Hi
I have been hosting on Airbnb for nine years. In Early September of this year (2024), Airbnb put my payments on hold and said that they needed more information from me about who owns the houses that I am managing.
When I first tried to supply the information on the link that Airbnb supplied, the link had no fields to fill in, so I replied on the ticket saying I could not fill in any info and I got an apology and a new link was sent. This time the link worked. I supplied the information within a week of getting the link around the second half of September. I then anticipated getting my payments released.
After a few days, I prompted on the ticket to see if more information was needed, and if not, could my payments please be released. No response. I did this a several more times and no response at all.
After another three weeks of prompting on the ticket, no response from Airbnb and the payments were still on hold, so I called Superhost Support. I got a very friendly and helpful sounding support agent who thanked me for being a super host, listened to my problem, repeated it back to me and then took a short while to check my profile and came back to say that there was no further information required from me according to what she could see on my profile and that I could be assured that the Specialized Team was working on it. She promised to let the Specialized Team know that I had called in and encouraged me to be patient and hopeful, as the problem would very likely be resolved soon.
Another week and no payment. I called Superhost Support again and again got another very friendly and helpful sounding support agent who went through the same process as the first, thanking me, listening to my problem, repeating it back to me, confirming that no further information was required from me, encouraging me not to give up hope etc., and promised to let the Specialized Team know that I had called.
Over the next month, I called another four times at intervals of about a week. No change to the response from each of the Support Agents that I spoke to and still no payments.
It is now two months since my payments went on hold. I am borrowing money to fund the business as I still have service providers to pay and bookings on Airbnb to fullfill.
What does one have to do to get noticed by someone in the Specialized Team? Is there second line Support that I can call? Someone who can actually solve my problem rather than just giving me platitudes and encouragement? Is there something else I can do or should be doing?
Looking forward to any advice.
Kind regards
Richard
