I didn't get paid by Airbnb, support doesn't know why. It's been 2 weeks.

JC4
Level 2
LA, CA

I didn't get paid by Airbnb, support doesn't know why. It's been 2 weeks.

I've been a host for many years; this has never happened. Airbnb support has no idea why this is happening and won't help either. Their last message to me said this: 

 

"Our team has tried their best to help you. Now we've come to a stage where everything we can is, it's over. We are awaiting a resolution from our technical team. Unfortunately, I don't have any other information for you yet. We look forward to hearing from our maintenance team. I'm sorry that you have to wait and carry difficulties in connection with this."

 

I don't know what to do, it is extremely disappointing that support has turned their back on this. The only thing they kept telling me before they stopped responding was to wait. 

32 Replies 32
Aleksandra-and-Lucas0
Level 2
Stavanger, Norway

I have the same problem since mai 2022. Does anyone have airbnb swift nr?

Rosemary71
Level 2
São Paulo, Brazil

Hi, I am experiencing the same, complaining about a payment that should be released by AIRBNB on July 28th and until now had not been made. When I phone I just hear then problem is being handled by another person and I do not receive any message, no payment, no solution. I have been a host since 2014 and never experienced a situation like that....Do not know how to proceed to fix it....

Jacqui16
Level 2
Worcester, United Kingdom

Hi Rosemary,

i had a similar problem and so I sent a letter to the finance director in our UK head quarters. I also blocked all future dates so no bookings could be made although I hounded all my current bookings. I was also able to get my case dealt with by the specialist team and a named person to look into my case but this did take time and a relentless sending of emails to the help desk. Polite but assertive of course. At first it seemed that my problem was related to an email sent to me requesting ID verification update so you may want to check your emails in case that is the same for you. I had in fact replied to that email and had proof of replies. I then suggested I change my payment account to a different account and this seemed to help.

my payments were reinstalled and all payments owing to me made with a full apology.  This has continued. 

However overall it wasn't a good experience , very anxiety provoking, and Airbnb  could improve hugely on how they manage communications and timeliness when things go wrong. 

In summary you must persist with your concerns and do note that Brian Cheney the CEO asks for hosts to email him directly with problems so that might be a path you could consider. 

Jacqui

Karo576
Level 1
Kraków, Poland

where do I find his email address?

Krystyna27
Level 2
Allauch, France

Это ужасно. Они мне не платят уже 3 месяца. я слышу от них одно и тоже((((( и я не понимаю как быть. Решать это дело через суд?

Josie138
Level 2
Covington, GA

Not receiving my pay-out either. Airbnb, never knows what's going on. Always "Im so sorry, its handled by a different team, we dont know. Someone will call you". My payout was due Aug 2nd. But the guest is here. Checked in August 1st. 

 

Does anyone know whats going on?

Narelle7
Level 2
Launceston, Australia

Hi The very same thing has happened to me Air Bnb are with holding all my payments and I have no idea why,  they probably owe close to $10,000 has anyone any ideas of what to do thank you? Narelle 

Sueli16
Level 2
London, United Kingdom

@JC4 , @April447  @Mike-And-Jane0 @Quincy @Paulina86 

 

Did you get your problem solved?

I am having the same problem. I am with Airbnb for 5 years and never had any problem with my payouts. But this year is been a totally nightmare !!

I had guests staying in my apartment in Algarve since May,  I had  so far 6 guests and not a single payment was made to me.  I had many messages back and forward, each time someone different and no one can resolve any thing. I did everything what they suggested. They keep saying is a form i need to respond and I did respond this  form loads of times and they keeping sending me the same form to open a link that do not work and respond it... I told them hundred of times that i have done and the link does not let me open anymore. It is been such a nightmare that I fell ill and end up in hospital with stress nearly causing me a heart attack. 

They are just find excuses after excuses to keep me on the loop but is not solving or giving any answers.

I do not know what to do to have my money paid  they keep saying that someone from a special team  will look at this as they are in better position to solve it, but so far nothing has been done... Since May with not a single payment  Airbnb owe me nearly 3000 euros.

 

 

Jacqui16
Level 2
Worcester, United Kingdom

That's terrible and quite shocking. Is there another company you could switch your listing to? 

Jacqui16
Level 2
Worcester, United Kingdom

This is  very alarming and I too have now had 3 guests with no payment and seem to be in a continual loop of  being told I need to respond to an email with extra verification which I've done. I have not found the ambassadors helpful just getting a standard email that says your case is being investigated. I've been a host since 2015. 

I've decided to honour booked guests but I've put my listing on snooze until this is sorted as I cannot do hosting for free. 

Reading the chain of emails from other hosts doesn't give me confidence it will be resolved. 

Quincy
Community Manager
Community Manager
London, United Kingdom

Hi @Sueli16, I'm sorry to hear about this. Let me pass this on to the team so that they can investigate this for you. 

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Luis-Rodrigo2
Level 2
Tulum, Mexico

My Payouts were Paused since September 7th 2022

I talked everyday to  support and offered me to escalate my case, i talked to more than 100 people and no one has been able to help me.

No one has called me back to give a feedback....

 

So sad..!

Luis Rodrigo

Jacqui16
Level 2
Worcester, United Kingdom

Hi Quincy,

I'm watching with interest any posts you put out on progress and success on this issue as I too have a similar story and experience still ongoing and not resolved. I've had to block my listing to any new guests as I've lost confidence in my partnership with Airbnb and the ability to resolve matters swiftly especially when nothing on  my account or listing has changed since 2016. I'm also unhappy thar Airbnb continue to take and be paid for bookings but cannot support the host to resolution in a timely way

Jacqui 

Quincy
Community Manager
Community Manager
London, United Kingdom

Hi @Jacqui16, this is not great to hear. I'll have this looked into by the team for you. Please note that I won't be able to provide any payment related info here on the community. Most likely someone from the team will reach out to you, however, sometimes they may require you to contact them (if this is the case, I'll share the contact details here). 

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Luis-Rodrigo2
Level 2
Tulum, Mexico

My Payouts were Paused since September 7th 2022

I talked everyday to airbnb support and offered me to escalate my case, i talked to more than 100 people and no one has been able to help me.

No one has called me back to give a feedback....

 

I updated all my account this week to see if it works.

 

My last ticket: 2020060374542

 

So sad..!

Luis Rodrigo Ovalle Cavazos

Jenny
Community Manager
Community Manager
Galashiels, United Kingdom

Hi @Luis-Rodrigo2 

 

Thanks for letting us know about this.

 

I've passed the information over to Airbnb to see if we can get you some help with this.

 

Jenny

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JC4
Level 2
LA, CA

My case keeps being referred to a “special group”, when it get there it’s is referred to “another group”.

 

So far, it’s being referred to 5 different groups and each one tells me the same “we don’t know, we cannot help”.

Jacqui16
Level 2
Worcester, United Kingdom

Hello I see your last post about non payment was in July. Have you managed to recieve your payments now? Good if you have. 

I'm still trying. I was referred to the specialist team last week but no communication from them until today when I had a message to say your account is open but still no payments or any information about what was wrong. No apology, no name at the bottom of the email. I have lost confidence in Airbnb. I've written a letter if complaint to the Finance Director in the UK branch. I also see that the CEO is asking hosts to email him if any issues so I am considering that next if no movement on this matter. I'm honouring my current bookings only and have closed my listing to any other bookings but I'm pretty gutted about it all as I do love being a host and the income pays for my family holiday. I feel let down having worked hard to build up my small contribution to the Airbnb family since 2016. 

I do hope you have more luck than me. 

Jacqui16
Level 2
Worcester, United Kingdom

This terrible JCA and I'm having similar issues. I've today written to the finance team for the UK but I'm feeling despondent and disappointed in Airbnb and my confidence in the partnership has dropped. The rhetoric about support has not been followed up in practice. 

Mike-And-Jane0
Level 10
England, United Kingdom

@April447 why do people always want to start a class action lawsuit? Just use the small claims court process and Airbnb will almost certainly not even bother to fight it and you will win by default.