Airbnb has been real slow to respond to resolution claims. On top of that, Airbnb support staff are looking for technicalities to deny the claims. Very frustrating and disappointing.
For some reason I am not visible to travelers using the "Traveling for Work" filter even though I have been told I meet all of the criteria. I have been back and forth with customer service for over three months without resolution, and at this point it appears my followup messages are being ignored.
Lately, @Airbnb has been extremely slow to respond to Resolution Claims.
When @Airbnb does respond, the support staff are not helpful and seem to look for technicalities to deny the claims.
Recently, I have a claim on a guest who broke a bedroom door. The guest is ignoring @Airbnb and the host(me). I send in pictures and a video of the guest literally walking out the frontdoor with the door and @elena @Airbnb denies claim for bizarre reasons.
I have other horror stories on guests cramming over 50 people into our two bedroom house, and airbnb going radio silent on the issue, but that's a whole other story for another day......
I just made a new claim yesterday on a guest literally staining a mattress with a puddle of Urine. No response from guest. Im holding my breath and waiting for the 72hrs wait period to contact @Airbnb and go through the back and forth drama with airbnb support staff.
You mentioned a new tab on the dashboard "opportunities" I do not have this new tab.
I want more control over the cancellation policy. I should have the final say of what if any amount to refund my guests. 1 day AFTER my guest was supposed to check in for an 18 day stay, they were given a full refund for extenuating circumstances. They had called and asked what their options were since they believed the air quality in the area was poor. A customer service rep told me that is not covered then I received a notification of their cancellation and full refund! I have called again after this and have to wait up to 48 hours for a call back explaining why they were allowed this. Again, I should be contacted first before issuing a full refund. The guest likely lied or made something else up to get their refund. So a guest can block a significant portion of my calendar for several months and cancel penalty free 1 day after they were supposed to check in is Not acceptable. So burnt out on the lack of control I should have on my property listing and feeling frustrated and not listened to. I also use VRBO and have total control over these issues with VRBO giving suggestions but I have the final decision. I will be only using VRBO from now on for both of my properties. Airbnb needs to listen to their longtime Superhosts or a competitor will come along and get their business. Hopefully someone who uses the positives of Airbnb and VRBO and combines them will arrive on the vacation rental scene. Genius! Only a matter of time before we hosts have a better option.
I've been having difficulty receiving my payout for in July 15in amount of $1665.49. Would you please help me with the issue?
I understand that it was part of the "technical issue" that unfortunately effect my payout. I've reached out the consumer service several times to resolve the issue. Til today, I still haven't heard back from the customer service. I've been getting "Airbnb support will reply as soon as a specialist become available." It has been almost two months now since the missing payment. And as many of the airbnb hosts, we're relying on these payments to make through this very difficult time. Is this something you can assist me with? Thanks in advance.
@Catherine-Powell- Longtime super host and my payout is more than two weeks late . My support chat has gone unanswered since September 8th despite repeated follow up requests. This lack of response and service is disappointing and unacceptable. I understand that COVID has caused issues for everyone’s business and personal life, but Airbnb is a service company implemented by technology. Doing neither of these well is not an option. Please contact me to resolve this issue.
Kevin, as you can read my post. We are not only waiting for 3 weeks for payment but all recent payments were done by somebody in the other city by cash cheque. And Airbnb does not do bank transfers to our account although they have payout method and our account details set up as the default for months unchanged. We have called them asking to check it as this is very scary and maybe somebody does something illegal internally - Nothing. I spend some days calling Airbnb- 4-5 hours, begging for help. Nothing. It is so horrible to be treated such way. I sent them my bank statement with all proof -nothing, with each booking, passed, I am receiving an email that payment was released - but no money no bank transfers. Begging them - not asking. And they do nothing.
@Monika-And-Domingo0 I tried sending you a message but I am not sure it went through. I was really curious to see how the "cash cheque" deposits look? Can you send a screen shot? And also is there any update since your last post?
Hi Mary, we are based in Puerto Varas in Chile and when payments stopped from 03.09.2020 after calling Airbnb , we started our investigation, we checked all previous payouts and until 24.8.2020 we have noticed on our bank statements that they have been paid by cash in another city in Chile. It is said in Spanish of course on the statement - credito en efectivo ( cash credit) - Antofagasta, San Martin ( name of the city and street ) , and the amount, checked all bookings back to 20.03.2020 when we had to stop accepting reservations. From April until August when we again reopened, we had 6 emergency bookings and all of them also paid the same way - somebody individual was putting in another city in the bank branch or shop - exact amounts we had for each reservation with the arrival day of the payment. This method was used for the next bookings in August 2020 until 25.08.2020 than everything stopped. Airbnb employees kept telling us that all those emails we receive ( you too ) when the payments are released show the transaction codes and estimated arrival day of the money to your account, so as we get those emails we should have money and check with our bank. Those codes are internal and mean nothing to the bank - if no bank transfer was done - how to trace the payment? Airbnb could not answer why they have somebody who is putting cash on our account for the reservations- they can not send any bank transfer confirmation proof as those do not exist. Every day we are calling, sending messages and nothing. Our payouts conditions on the account are the same, bank transfer and have default status. We believe that airbnb - was sending the amount of money to somebody placed in Antofagasta or Calama Chile and this person, knowing, of course, our bank details and exact amounts for each booking and deadline dates, was putting cash on our account. As you can understand this is a serious breach of any standards, safety and security, trust ectect. I have sent yesterday email with all information, bank statement copies, endless ref numbers to Aisling Hassell,Catherine Powell,Tara Bunch,Brian Chesky and firstname.lastname@example.org , if no action from them I am reporting it to relevant institutions. Last night we got a message from payment department that missing payments are released and take again 7- 10 ?? really , yet they did not mention the recent bookings where payment also should be on our account on 15.09 and today. NO explanation, nothing. We can not afford to keep waiting one month for payments, worried where are being sent, it is now a nightmare. Airbnb does not care. Impossible to reach anybody, the front line employees have no ideas and this is a wall you can not pass. Airbnb sends us emails that payments were released and you have in transaction history status - payout completed but in reality,Airbnb holds all payments and does not do bank transfers as should do- 24h after check-in of guest, money should be released and should be in5 working days on the account. This is an agreement between us hosts and Airbnb. I have never agreed on cash payments methods or gave airbnb 30 days credit facilities to pay my money. Very worried and horrible to be treated this way , especially in such difficult times and we all need money. I hope we will get an explanation, and payments will be done and we do not need to keep chasing them for each payout. I do have some little hope. If you send me your email I can send you copies of those cash payments. Regards, Monika