Host fee issues since October 27th

[Abigail357]

Is anyone else having issues with accessing the host fee settings in their account? I opted to get rid of my property management software to keep the split fee of 3%. I verified on October 27th that my account was still set to the split fee. I received a booking on the 29th that took 15.5%, and when I went into my account there is no longer an option for me to view payout settings in my account settings. The menu options that support told me to try clicking don't even show in my account (on both app and web browser.) Every booking since that date has taken 15.5%, and airbnb support continues to tell me their engineering department is working on a solution. The first agent I spoke to did give me a refund since they said my account showed I had chosen the split fee and was not sure why it took the difference, but every agent I spoke to since then refuses to discuss anything about a refund, saying they cannot say either way until the issue is resolved. I co-host for two other hosts, and both of their accounts are having this issue as well.

Is anyone else having this issue? And if so, have you spoken to a lawyer yet?

[Natalie304]

Yes, we’re having the exact same issue and are getting the run around from Airbnb. They’ve assured me 3x it was going to be fixed and yet it hasn’t been, and every reservation we’ve gotten since October 27th has still been a host only fee. They’ve offered me a $200 refund, but nothing else other than “this is a system issue” and the technical team is “working on it”. We’re losing money, plus we can’t raise our prices or we won’t be competitive in our market. I’m so frustrated. 

[Savannah138]

I've had the same issue. Disconnected my prop management software on Nov 10th, called Airbnb support to make sure everything looked correct on their side and she told me yes. Id no longer be charged 15.5 but only the 3 percent. The next day I got a booking and was charged 15.5. I had 3 bookings that week with the same charge, they refunded me. But almost two months later I'm still having the same issue. I get the same old run around. They talk to engineer side, say I have a bug on my account, or say that I didnt switch off the split fee button which I had MULTIPLE times. They still wont refund me. Worst customer service.