Missing Payouts, Has this happened to anybody else?

[Susan723]

Any other hosts experiencing missing payments from Airbnb? It first happened to me earlier this year. It was just one payment that time and only a few hundred dollars. After 3 days and receiving no notice of payout I called and spent hours on the email and phone with airbnb. They finally acknowledged their error and issued the payment. For my hours of trouble they sent me a coffee mug. This time the missing payouts total nearly $2k. I have already spent much time trying to get it corrected. So far I am just getting the "we are checking into it" email message. The original rep I spoke with acknowledged to me that there was a mistake made. So now I just get to sit and wait for them to hopefully correct their error again. I wonder if I will get another coffee mug. Frankly I would rather just timely get my payouts and without having to waste hours of my time to get them. Anyway just wondering if this is happening to other hosts and also a heads up to other hosts to be sure to keep track of your payouts.

[Lizzie]

Thanks for the update @Emmanouil5, I'm glad you have received your payment. 

[Sameerah0]

I am currently having this trouble. And the so called 'experts'from airbnb is not much of help at all. 

[Alexandra589]

This issue is still alive and well - I haven't received any of my payouts since the end of August (over 25 bookings). 

@Lizzie Airbnb support is really a joke, they have no clue about what they are talking about - they are all sooo concerned about my issue, but no one ever called back in more than two months since I opened my first case! 

At most, they send a message saying "it was resolved, you will receive your payout soon" or "there's no problem on our side". 

They close any case as quickly as possible, probably for their performance report, solving absolutely nothing and no one is giving any information about why this is happening - very frustrating!

Not cool @Airbnb 

[Lizzie]

Hello @Alexandra589,

Sorry you are having such trouble receiving your recent payments.

I imagine you have already checked this, but you mention you've had quite a few bookings,  I wonder whether you might need to complete the verification for a business account (for hosts who have earned over $15K)? More information can be found on that here in this Help Center article. 

As I say I'm sure this isn't the case, but wanted to mention anyway, as it might help. Let me know if you can.

Let me know, I will also flag your message to a colleague of mine in our Support Team. I hope we can get this all sorted soon. 

Speak to you soon. 

Thanks,

Lizzie

[Alexandra589]

Hi @Lizzie ,

That's right, Customer Support told me about the 15k$/year limit during the first conversations, and I've opened a company account even though I host as an individual (at customer support suggestion), waited more than a week and the payouts were still paused. 

After this, another operator advised me to close the company account if I'm hosting as an individual, so I did.

I contacted again support and they told me there was a flag regarding the business account, and after getting in touch with a case manager, she told me she removed this flag and everything should go back to normal in 3-5 days. This happened more than three weeks ago.

Reading the article you sent me, I'm still not sure if there is any other information I could provide in order for this to be solved. My account has my ID verified, and I also have my home address and my photo uploaded.

To be honest, I don't feel that anybody from Customer Support understands the whole situation - for example, today I got an email from my new case manager that implied that Airbnb has no fault in this and it's probably my PayPal account (my PayPal is fine, I have received and sent payments in this period).

I could really use some help from someone who is not an operator at the call center - I've tried to approach this issue with them in all possible ways and still no luck. 

Thanks

[Lizzie]

Thanks for the extra information, @Alexandra589.  I'll see if there is anything else we can do, and let you know if I find anything else. 

Speak to you soon.

Lizzie

[Julie534]

I believe Air BnB has lost their integrity - you better always double check them.

[Ajay37]

Our payout has been missing since 10 days, and airbnb is only telling they will look into the matter, no response since 2 days.

This is really sad and unexpected of airbnb.

[Maya41]

Hi i am also missing a payment for the first time since joining Airbnb. I have checked for 7 days now, no payment done and no money received in my account. I did contact my bank, international desk, acc to them there is no payment pending and i must take it up with airbnb

I did speak to someone from Airbnb last week.... acc to them payment was released.........but to who and where?

What to do next??

i am in South Africa , who can i contact?

[Maya41]

Hi Rob

is it possible for anyone to send me an email address........then i can send proof that no payment was done or as the "email"claims....was done twice..............!!! and money will be deducted from further earnings>

so far i have not been helped, since airbnb claims the money was paid. 

and i have read and checked all the above mentioned and i have had my bank done all sorts of enquiries....they cannot help since the problem is on your side. 

Please can Airbnb sort this out asap

thank you

[Karen2365]

What is the best email address to use to get my non payment issue resolved?

[Kimi-and-Mark0]

We haven't been paid since 11th October and are now owed $3,500.  I got one response from the Help Centre asking me for more info and suggesting I contact my bank.

Of course, we all know that this is not my bank's fault.  It is a common problem with Airbnb.

I have provided Airbnb with the information they asked for and ... you guessed it ... nothing!

I called the Contact Centre this morning and spoke to a friendly, but completely unhelpful person who said they would send a message to my Case Manager  on my behalf.  This customer service person had no authority to do anything.  Of course, nothing from the Case Manager.

I have another $4,500 of bookings for the next month and I just cannot afford to have these people stay at my property without me getting paid.  I have to pay housekeepers, linen service and all of my other bills.

I guess the best option is to cancel my Airbnb bookings and hopefully migrate the guests to another platform.

Perhaps I should drop an email to Brian Chesky and see if he will reimburse me ...

[John1574]

-  

@Kimi-and-Mark0 

try using other methods to contact customer support like Twitter and Facebook: they can also be effective, sometimes more so.

all the contact information is available online.

And contact @Lizzie a moderator of this forum.

Best of luck

[Kimi-and-Mark0]

I sent an email to Aisling Hassell and Brian Chesky.  Aisling must have forwarded my complaint to some senior customer service person.  I got a reply pretty quickly and they promised to help.

After 48 hours, they sent me copies of the transaction reports for the transfers, but there is still no money in my account.  Airbnb told me to send the transaction details to my bank and ask them to trace them.  Seriously ... even I know that "Trace and Recovery" actions can only be initiated by the transaction originator.  So, I rang my bak anyway and, sure enough, as they have no record of the transaction, they have no authority to chase anything.  Only the originator has the authority to trace the funds.

So, I told the customer support staff this.  their response was to tell me to go back to my bank.

I am a bit lost for words as to this completely moronic attitude.

Fine.  if they won't listen to me, I am off to the police tomorrow to lodge a fraud complaint and then I will be sending an email off to a contact I have in the media.

Also, the poor guest I have coming in on Saturday is going to get his booking cancelled.

So, I have emailed Aisling and Brian again.

Really, for it to go this far and to just be fobbed off is disgraceful.

[Susan17]

@Kimi-and-Mark0 

Standard practice for Airbnb, unfortunately. Which is the payment entity that appears on your bank statements?