Is it normal for Airbnb Support Case Managers to provide incorrect or misleading information when that information can directly affect a host’s business and finances?
I’ve been dealing with Airbnb for almost two months regarding my payout, and honestly, I’m exhausted.
I have already provided all the documents requested, explained the situation multiple times, and followed every instruction given to me. Yet I keep getting the same response from the Payment Team—that I need to follow up with Airbnb Support, while the Support Case Managers and Account Case Managers handling my case either ignore my follow-ups or give me information that leads nowhere.
What makes this even more frustrating is that I have been hung up on almost five times during calls. Sadly, these were also from fellow Filipinos working in Airbnb Support. I understand that support agents have difficult jobs, but hanging up on a host who has been waiting almost two months for their money is completely unacceptable.
If Airbnb claims to have a zero-tolerance policy, then where can hosts escalate cases when the very people answering the calls are the ones refusing to properly escalate them?
Who do I contact when the Case Manager is the problem?
Is there a direct email address, higher-level Operations Team, Executive Escalations Team, or someone outside the regular Support Team who can actually review this case?
I am not asking for special treatment. I am asking Airbnb to properly investigate and resolve a payout that has been pending for almost two months, especially after I have already complied with every document and verification requirement.
At this point, I need someone with actual authority to review the entire case—not another agent who will simply repeat the same response and send me back to the same department.
Airbnb, I have been your host and business partner. This is my money, my business, and my livelihood. Please stop passing me from one department to another and actually take ownership of this case.
I have been patient for almost two months.
I am now asking for a proper escalation and a definitive resolution.
