Missing payout

[Rick4729]

I have had a situation where guests came in on the 28/12/2023 and left on the 31/12/2923 and have not received the payout for them even though Airbnb sent me a notification on the 29/12/2023 saying payment was sent as normal.

I thought there would be a delay over the new year due to public holidays but realised after I received a payout from guests that left after the missing payout guests.

 Contacted Airbnb and they said that the payment was sent on there system and that I needed to contact my bank ( I did this).

my bank informed me that there was no transaction for the amount of money that is missing coming in or going out of my account and that I should contact Airbnb as the bank can not track a transaction that has not been received by the bank.

 I contacted Airbnb again ( 5 calls as well as countless messages) by this time and was told that on there system the payout was sent ( getting very frustrated) I said that I have been told this multiple times and that this does not make the payout magically appear and that Airbnb needs to solve this situation of the missing payout, I was informed that the representative would be escalating my case to a team that would be able to help me ( I thought finally something will happen) to be then informed that the escalation team can not call me to talk to me, they can only communicate with me via email or message in the app..

how do I sort this situation out??

please help 

[Rick4729 · Accepted solution]

I do not know what happened but after contacting my bank, Airbnb and the Airbnb community centre yesterday the lost payout magically appeared into my bank account.

the strange thing about it instead of the normal reference number that is normally attached to the deposit it was referenced Airbnb Payment instead of a number..

It seems that somewhere along the line someone realized that there was a problem and was able to fix it..

 really appreciate your support.

Rick

[Zamangwane0]

I have also not been paid for guests I hosted on 30 -31 December 2023 and 31 December to 02 January 2024. My bank informed me that there was no transaction for the amounts that were missing and that I should contact Airbnb, as the bank can not track a transaction without proof of payment. I have been trying to get proof of payment from Airbnb, and they are telling me that I must send an email message that was sent by them informing me that a payout has been made. It's so frustrating, to be honest.