I have not been paid

[Bec3394]

Is anyone else experiencing no payment from AirBnB? I am now looking at taking this to the media as it is unlawful and unethical to be holding any payments back without sufficient evidence and explanation. The support team are terrible even though we pay through the roof for it. It has been two weeks of pain, no payout and I am now removing my listing from Airbnb and my mothers. The hassle and expense is totally not worth it and I do wonder, what the hell has happened to AirBnB it used to be so amazing but now it is nothing but a nightmare. Help please!

[Florence1041]

hi Kyle so sorry to hear your experience with Airbnb , same here in NZ . Just did Reno in my house so cost me a lot of money , to set up a nice cozy bnb to enjoy the experience of being a hosts and welcome guests everywhere in the world . It’s my little business as iam not working so my only income . First guest left on the 26 December and since have been fully book . Absolutely no money came through since . Had multiple people on phone and very stressful as lam French and dealing with Indian speaker is not easy for me so it’s turn out as a nightmare! Always the same story : I will give your request to an another  team member , or your money have been released check with your bank, did that 3 times and nothing wrong from their end ! Do we have any rights legally ? I really think they are working  with our money for their interests iam sure all that is from lockdowns and Covid . Because the travelling works shut down so now they want to make money somehow !!!!!  

[Kim2237]

Gosh how did you go, Florence - resolved? I'm experiencing this now - my 'cycle' (non payment) started March 8th and nothing since! Same insane experience as you. I'm wondering if yours came through 'miraculously' at about the 30 day mark, which might be their own debtor cycle hence holding onto random payments continuously?

Who could possibly believe at this point that it's a mistake that gets repeatedly made and they can't fix it after months of knowing exactly what it is? Seems like they're going down. I'm glad only a small amount of my bookings come through there now as it's easy to leave.

[Angela3809]

Hi Kyle,

I've just had the EXACT same issue to the T! My bank details listed went into red mode and I had to delete and re-add. The details have been re-verified and I've received the payout IDs all over again...BUT I am waiting for these payments to come through again...to the same identical re-added bank account! I am DONE with the call Centre, its the same sing and dance and they do not understand my issue at all. 

What did you eventually do to get the monies paid out? I am at my wits end here...

[Rebecca]

Hey @Angela3809, I just responded to you on the 'Payout delayed' thread so just copying this here too. 

I noticed that your Airbnb is located in South Africa. In order to receive funds locally, Hosts will need to sign a reporting form for the South African Reserve Bank (SARB). The form must be completed once a year when the Host receives a payout (ex: for their first payout of the year for existing hosts). Hosts will receive an email from Exchange4Free with the reporting form.

Here are some articles from the Help Center that may support you: 

✨ Do I need to complete the Exchange4free form that’s sent to hosts in South Africa?
✨ Responsible hosting in South Africa  

I hope this helps and you get your payout soon! Please reach out if you have any further questions. 😊

[Angela3809]

Rebecca, can you confirm what Bank the form came through via email? I may have missed something from Bidvest Bank...but one never knows if they are scams or not.

[Kyle926]

I would also recommend sending a link to this thread to the AirBnB person you are speaking with. It is incredibly frustrating and one thing I experienced was AirBnB love to close down messages when they can’t resolve. Seems like no one at AirBnB shares information. The more of these issues I read the common thread is stress, anxiety, and desire to leave AirBnB. I’m in exactly the same position right now. I have blocked out my availability while I consider if all of this is worth it. It doesn’t make a difference if you’re a Super Host or not either…

[Neil646]

So I had that problem with VRBO then Booking.com. I paused future bookings. I messaged all current and future guests and informed them that I had to cancel their reservations (example below). At first the customer service wouldn't pay me any attention. But when the guests started calling them and complaining how they were screwing up their vacation things changed. Customer service started calling me trying to compromise. Once I received all of my money then I change they payout method. I changed it over to receive payouts directly to my Stripe account, no more problems. During the time I was battling with them, I blocked their calendar and beefed up my presence on the other two platforms. I am not sure if Airbnb offers the option for direct payout but now hearing everyone's issues I will have to look into it. Until you figure it out, beef up your presence on the other platforms. Think of it from a business mindset. Be prepared to bring in legal support and charge them the legal fees if it comes to it. 
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Example:
I hope this message finds you well. I am writing to share some unexpected and challenging news regarding your ongoing stay. We are currently facing significant issues with Booking.com's payment processing system, resulting in substantial delays in receiving payments for bookings. Which includes yours. This situation is not only impacting our operations but also jeopardizes our ability to continue providing the high standard of service our guests expect and deserve. Despite numerous attempts to resolve this matter with Booking.com's customer service, we have yet to receive satisfactory or clear responses. Regrettably, due to these persistent payment delays, we are now compelled to reconsider our arrangement with Booking.com. This includes addressing the impact on current bookings, such as yours. We understand the inconvenience this situation may cause, especially since you are currently staying with us. We are exploring all possible solutions and would like to offer the following options: 1. Contact Booking.com: We recommend reaching out to Booking.com's customer service to discuss the situation. They may offer guidance or solutions from their end. 2. Direct Arrangement with Us: If resolving the issue through Booking.com is not feasible, we are prepared to assist you in arranging the continuation of your stay directly with us. We deeply regret the disruption and uncertainty this situation may cause you. Our primary goal is to ensure that the remainder of your stay is comfortable and enjoyable, despite these external challenges. Please accept our sincere apologies for any inconvenience this has caused. We are fully committed to supporting you through this and finding the best possible solution. Thank you for your understanding and patience during these difficult times. If you have any questions or require further assistance, please do not hesitate to contact us.

[Lucy1018]

We are still waiting to be paid from the 1 December 2023.  We contact the Support team every second day and continually go through the same process and we being escalated to the specialised team who then call and say they will upgrade us to the specialised team.  We have declined booking requests and going to cancel future bookings.  Has anyone had any success receiving payment and can you suggest any other method to try and get paid by AirBnb.

[Lucy1018]

HI Bec Have you had any luck?  We have called the support team 15 times.  We are constantly told the issue is being escalated but nothing happens.  They keep combining the message threads and everytime we call we have to back to the start and explain the full situation.  They tell us to ask our bank.  We say we have done that 3 times now.  We have cancelled all future bookings and declined all requests.

Has anyone got any suggestions how else we could get paid our money from AirBnb ?

[Jessica3624]

Same here - still no payments, Airbnb support keeps on telling me the money was sent but I still haven't received anything. They even asked me to remove my bank details and re-add them even though nothing was wrong with them. New account (same details) added and verified and still no payments. Seems like support doesn't know how to go/reach the accounts department to check and resolve perhaps? Tenants have been in my place for 24 days for free for now.

[Rebecca]

Hey @Jessica3624, 

I noticed that your Airbnb is located in South Africa. In order to receive funds locally, Hosts will need to sign a reporting form for the South African Reserve Bank (SARB). The form must be completed once a year when the Host receives a payout (ex: for their first payout of the year for existing hosts). Hosts will receive an email from Exchange4Free with the reporting form.

Here are some articles from the Help Center that may support you: 

✨ Do I need to complete the Exchange4free form that’s sent to hosts in South Africa?
✨ Responsible hosting in South Africa  

I hope this helps and you get your payout soon! Please reach out if you have any further questions. 😊

[Kobus13]

Same here, please post this behavior on social media and X as gar as possible