Payment not received

[Uvika5]

Hi, I have been calling air BnB support for the past 7 days regarding payment that has not been made out to me.

the guest has left and I still have not received my payment.

the air BnB support structure is one of the worst, every person I spoke to said they are sending my case to a specialised team that will get back to me within 24 hours and to date no one has contacted me.

its more than a month and I still have not received my payout.

is there anyone who can actually assist?

[Emiel1]

@Uvika5 

Did you check the status of your payout in Transaction History ?

[Uvika5]

Hi Emile

yes I did and nothing there either, I called again and the guy from support said it’s kyc documents but I have already provided that 2 years ago and I checked it on my side it says all is verified.

[Joan2709]

@Uvika5 

If you are receiving payments at a South African Bank, there are special requirements including an annual Bidvest mandate form that must be signed. Also if your Airbnb profile name doesn't match the name on the bank account (business name?) there can also be issues:

See this thread:

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

[Uvika5]

Hi Joan

truly grateful for your response and assistance, I have gone through the thread from the link you provided, I will also email Velma and hope I get a response I will also contact Bidvest bank and hope I get headway.

thank you so much 🤗🙏 I will post my progress.

but this has been great help already I’m starting to believe there is still hope with air BnB.

[Bhumika]

Ho @Uvika5 , thanks for sharing about the payout issue with hosts. Did you get a response from Bidvest or Airbnb Customer Support?

Whenever you have a moment, please feel free to share any updates or progress regarding the issue. 

Kind regards,

[On-The-Bay-BandB0]

Hi, I would like to follow your query, as we have been struggling with this KYC thing as well. 
We have done the verification, then realised the issue was with the host/business name and kept requesting for assistance to correct as it was before. (I think they can request this annually, not sure).

Multiple calls to them, multiple links sent to us to click and correct, but none of the links were where you could edit your info.

And the same story..... case is escalated. It has been months now, with money due to us as far back as November 2025.
We have made sure while on the phone with an agent that the following are correct and reflecting: the host details, business name, property/reservations manager and advised again that nothing has changed. It is still the same business, same bank account and the same host as it has been for years.
They are getting paid as soon as a guest makes the reservation, so are earning interest on that money PLUS, we pay commission on each booking.
Should we not get interest on our money that should be in an interest bearing account?
At this stage, we would just be happy to actually just receive what is due to us..

Apologies for the essay on your query and hijacking your post, but more people should make this public.

As a small business, how are we to survive hosting their guests with no payment for services rendered.

WE are carrying the costs of cleaning, laundry, staff, amenities etc and spending hours and hours on admin trying to get payment.
It is totally unacceptable and if anyone knows the way forward, we would appreciate advice.
Thanks,

Regards

[Helen427]

@On-The-Bay-BandB0 @Uvika5 @Emiel1  and others 

There's a vast number of stories here in Airbnb community of people sent around in circles trying to get payments.

It raises questions, how many of us have tried and still not been paid?

There's some very good and informative discussions in here, past and more recent that raise important points.

Meanwhile, it would be wise to pause your listing until your monies owed are paid rather than not be paid, or have to pay penalties for having to cancel.

Airbnb's Customer support is non existent - look up Business Process Outsourcing and follow the news on them, it's an eye-opener.