I am a property manager who runs listings for different home owners. Each home owner is a co-host and receives their commission through the co-host payout set up.
What I have recently discovered is if you move a reservation from one listing to the other, the payout will still go to the co-host of the original reservation. No one at Airbnb Support knows this, there is not documentation anywhere in Airbnb that explains this. What I could see from my end, and from the CSV report is that the payout went to the correct co-host, where the reservation occurred.
When my co-host informed me the their payment had not been received, I contacted Airbnb support and after MANY interactions with different agents, they finally figured out what had happened, how the wrong co-host had been paid out.
As a side note they then fixed one of the reservations where this had occurred, and said the others would be fixed but are now pretending they never said that even though I have screen shots of that promise.
They also then gave me clear instructions on how to avoid the issue with future bookings that had been transfered from one listing to another. 'Set up a routing rule' they said (again, screen shots of conversation demonstrating this), and said that would work. They verified the set up before the reservations occurred and said I would be good. But this did not fix the issue, it just split the payout into multiple cuts and the correct co-hosts did not receive their funds. If they had told me the money was going to be deposited into the wrong accounts, I would have cancelled the reservations and had the guests rebook. But I was told very clearly that there would be no issues.
I have tirelessly tried to get Support to stand by their promises to fix the issue, to stand by the fact that they had given me incorrect instructions and payouts were deposited to the wrong accounts. But they will not acknowledge anything I actually say and will not do anything to fix this.
I've given up on that pursuit, and have decided I will be moving away from this platform once my reservations this summer are complete. Not depositing money into the correct account, and then not fixing their errors is majorly crossing a line of what types or errors are acceptable.
Apart from that. I am now seeking receipts of where the funds were deposited. The CSV report I have is incorrect, saying the bookings funds went into accounts they were never deposited into. BUT THEY WON"T EVEN PROVIDE ME DOCUMENTATION ON WHERE THE MONEY WENT!
I cannot believe this is passing as customer service. I'm simply requesting a receipt of where the earnings from my bookings were deposited.
Any help or insight from anyone would be appreciated.
Thanks,
Leslie
