Airbnb does not pay the host

[Alanna62]

Greeting everyone, I would like to share my case with you. I am a host and on day 04 a guest entered in my residence and on day 09 entered a second guest and at this very moment both payments have not yet been made available and Airbnb says it does not know what is happening.

I've been through 4 attendants from a section and 2 from a section above and as I read in other comments here, they don't know anything, it goes from one attendant to another and they don't solve anything. I have more guests to enter on the 13th and it will probably be a problem because I will not let any guest enter until I receive.

The attendants were Luan, Rodolfo, João and Diego, from the sector above were Vanessa and Diogo that I can't even call anymore, I preserved the last name in this post.

My last call I said I would only hang up with an answer, the call lasted 2:45h and nothing was solved, they do not even know what to say.

I will update everyone every 3 hours, tomorrow I will try to solve at 10am, which will be my first call.

I need a solution, because I am spending with diarist and receptionists because I am not in the region where my property is, with cleaning, gas, light and etc ..., this, we hosts, understand.

[Sandra856 · Accepted solution]

Hi @Alanna62 🙂

When looking at your profile and listing it looks like you are a brand new host. It can take up to 30 days to get the very first payout. After that you will receive the payout the day after a guest checks in. 

[Alanna62]

Good morning, thank you very much for your help, but this is not in any Airbnb rules, and I freaked out when I came here in the community and other places and saw the amount of people who are having the same problem and even worse and of course when we see that the support or is colluding with what is happening or even don't know anything gets even scarier.

I need Airbnb to take a stand and say something concrete instead of saying they DON'T KNOW what's going on.

[Sandra856]

Hi @Alanna62 🙂

Yes, they should be much, much clearer in their communication to new hosts. I have never had any trouble getting paid and I have hosted about 400 bookings. Probably for security reasons it takes longer for the very first payment to get through. 
I recommend to follow this community because you will learn a lot about hosting and learn about things you didn’t know you needed to know about hosting  - I have learned a lot myself 🙂

[Alanna62]

Yes sandra as spoken by @Ian35187, always empty sentences, they don't know how to say what happens, the money is released but they don't pay just like that, LITERALLY THEY DON'T KNOW ANYTHING.

[Sandra856]

@Alanna62 @You are a new host - it is the same for everyone- first payment is always late. Different situation for @Ian35187 @as he is currently in Ukraine with a war going on. Not really comparable. But strange that they cannot just tell you that because you are a new host - first payment will be delayed. Did you mention to customer service that you are a brand new host?

[Sandra856]

 

[Ian35187]

It’s affecting tons of people in Ukraine. Payouts stopped without any info and it’s impossible to get any update from AirBnB. 

It’s at best a farce in and at worse a complete absolute abuse of power.  

I haven’t been paid for the past 5 bookings and will now have to cancel all upcoming bookings. 

I’ve explained this to AirBnB multiple times about they do nothing. They just repeat the same empty phrases. 

[Sandra856]

Hi @Ian35187 I’m really sorry to hear about your troubles. You write that they repeat the same empty phrases? What do they say? 
Maybe @Emilie can help? 
All the best, Sandra 

[Emilie]

Thanks for the tag, @Sandra856!

I've already escalated this on my end for you @Ian35187, and will update you if I get more info. 🙂  

[Ian35187]

Hi @Emilie 

So, another week has passed, another guest is arriving and still nobody from AirBnB has offered any help or explanation. 

I assume they have not responded to you either. 

Please tell me what you suggest we do? Continue hosting for free, covering all the costs and hoping/praying that AirBnB might pay us or as an absolute minimum curtesy contact us with some information? 

Or cancel all the bookings, ruin tons of peoples holidays and move to another platform? 

Honestly, how can you justify and be part of this?

Tons of hosts are reporting this issue and AirBnB continue without the slightest care of the damage and financial hardship it is causing.  

[Alanna62]

Yes, the salvation that has telephone service, at least we talk to someone even if it is to say nothing and of course they don't solve anything, if it was by email they don't answer it would be even worse.

[Daniela2134]

Have you heard back? Any idea how to proceed legally towards Airbnb? I have read now so many comments of host not getting paid. It happened to me as well and they are avoiding the resolution, they do not contact me or explain me anything. It’s been 15 days. They are also retaining money that is from a guest cancelation from 2019 that was NOT part of cancellation policies and I am not responsible for it, they even never answered following up the case back then. I am desperate. They are stealing and being unprofessional. This has to be worldwide known, to avoid other hosts been stolen and to STOP Airbnb. 

[Alanna62]

Hi guys, another 45 minute call and I'll finally get two answers without being empty sentences.

- WE DO NOT PROVIDE YOUR PAYMENT

- WE DON'T HAVE ANY INFORMATION TO PROVIDE

I will now contact my previous guests, asking them to kindly contact Airbnb to find out why the payment they made is not being passed on to me.

[Emilie]

@Alanna62 I'll raise this with you on my end as well, sorry to hear this conversation didn't lead to much progress! If I can find out more I'll give you a shout. 

Thanks, 

Emilie