KYC Department dealing with Trusts as beneficial owners

[Saien0]

Hi, 

We have been experiencing the same issue, with regards to Airbnb asking for ownership documents for a 3rd party with NO beneficial ownership of the trust but merely acting in an administrative function. Which is also mentioned in the trust deed. After pointing it out many times to the robot behind The KYC department, still no luck or understanding regarding this situation. My payouts have been paused since July 2024, being over 6 months now. 

The response time is extremely slow and i am told that there is no possible way of getting someone from the KYC department on a call to resolve the issue. Myself, along with many other hosts are experiencing the same issue with no resolution in sight. It is as if we are talking to a brick wall with no compromise or solution to the issue. 

Has anyone experienced this issue recently and have any way of finding a solution or details of someone who i can call, as the agents working on this case are incapable of understanding the statutory requirements of the a Trust and its setup. 

Any assistance from Airbnb or the community will be appreciated. 

Kind regards

[Shelley159]

Hi @Saien0 

Here is a similar ongoing thread 

Re: South African trusts and payouts - Airbnb Community

[Emilie]

Hi @Saien0, 

I'm really sorry to hear you've had some issues with your payouts for a few months. I wanted to check in and see whether you'd managed to find a solution with the help of the support team since you last posted?

It would be great to know how you're getting on. 🙂

Thanks,

Emilie

[Wayne13]

Hi Saieno

Air bnb have asked me for the trust feed documents, I am assuming this is also what they have asked you for. 

So you manage to find out where to get these and if so do you have an idea of what they look like? 

[Nicola3819]

@Saien0 did you manage to get this sorted out?  I am absolutely desperate to get my payout issues sorted out, having the same problem as you.  

[Daniel14022]

Hi I am going through the same issue now. I am unwilling to list trustees as 'beneficial owners' as they are neither owners and are not allowed to benefit from the trust. Air BnB does not understand this. It is like talking to a wall. They are actively pushing me towards being fraudulent in order to complete their form which only allows for max 4 people to be involved ( we have 3 trustees and 3 beneficiaries) , no room for explanation or notes and no room for discussion. Air BnB is forcing us to describe ourselves in a way that is not true, it is not a know your customer policy but we want our customer to describe themselves the way we want even if it is fraudulent. UK KYC policy uses the phrase Persons of Significant Control (PSC) which is much clearer and flexible, in our case that would be the trustees. Air BnB revise your form !!!! this is crazy..ö