Customer service updates, payments, and more in the latest Host Update with Catherine Powell

[Airbnb]

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.

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[Catherine-Powell]

Hi @Amanda940 

Thanks for your comments here, and I hear your frustration with the EC Policy. I have more information on the changes we will be making to this in my next Host Update, which I look forward to sharing with you.

Thanks, Catherine

[Mary419]

I watched the EC policy change video and was shocked to see that natural disasters would still fall on the host. Legit insurance companies exist and specialize in the travel industry. They set up tents at vacation management trade shows and explain to managers how hurricane season really warrants travel insurance. For years when I’ve asked Airbnb why they won’t move to the adult world of travel insurance instead of ripping money away from those who pay for the very inventory Airbnb profits from...it’s been a “we are working on it” answer. I assumed Airbnb wanted to create their own insurance company rather than partnering with an existing one. But now I hear the plan and I’m disgusted... and knowing that travel insurance does cover hurricanes yet I as the host will still be exposed to that risk next year..Insurance comes into play when it’s verified that no other option exists for the traveler to get their money and you’re putting it front and center that the host has to lose for natural disasters thereby canceling out any hope of the insurance paying the claim. Has Airbnb lost their minds? 

[Lexia1]

hi @Catherine-Powell, @Airbnb,  @Katie 

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. 

[Kevin108]

@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.

[Monika-And-Domingo0]

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. 

[Mary419]

@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? 

[Monika-And-Domingo0]

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 response@airbnb.com , 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

[Catherine-Powell]

Hi @Monika-And-Domingo0 . 

Thank you for your message, and I'm really sorry to hear that you've experienced these payment issues. You should have had a message from a member of the Support team about this already so that they can help you get to the bottom of the issue. Please message me here if you do not hear from them. We will get this resolved.

Thanks, Catherine

[Monika-And-Domingo0]

Dear Catherine,  thank you for your message. Unfortunately, until today 30.09.2020 nothing was resolved. We are tired, frustrated, angry. The worst thing is that you Airbnb caused all this mess and we are paying consequences, not you. Nobody calls us, nobody cares and nobody has any will to solve it. After weeks of calling you, finally, we got a message from Jenell payment department. We hoped that message will be with good news but Jenell had no idea what is the problem ( with all previous messages, emails, calls, explanations ) Investigation started and until today no money. It is now a lot of money Catherine and we are now asking people to borrow us some money to pay bills. Is this right Catherine? is this right? We have two little kids - we can not sleep at night, worried about how to pay bills and buy food when you keep all payouts for 5 weeks for all 3 flats?  We have all correct information in our default account payout - with the same information you Airbnb was able to send until 20.03.2020 all bank transfers. Then you gave all our details to some individuals who were putting money ( cash deposits ) for our few bookings we had between the end of April and May and for few we had in August. Those individuals were putting payments ( cash ) in the shops who have a system called here Servpag where you can pay your bills, pay money to your account and buy food. In the shops using our all bank details including RUT ( ID number ) people ( who ? ) were doing payments which Airbnb should do by bank transfer. We have received them so you had to give those people in Antofagasta and Calama all our correct details ( such confidential information and you were doing it ) . Anyway from booking Reservation HMYFM2MTYM staying on 25.082020 for 1 night until today all payments stopped- all. When finally Jenell managed to send us bank transfer confirmation ( as you decided to restate bank transfer payments ) we could see why all payments are returning to you - you had wrong RUT Number - you added extra number 8 to the RUT. We never had such details on our account- we had not added any new payout account until 19.09.2020 so you changed it. How and why? Why did nobody call us immediately informing me that all payments were returning? While we were calling that we are not getting our money. It will be now two weeks when Jenell got everything clarified and still no money. How you can do it ? We were getting messages : 

Sep 25, 2020

Airbnb Support2:48 AM

I can imagine how stressful it is for you worrying about the well being of your family and kids. Rest assured that I am here to help and you are not alone. We have other Chilean hosts who are also facing the same issues. We are already working on it to have it resolved at the soonest and I will keep you posted on the progress.

As I will be out of office over the next 2days and I apologized for any delay in response. Thank you for your patience and understanding.

Next message :

Sep 28, 2020

Airbnb Support5:03 AM

Hi Monika,

Sorry for the confusion in the message. Rest assured that we are working on it and investigating this issue. I am here with you and will keep your case open.

Unfortunately, we are unable to give you an estimated date for when the error will be resolved, we'll get back to you with an update as soon as there is one.
Our most sincere apologies for any inconvenience this has caused.

and last night :

ep 29, 2020

Airbnb Support4:05 AM

Hi Monika,

Some of the payouts have been returned and reissued for the following reservations:

Sept 27
$68,465 CLP - HMYXD5A42T, HMYFM2MTYM

Sept 25
$235,773 CLP - HMAZRWT93P, HMHWJFYHM5, HMYTNYXRJAD

Let's monitor these payouts and do let me know once you have received the funds.

Catherine - all payouts returned not only those above  - all - you have mess over there - I keep writing to your team - you own me for August and all Septemeber bookings! 

Catherine - if you do not correct your internal mistake - I will not receive any money. Here in Chile RUT is very important. How your system works if you can not use my correct bank details and allow somebody to make internal changes? How you send bank transfers if you do not see immediately if payment went through? Those bookings above are made in  August - what about all payments for September bookings? We are very busy with reservations -all 3 flats - you own me a lot of payments - what is going on, 

You said that hosts should not wait even one day longer for their money - we have been waiting for more than 5 weeks and nothing. Bookings are coming and you are keeping all my money. Why you do not send all my payouts, why nobody is doing the job, what right you have to keep my money?  We lost our jobs, we lost our savings and now you Airbnb makes our life a nightmare, There is no structure, nobody to approach, no names, no emails to the right department, nobody is responsible and nobody can be taken to account. We are on the mercy of god knows who . Since 25.08.2020 no payments until now.  Why nobody has the decency to call us and clarify everything. We can not wait any longer , horrible , horrible what you are doing to us. Monika

[Monika-And-Domingo0]

Catherine, 

we have reached the limits, we do not believe that anybody is working on our missing payments, as nobody reacted to returning payments from August ( we got from Jenell proof of bank transfers and it is very clear on that confirmations when the money returned to you and all bank details are correct apart RUT (ID ) number - you have added extra number 8 to the end of our RUT number, mistake somebody did internally and manually. Very easy to correct and send all payments but no you have no will to do it. 

We have added on 19.09.2020 again new payout account with all correct details and you are telling me that you can not send payments? 

you put all payments as completed in our transaction history but you do not send anything. How horrible it is? 

each night we get the same messaged from you ( I do not believe that this comes from payment department ) to keep us shut up.

the last one was sent on 30.09.2020 

Airbnb Support4:25 AM

This is an ongoing issue which affected your payouts. We're working to determine what is causing this problem so that we can fix it as quickly as possible.

Unfortunately, we are unable to give you an estimated date for when the error will be resolved, we'll get back to you with an update as soon as there is one.

Our most sincere apologies for any inconvenience this has caused.

It will be now 6 weeks - and you are telling me that you can not fix whatever you have over there and send all missing payments? Such a big company which is filling for going public? 

Are you not ashamed that we have no money left, have two kids and crying each day from stress YOU cause us? 

We could cancel all bookings but those guests put reservations details to get permits to go through the police controls ( we have to have out the phone on in case of the police call us to reconfirm if travellers are really staying in our places ) We do not want to put people in difficult situations. 

We are doing everything to get bookings, you take the money and keep everything for you. We did nothing wrong to be treated in such a disgusting way ( Airbnb does not care at all whats is happening to us. ) Nobody calls us, nobody tries anything. Now I am afraid you have no intention to pay all missing payments and keep for you. 

Reservation HMYFM2MTYM
Reservation HMYXD5A42T

Reservation HMHWJFYHM5
Reservation HMYTNYXRJA
Reservation HMAZRWT93P

Reservation HMYBD9MJ8P
Reservation HM4TW9M2CC
Reservation HMWP5CMSWM

Reservation HMQKTDWZ8S
Reservation HMANSADRTS - this is from March missing payment

Reservation HMF5E3XD2Y
Reservation HMEZCRNREK
Reservation HMBJQWZP2K
Reservation HMPSKRYQZB

 HMR3CXYWCX

 HM33P3BSJD

 HMFSBNJDK4

 HMQRBCEFWC

 HMPEJYR8FT

and new is coming 

Do you realise you own me a lot of money and I BEG you pay it, I have nothing left to pay for basic needs,  we had to borrow money to pay bills and rent to these flats, I beg you, please? Monika, Domingo 

[Super47]

@Airbnb @Catherine-Powell @Tara-Bunch @Sam-Shrauger

For the love of God, have some compassion, will you?  It's utterly inhumane to treat people in this manner, and leave them without money for 6 weeks - their money, not Airbnb's money - that they clearly desperately need to pay their bills and feed their children. There's no acceptable excuse for this. None. What sort of a racket are you running there at all? It's looking more and more like a Ponzi scheme every day. 

If @Monika-And-Domingo0' don't receive their money within 48 hours, I'm personally going to send all the posts they've been posting here since Sept 16th to every major media outlet in the US and Europe, and also to the SEC. Let's see what they all make of a story like this about the vile treatment and wilful deprivation of hosts, from a company on the cusp of IPO. Can't imagine potential investors would be too impressed either. Doesn't exactly paint a picture of a company anyone should trust, does it? 

Nobody deserves to be treated in such a disgusting way, or reduced to publicly begging for their money, that they've worked so hard to earn. Shame on you all. 

@Monika-And-Domingo0 

So sorry you're having to deal with this. Truly hope you get your money soon. Very best wishes to you. 

[Monika-And-Domingo0]

Dear Penelope,

your message means a lot to us. Thank you for such kind words. We have been in touch with Airbnb since 05.09.2020 with endless calls, messages etc and here in the community since 16.09. We are not entitled here in Chile to any help ( anyway help is very little and limited here ) , I am not even Chilean. Yesterday we were considering for me to go back to London to find any job as here will be impossible now. We used the credit card limit and now we have nothing left. I sent Airbnb our bank statement. My 9-year-old girl heard this conversation and cried asking me not to go to London and leave them. It breaks my heart. Once while talking to airbnb , my girl took the phone and asked them, please pay my mum money. All conversation should be recorded. Airbnb owns us for bookings until  30.09.2020 - 1.873,151 CLP - which is around 2380 USD and now we have October arrivals - maybe nothing to them airbnb , for us is everything. I believe that there are more people here in Chile who are facing a similar problem.

Dear Penelope , thank you for everything and for standing up for us. 

Warm regards,

Monika, Domingo , Kyara and Maia 

[Super47]

You're very welcome, @Monika-And-Domingo0. And thank you  for having the courage to post your story publicly - that's not an easy thing to do and sadly, most hosts are too scared and reluctant to do so, for fear of reprisals. But telling these very real, very raw, very painful stories and raising awareness of the hardship, misery and suffering that Airbnb is directly inflicting daily on incalculable numbers of hosts the whole world over, is the only way to ultimately force them to assume responsibility and accountability for the deplorable wrongs and injustices to which the company is routinely subjecting its host community (and service providers).

I realise that this is of little comfort to you right now, but unfortunately, you're far from alone in your traumatic experience, and there are countless other hosts battling to get their money out of Airbnb at this very moment in time too, and being treated every bit as abysmally as you are. The company's behaviour is contemptible and intolerable, and it has to stop - one way or the other. Hosts need to stand up, and stand together, or these systematic abuses will never end. 

Hopefully, Airbnb will see sense and release your money in the next couple of days but if not, I have many contacts in the media, regulatory, legal and political worlds, and I'll ensure that your story is heard far and wide, until you receive the payments that are rightfully yours. You have my word on that.

Stay strong, and warmest regards to you both and to your little ones. 

[Katie]

Hi @Monika-And-Domingo0, thanks for your post here, and I'm really sorry to hear that this is still ongoing.

My colleague @Sergi has been in touch with you several times to try and help you resolve this, and we have also been in touch with the Payments Support team about your case. They have let us know that they have provided you with the information for you to get the payment, but unfortunately they are still waiting on an action on your end. I see you haven't mentioned this in your message here, so please do make sure you have read the information they have sent you, and if you're having trouble then do reply to the team and they can advise.

[Ian-And-Anne-Marie0]

I only just saw this post about @Monika-And-Domingo0  and was going to report it immediately to the Community Managers. 

Good to see you're on the case already @Katie and I hope it gets resolved soon so that @Monika-And-Domingo0 get a payout quickly.