Non payment

[Ashley2166]

Hi.

This is the second guest stay that Air BnB have not made made payments for. When speaking to "support", I am met with outrageous answers, the most common catchphrases being"..a bug" and "..a glitch".  They are absolutely working on it and will get back to me shortly! Surely this sort of obfuscation of payment is unethical, if not illegal? Does Air BnB not grasp that the hosts and their property owners are the backbone of their business model? 

[Joan2709]

@Ashley2166 

I'm a bit confused as the profile says "Ashley" but a recent 1-star review said "Jules" is managing the property, but there is no Co Host listed?

[Helen427]

Regardless @Joan2709 , @Ashley2166 has the lawful right to be paid in accordance with ABB Policy which is within 24 hours which he has not which is unacceptable.

@Ashley2166 , Did you have a Guest request or get paid a Partial Refund?

If so, this is taken off until those payments have covered that from future Guests, alas it should still automatically process future payments however we have found there's so many blockages caused now through Trust & Safety decisions that ABB Tech Team/ Engineering need to also sort out as they are not so much as legal.

There needs to be a clean out of that Team as there's Laws in place they are in breach of with boundaries crossed that amount to Intrusions of Privacy and Common Decency.

All businesses are required to understand Legislation and apply it in a fair and reasonable manner, that also includes providing trained Human Beings who understand and apply Legislation as we are Human Beings not a "Machine".

The Education system has much to be answerable for with the use of Machine Learning / Computer systems the last 40 years as does the Computer Society and it's members as that's why there's so much rubbish we are being subjected to across society.

[Joan2709]

@Helen427 

Do you have suggestions to help @Ashley2166 with the current non-payment issue?

[Helen427]

 @Joan2709 , Airbnb need to sort out there process systems as per DPC Ireland decision which they have not being.

There's no point reaching out to Customer service as they don't read or comprehend Policy and are an endless Robot.

These are frequently back of house Engineering technical matters that 

@Brian needs to reticfy in house as the CEO.

[Joan2709]

@Helen427 

Again....what are your suggestions to help @Ashley2166 with his current issue?

[Ashley2166]

Absolutely Helen! Reaching out to Customer Service has been an absolute waste of time...

[Ashley2166]

Hi Joan. This one star individual booked our property, after a viewing, for 10 months. Jules, a friend, showed him the property (I was away and made arrangements with 'booker') one month prior to his  scheduled, and booked arrival. This one star individual then cancelled the booking on the day he was meant to arrive...Jules is not a Co Host. I do hope that this clarifies this issue for you? Not quite sure what this has to do with Air BnB not paying their bills. Incidentally, I still have not been payed.

[Joan2709]

@Ashley2166 

Thanks for clarifying that. From your previous post it sounded like the guest completed the stay and you just weren't paid. Sounds like they cancelled the stay on the day of arrival and never stayed?

Sometimes Airbnb suspends a payment if there is an ongoing issue with a guest, or if they suspect fraud of some sort. Since we are not able to see your communications with this guest or Airbnb, not sure we can shed light on what might be happening.

If this guest never stayed at the property, they should not have been able to post a review. You said they cancelled the day of arrival and never checked in? I would see if Airbnb would remove the review based on that.

Since this was a cancelled stay, you would be paid based on your cancellation policy. If the cancellation was due to a problem at the property, and Airbnb approved a full refund, then you wouldn't be paid. Looks like the most recent review prior to this guest was Aug 2021? Did you have any pending charges against your payouts that would negate any payments for this booking as @Helen427 mentions? 

Your Payout if a Guest Cancels

https://www.airbnb.com/help/article/1335

If your guest cancels: If they cancel either before or after a trip, they’ll be automatically refunded according to your cancellation policy.

If Your Guest Cancels

https://www.airbnb.com/help/article/43

"Guests who cancel will receive an automatic refund if your cancellation policy permits it. In some cases, guests may qualify for a refund under our Rebooking and Refund Policy, or our Major Disruptive Events Policy, regardless of the cancellation policy for the reservation. Was your guest's stay not up to your hosting standards? Learn how to issue a partial refund."

Hope you are able to get this resolved and do let us know how it goes.

[Joan2709]

@Ashley2166 

South Africa Payouts

Although your listing is in France, you mention you live in South Africa. Lots of issues reported recently by Hosts with payouts to South Africa bank accounts. Apparently there is an issue with Bidvest/AZAFinance and the annual mandate you need to sign. See this thread:

https://community.withairbnb.com/t5/Help-with-your-business/Payout-issues-in-South-Africa/td-p/20370...