Missing payout

[Nanxing0]

I had a guest booked my listing for one night 4/12-13. He checked in and on the next morning asked me if he could extend one night. I sent him the alteration request and he approved it but soon I received an email from Airbnb saying they had difficulty collecting payment. The email stated that I could cancel the reservation penalty free if it's before the check in time or leave them a note. Unfortunately it's not before check in time so I cannot cancel it. I informed the guest and the guest told me he fixed the issue and asked me to try again (of course I couldn't do anything on payment). I never received any update from Airbnb after that and the reservation showed updated to 4/12-14. However after the reservation ended I checked my email but I never received ANY payout from this reservation.

I'm so confused about the payment collection procedure that even the additional payment for the additional night had problem, am I supposed to receive payout for the initial reservation that they were supposed to collect payment from guest before he checks in?

[Nanxing0]

Update: The customer service representative got back to me but simply forwarded my case to another associate "who can help". I'm still waiting for the other associate "who can help" to jump in. It's been 3 days after the guest checked out and I haven't received a penny for this reservation. The guest says he can see the first charge on his card for the initial payment but not the 2nd one for the additional night. Something is wrong in the Airbnb system that they charged from guest but never released anything to me.

[Nanxing0]

Update: Airbnb customer service has been NON-RESPONSIVE! It's been 6 days since I started asking about this issue but I only received some completely meaningless replies from the representative in the first 2 days telling me this:

"Thanks for reaching out to us regarding this issue. I've forwarded your inquiry to a member of our team who can better assist you. They'll be getting in touch with you soon.

In the meantime, please feel free to respond to this message with any further questions or concerns."

And then after that they stopped responding to me since 4/18 although I sent several messages in the past few days nobody bothered to even reply to me. This is BEYOND RIDICULOUS! I haven't received a penny from a finished reservation and I'm sure Airbnb received at least the first portion of the payment before the alteration and they are not releasing to me at all.

[Kelly1221]

Hi,  I've been waiting on my payout for 3 weeks now.  My guest checked in on April 1st and paid in full to stay at my cottage.  At this point, Airbnb owes me $3765.  I have called in 10 times since the first week of April and have spoken with numerous airbnb customer service reps who all have told me that my case has been marked Urgent and that it is being handled by a special team.  I'm also told that someone will call me or email me directly about the status of it.   Outside of one person who left a short message for me with no pertinent information in it, I have never been contacted.   It's very frustrating and I can see I have made a mistake in trusting Airbnb.  I'm keeping my listing up only with the hopes that I will get paid.   I don't know what their problem is or why it should take weeks for my own hard-earned money to arrive in my bank account.  Has Airbnb been hacked?  Did they lose the funds inadvertantly somehow?  Are they so down in their usual bookings that they are withholding money that should go to Airbnb hosts?     It's all a mystery and I'm very frustrated.    

In addition, this is the second time I've posted on this Missing Payout community board.   The first time I tried to post, it was immediately deleted.  I'm hoping that this second attempt will stick. 

[Lexi5]

I am having the same issue. Airbnb made a CoVid 19 resolution of $2178 which refunded the guest and charged us the $2178 that we never received. They are withholding all of our payouts since this cancelled booking which has been over a month. I have called in every day and received no assistance, many times being hung up on by a rep. I was advised that airbnb has let go of 2000 employees this week. My ticket has now be closed by the bot and I have to start all over again. I am actually disgusted by this company's response and service. 

[Sarah977]

@Kelly1221  "Are they so down in their usual bookings that they are withholding money that should go to Airbnb hosts? "

I think you hit the nail on the head.

[Kelly1221]

Unfortunately, I think we're on to something here.  Regardless of the what their reason is, it is so disappointing and lacking in integrity to treat Hosts in such a fashion.  I agree with your comment "Beyond Ridiculous!"   

[Shara78]

Hi I am missing payout from Airbnb too. I made so many call and messages and now they telling me to update my account details. I have done but still waiting for my payment. My last payment was in April since then I had no payment and I am sick of calling and waiting online for at least 15 minutes. Any suggestions or advice? 

[Mary1685]

It looks like the writing is on the wall and AirBnB is embezzling our host money until they declare bankruptcy. So awful of them.