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!

[Ralitsa11]

Hi, we have absolutely the same issue since few weeks - after it seems a software change. Previously our invoices had the company name, now a personal name. We are struggling with support for several days and get no real resolution up to now.

i will be grateful if you share how you resolved this issue.

Thanks and regards,

Ralitsa

[UNPLAN-Hostel0]

Hello @Ralitsa11 , unfortunately, I haven’t received any response so far. They just informed me that this is a technical issue that has been submitted and that we need to wait for it to be fixed.😢

[Umag3]

We have the same problem. Airbnb has not solved it for 112 days. The customer support is non existent. They send canned answers.

We have multiple properties and have been working with booking for 9 years with 0 problems.
We recently put just 8 of our properties on airbnb and it's been a bad experience.
They only get us 4.7 % of the business and they are impossible to work with.
 
To make the long story short. We tried to get airbnb to send us the receipts in our company name and they can not do it, even though it is a legal requirement through out Europe.
To make the story worse, they froze our payments, it's not a lot, 8.000 euros, but they have been keeping them for 112 days and counting.
 
The partner support does not work all you get is canned answers and the run arround.
We uploaded the goverment issued ID and drivers licence of the director of the company and goverment issued trade court papers  for the company.
We have done the KYC nine times and they never acknowledge that it is done.
They keep sending us the canned answer which is not true; that the date of birth on the goverment issued ID and name of birth of the director is different. But it is in fact the same.
We told them it is the same multiple times, but there is no real person on the other side, just a computer that gives canned answers.
 

We have had to cancel future bookings, because we will not host for free anymore.
In your experience, do we need to sue airbnb to get the money? Is airbnb going under? 
We don't think it is a viable option as it only brings 4,7 % of business and does not pay out for 112 days and counting and does not issue receipts in our company name. No serious real company would do that.

Ana Hrvoje

Sales manager

[Ralitsa11]

We had a lot of chats and phone conversations with Airbnb support agents. Most of them could not understand the issue at all. Few of them got the issue right but said that they cannot help.

You need to escalate the issue to a senior case manager - we asked for this several times and after 4

days it was escalated to a senior case manager. We received a call from him - he had checked all the chats we didn’t need to explain again what the issue is for a first time.

He said that he can’t help because only 1 team at Airbnb was dealing with invoices, but he forwarded the issue to them. After few hours the problem was solved and the invoices started coming again under the company’s name.

You need to be really persistent and pushing in asking to escalate to a senior case manager.