@Lizzie @Aisling @Liv
My last three posts to this board have been deleted, and the last three times I tried to post, I was force logged-out, but I am going to continue trying to get anyone's attention. FYI: I am screen recording my attempts to get in contact, and to post to this board.
I am still waiting on THREE payouts, totaling $4500, going back to July 7. I am booked through the beginning of December, but am unsure why I would continue to allow Airbnb to collect payments from people staying in my home, when they don't remit the payments to me, or seem to have any interest in helping me or answering my questions.
I have exchanged messages with at least seven customer service people via messenger, and five via phone. I have now spent more than 20 hours trying to find my money, which is additional lost income, over and above the missing payouts. For the most part, my messages either disappear, or are ignored for days at a time. On the phone, I am told that they cannot help me, that I should just trust that I will get the money eventually. Two separate people have told me I will get paid out in five days or less, but that was more than two weeks ago. I am told that they are not allowed to follow up with me, or provide documentation that they are indeed passing my issue on to an unnamed team that may be able to resolve the issue. I have repeatedly been told that no prior customer service agent has actually taken any of the actions they told me they were taking, but that they promise they really are doing it for me.
My assumption is that the customer service agents are told not to forward my issue, and that Airbnb assumes I have no recourse since I am not permitted to receive documentation or confirmation that they have taken any action. In deleting the messages I send to customer service, the hope is clearly that I will not be able to prove that I have been trying to track down the payouts. Despite the fact that Airbnb does not allow any form of communication with a team that can resolve an issue, I do have legal options. I am working with a lawyer and plan to send a letter to the office of the New York State Attorney General at the end of this week. I am also speaking with reporters at the New York Times and Wall Street Journal.
It is clear from this thread that this issue is impacting a lot of people. If the Airbnb team were willing to address this issue as a serious one, or provide me with any kind of support, I would feel differently. However, the absolutely commitment to obfuscation is extremely concerning, and likely illegal (above and beyond the illegality of withholding my payouts).
