ESCALATE A COMPLAINT

[Janet1285]

I have 18 outstanding payments over 8 weeks and can't seem to escalate past the Airbnb Support.  Airbnb Support appear to only offer generic solutions but are not in a position to know what to do with a serious problem.  Despite spending hours on calls asking to be transferred to a person who can assist I have received no resolution.  I am seriously frustrated with the lack of support so before I seek legal advice I'm reaching out for suggestions.

[Inna22]

@Janet1285 reaching out on social media seemed to get attention of the right person in the past. Hopefully that trick still works

[Janet1285]

AIRBNB appears to have a revolving door policy and they simply don't care if a problem arises outside the parameters they initially set up 

Sadly I will now have to begin the horrid task of notifying all bookings that they can't stay and will need to contact AIRBNB for a full refund

[Janet1285]

Success, finally got onto a support person who assisted step by step and received a test transfer today.

[Helen427]

Hi @Janet1285 have you had all your overdue payments yet?

There are a number of glitches and issues that crop up that we Hosts should be better treated about.

[Helen744]

@Janet1285 if the missing payments are on your newer listings you may have defaulted back to being a newbie and to have to wait one month for your payments . H

[Janet1285]

it's been 9 weeks without a pay-out

[Janet1285]

I have 5 listing and zero payouts for 8 weeks - I have been receiving payments consistently before and since our most recent listing which went live in June 2022

[Mike-And-Jane0]

@Janet1285 I hope you have checked your payout details to see if you have been hacked and the payments directed elsewhere.

Assuming all is OK with your details then does Australia have a small claims court procedure? Airbnb will lose and you will get paid.

[Janet1285]

Negotiation, mediation and court proceedings need to contact both parties - A call center makes that impossible

[Sybe]

Hi @Janet1285 , I'm sorry to hear about this! I'm sending this over to the team right away so they can figure out what went wrong.

They'll be in touch with you shortly and if I receive an update in the meantime I'll let you know. 

[Janet1285]

still waiting