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.

[Michelle2167]

Hi , how long did it take to resolve your payout issue? 

[Ella54]

In my case it took a little bit over 24 hours of it the being late. I did give hell, was more than willing to take it public and to the media if needed, and I have stated that since they not honoring their agreement/terms when it comes to collecting AND releasing my money, I will not honor my agreement and not allow next guests to check in. I was told that there would be consequences, but since obviously they are in breach of agreement with you when not releasing your money why should you uphold your side of it?? They're more than capable of paying you what they OWE you. They obviously collected money from guests. I find this whole situation outrageous and unbelievable that it has been going on throughout the years. Think about how much interest is being collected. They already are holding your money once they receive it from guests and now holding it any day pass your actual payout is unacceptable.

[Laura2592]

Bumping this-- still missing a payout from Dec 22. Spoke to the guest again this morning and he thinks it should be all sorted-- he had some issues with his second deposit. Nope. Still nothing. 

[Cynthia714]

Hello, I'm running out of ways to contact airbnb support. 

I've missing payout issue, in nov 2019 i got triple payout from one reservation, therefore airbnb sent an email said that will withdraw the excess from future reservation. But even though there is NO excess anymore, i still don't receive ANY payout (missing payout). 

I've messaged multiple times. 
I've phoned multiple times. 

CS from abegail, ritu, jonah, maria, june, maybel, etc. 
My case got CLOSE everytime i asked for progress n clarity.

i explained my case all over again to each n every cs everytime my case got close since 1 month ago.

Please wait. Escalate to airbnb case manager. Please wait. Escalate to accounting division. Please wait. They will get in touch with u asap. Please wait. Escalate to specialized team.

I waited. But the case went nowhere. No one catching up. No message, email, phone. NOTHING. NO PROGRESS. n i contact again, n i explain again.

Actually, it is airbnb responsibility to get payment done before accepted reservation sign appear in host dashboard right????

So why i not yet get the payout? WHEN?

why simple things like this, a problem cause by YOU airbnb, become so complicated? Being dragged n delayed n escalated here n there, week to months n no exact date of when will this be sorted out.

[John1574]

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@Cynthia714 

What a mess!

We hear you, we feel you, and we're watching your case to see how it gets resolved.

You are absolutely correct in everything you say.

Please, keep posting follow-ups until you get a resolution of one sort or another.

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[Cynthia714]

Hello @Lizzie, i have missing payout since December.. Been messaging n phone airbnb support with no response nor solution for a month. So tired. 

[Bez2]

I am also missing payout for 13 guests between  Xmas and new year of over eight hundred pounds. Disgusted with customer services attitude. They have now had to close my case so they can hand me over to the ‘dedicated technical team’ and could take 30 days, with no way of contacting the ‘technical team’  directly, have no faith in this procedure as Airbnb failed to pay me for a last minute booking in 2018. It seems there are a lot of people experiencing problems with payouts, I wonder how many? Not good enough, superhost status seams to mean nothing!

[Stephanie]

Hiya @Bez2 ,

So sorry about this situation, it's dreadful. I've just shared your case with the team and I hope to get you some information soon. When and what was the last thing you heard from support?

Thanks for your patience,

Stephanie

[Bez2]

Hi Stephanie, below is the last email I had from ananomous customer support, very unhelpful with a ‘don’t  care’ attitude. I am very upset as I worked my butt off to accommodate these guests and make sure they has a good stay. I am reluctant to review them in view that I am angry and might say something I regret, the review window closes today and they were great guests. I have been a super host for years and it is apparent that this means absolutely nothing. Please sort this out for me and email me the result of your findings. why does it take so long to sort out?  Bez 

Hi again Bez,

Thanks for your reply.

Rest assured you will not be left hanging. Once the payout is released, you will receive an email. I understand your frustration with this. Unfortunately we cannot give any time frame as to when the issue will be fully resolved, but we do have a dedicated team working on it right now and as I mentioned once it is resolved, you will receive an email confirming the payout.

If you have not heard anything back in the next 30 days, you can reach back out to us, and we will do our best to provide an update but hopefully it will be resolved in the meantime.

Best wishes

[Bez2]

Update- finally got my payout! Don’t give up!

[Niloo6]

could you please say how long it took and how you managed? My payouts for over 12 hosting have been missing for 2 months now...have contacted the support so many times but they don't seem to lift a finger! I am so scared for all this money and so helpless...

[Niloo6]

@Bez2 could you please say how long it took and how you managed? My payouts for over 12 hosting have been missing for 2 months now...have contacted the support so many times but they don't seem to lift a finger! I am so scared for all this money and so helpless...

[Stephanie]

Great news @Bez2 - the last I heard from the team was they would be reaching out to you (which would have been 2 weeks ago now.) Can you let me know if they did make contact?

Thanks

[Michelle2167]

Same thing has happened to me! Missing payout for 28 December showing in upcoming payments. Exactly the same response stating that they “need to close the case” so the technical team can look at it?! Zero resolution. Still waiting, have messaged called and tweeted and been told to be patient whilst they resolve the issue.... 

[John1574]

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@Michelle2167 @Cynthia714 @Bez2 @Susan723 @Laura2592 

Leave the Airbnb platform -- if they mess up your payments and can't correct it immediately -- move to another short term rental platform until Airbnb gets his act together or begins to operate as an honest broker.

Perhaps that will get their attention: in the meantime they are using Host money for some purpose while it seems to be held in limbo: it's not in your account, but it is in someone's account earning interest. Do the math: it could be a lucrative operation for Airbnb.

Interesting how it seems to be happening in certain parts of the world more than others.

And no explanation forthcoming from Airbnb. Conveniently, they seem to not have a clue what causes this. I asked Lizzie, the moderator here a few times and there is no answer that she can provide. Just a vague, "well it's complicated blah blah blah".

When many people leave the platform when this happens Airbnb will miraculously solve this problem. That's my guess.

Now watch Airbnb begin withholding my payments. lol

This thread: 14 pages and counting.

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