Company invoices show personal name – no solution from Airbnb support

[UNPLAN-Hostel0]

We run a hostel in Spain under a registered company, and we submitted all the required company information to Airbnb long ago (including our company tax ID, registered address, etc.). This information was approved, and Airbnb has always recognized us as a business host — all service fees are charged to our company.

However, we've recently encountered a serious issue: when we download the Airbnb service fee invoices, the billing name is not our company, but instead the name of our personal contact person. This is completely incorrect and directly affects our company’s tax filing process.

For the past 5–6 days, we’ve been contacting Airbnb support repeatedly, explaining the issue over and over again. Each time, the case gets passed on to "another team," but not a single team has actually addressed the problem. The most frustrating part is that today, a support agent simply told us:
"We can’t help with this. Maybe try asking other hosts in the Airbnb Community."

We are honestly at a loss. We thought this was just a technical issue and expected Airbnb to have a clear solution in place — surely we are not the only business host on the platform. But now, we’re left without any support.

We’re sincerely asking for help from experienced hosts or any Airbnb team member who might see this. If you’ve dealt with a similar situation, or know how to fix this, we’d be truly grateful for your guidance. Thank you so much in advance!

[Joelle43]

Hello @UNPLAN-Hostel0 

We also operate through a company and I am named as the host so out of curiosity I went to see our billing invoice from Airbnb and you're right, it's not the company name that shows up here - it's the host name!  😮

What a ludicrous answer you were given by CS 😤- quite how the CC hosts can help is beyond me other than agreeing with you that it's definitely an issue that the IT department need to handle and address asap!!

Joëlle

[UNPLAN-Hostel0]

Hi Joëlle,

Thank you so much for your reply. It’s clear now that this is not an isolated issue.

Airbnb support closed my case without resolving the problem — even after I explicitly said I did not agree to close it. They told me that “another team” would contact me via email, but I haven’t received any follow-up so far.

If I eventually find a solution, I’ll be sure to come back and share it here.

In the meantime, I want to warn others about a “solution” you should absolutely avoid:

One support agent suggested I change the legal representative (the name currently appearing on the invoice) to our company name. I raised concerns, as this process requires an ID document, a selfie, and a first and last name — which, of course, a company cannot provide.
But the agent still said: “You can split the company name however you like and enter it as the first and last name.”

As expected, the verification failed — and as a result, I temporarily lost the ability to receive payouts.

Then the agent told me: “You can’t do that. The legal representative must be a natural person. Your invoice issue happened because you entered the wrong legal representative.”

The whole process was completely absurd, and no one would listen to my explanation. When I restored the original (correct) legal representative, support claimed the issue was now resolved — and again tried to force-close the case.

So if anyone receives the same suggestion — please don’t follow it!