Missing $1050 payment several months

[Chrissy-and-Logan0]

Hi guys, 

I've been hosting for several years. I have three listings, and I'm a superhost. Back in June we had a guest that stayed at our property and had a very, very small family only wedding here as well. We charged them $1050 for the event via a resolution payment on May 18th. It wasn't until I was doing the accounting that I noticed the payment for the event was missing. It strangely says on the resolution center that it has been paid, but in the transaction history (post, pending, or upcoming payouts) it is not there at all. 

I immediately called airbnb support and they acknowledged that there was an error and that perhaps the guest's credit card lapsed or expired, and that the issue has been escalated to the payments department. Well guys that was back in early July, and today is September 3rd and I still have not been paid for this! I have called and emailed countless times only to be ignored. 

I'm so frustrated by the lack of professionalism with airbnb. I'm constantly starting fresh with each new person I talk to, and left in the dust that someone will eventually call me back. 

I'm at my wits end about this. Any suggestions? 

[Mike-And-Jane0]

@Chrissy-and-Logan0 I suggest you message the guest and ask them if they actually paid. At least that way you will know where the fault lies.

Bizarrely, in the ToS Airbnb do not take any responsibility for actually collecting money from our guests. I say bizarrely because this is a bit fundamental to the service they provide. I wonder if it could be challenged (in England) as an unfair contract term...