Payout not received and no support from Airbnb

[Beatriz1127]

Hello Airbnb Community, I am reaching out here because I have been trying for weeks to solve an issue with Airbnb support center about a payment I am owed for my current guest who is being hosted at my apartment. I am a super host and have been receiving 3-4 guests monthly in my apartment, I have never had any issues with receiving payments until now.

The payment was sent on May 22 with a notice that I would receive it in up to 7 business days, but now it will have been 9 business days - and I have reached out to Airbnb and my bank several times , airbnb claiming to have successfully sent out the payment and my bank repeating that the payment has not been identified, regardless if the receipt Airbnb sent me. There have been no changes in my bank account during this time- no one seems to know what the issue is and I’m worried if I don’t bring attention to this urgently it may not be resolved for weeks or even months. Has anyone had an issue like this? 

[Alicia753]

@Beatriz1127 have you tried checking if there's any banner that you need to verify your info to continue receiving your payouts? Also, have you tried providing payment tracking from Airbnb to identify where the funds are to your bank? I believe there is a payout reference number when you go to your transaction history. Provide this reference number to your bank for further investigation. Simultaneously, escalate the issue with Airbnb by requesting to speak to a higher-level support or supervisor. Hope this helps! 

[Bhumika]

Hi @Beatriz1127 , since it's been a while since you posted, did you happen to receive any updates related to the payments? Host @Alicia753 has shared some useful tip above. Did you reach out to the Support team again in this regards?

[Beatriz1127]

Hello, yes I tried all of the above, I sent the receipt to my bank multiple times and no one could trace the payment. I discovered recently that my bank stopped receiving international transfers a month ago, and this is probably why the payout never came into my account. I am now trying to urge Airbnb to get in touch with their banks that made the transfer to look into my case more carefully, as I will need to make a new bank account and they will need to send the payout again to the new registered bank account. 

What is frustrating is how long Airbnb takes to assist me. I have sent messages and the specialists sometimes take an entire 24 hours to get back to me on my days off, claiming time difference is the reason of the delay.  I am a visitor in a foreign country renting my apartment in brasil and had to buy a plan to be able to contact Airbnb on the phone because nothing was getting resolved through the chat.

Now it has been one entire month since the payment was sent and I was hoping due to the gravity of my case they would be doing more to reach out to their bank and help me, but I fear it will take much longer and I will have to fight for the money I am owed with little to no real help in retrieving it. 

[Beatriz1127]

Hello, yes I tried all of the above, I sent the receipt to my bank multiple times and no one could trace the payment. I discovered recently that my bank stopped receiving international transfers a month ago, and this is probably why the payout never came into my account. I am now trying to urge Airbnb to get in touch with their banks that made the transfer to look into my case more carefully, as I will need to make a new bank account and they will need to send the payout again to the new registered bank account. 

[Marie8425]

@Beatriz1127 

Did your bank receive a transaction but deny acceptance?  If so then your bank has proof of returning the money to Airbnb's account.  Airbnb will  need that receipt number because their account  has a large volume and traffic, they need to know what  they are looking for

[Beatriz1127]

Hello @Marie8425  I've tried speaking with my bank multiple times showing them proof from Airbnb that the payout was sent to my bank, and they repeatedly have told me they have not received anything. They suggest I speak with Airbnb's bank that sent the payout, so the communication has been a back and forth ping pong nightmare where I get leftin the middle with no resolution whatsoever. I am doing my own detective work goign after the middle-man in between two banks and as far as I can see there are 3 or even 4 parties involved in this payout process. No one has been able to help me.

Truly dissapointing that I have not been able to speak with someone from Airbnb who would look closer at my case. The time is coming to find a lawyer soon, otherwise I will be like many other airbnb hosts who I see here with over 5/6 months with out receiving their payouts. 

[Salma164]

Hello Beatriz, hope your case was resolved, i am facing now the same situation, any news? Did it affect your following payout as well? Thanks