Dear Community,
I am not sure if anyone in here can assist, but since 11. December 2022 we have had our payouts suspended due to KYC. They now owe us over 100 000 USD, this is truly effecting our company and we also at the stage where it is effecting staff and salaries etc.
We have been host for 7 years, with 70+ properties, we did some changes to KYC and suddenly we got a message from Airbnb, that they needed a passport from a person that is not related to our company at all, so we needed to fill out KYC again, 10 days went, they needed more passports when it is only possible to upload 1 passport, we screenshot and asked where to upload together with our offical company papers and shareholder list.
Another about 10 days went with no answer, then they asked to fill out again due to a tech error, we did, again hear nothing.
Talk to customer service more or less everyday on phone and trough messages, they say and write the higher department will soon be in contact with us, and even said will call me within the day (many days) ago.
I have askes for direct e-mail, phone number, asked if we can fly somewhere for a meeting, they provide 0 information.. Where we can send official letters, just get the San Fransisco department.
We do know they have a office in Singapore so considering if it is worth visiting them there to see we can solve this?
The service team is probably doing their best, but this is truly effecting our business. We are thinking if this is even legal?
This has resulted us having to pause our 70+ properties and trying our best to get bookings trough other channels that do pay..
If anyone here in this community have any suggestion on how to get in touch with the right people here i would be grateful, as i am sure this is a 10 min fix if someone in Airbnb just reacted..
This is very frustrating and we just want it resolved, HELP!