Problem receive payment from Airbnb

[Agnieszka94]

This complaint is concerning the first booking we receive through Airbnb, December 15, 2022 to March 15, 2023, for which the money had been timely collected by Airbnb but I (the owner of the property) have not received the payment until today, 31 January 2023.
I started inquiring about my payment already in December 2022, continued on the 2nd and the 5th of January and on a daily basis since the 10th of January 2023. The answer of the support staff to my questions was, that the transfer should be processed within 3 to 5 days since providing all the information requested to the Airbnb account security team, and if there were any new questions from the security team, they would be posted/emailed to me. None of this happened, there were no new questions from the start of January 2023, neither did I receive the payment. According to the last answer from the support that I received, there were experienced delays in processing the information due to the holiday season and I should wait patiently if I provided all the information. This answer gives no indication what is the status of my payment and why have I not received it till now.
At the moment I was suposed to have received two payments but I didn't receive nothing yet, more than 40 days to receive the 1st payment.
We are much beyond the 5 day processing time since the account information have been completed.
I do not know if and when I am getting the payment. This is not according to the payout procedures announced on Airbnb website. As I am the new host in the Airbnb community, this experience is very disappointing.
I sent message I call and no one can tell me what is the problem and when I'll received the payment, worst even it that I sent message last friday and yesterday and get no reply from Airbnb support.

[Denise583]

Oi @Agnieszka94 

Seja bem vindo ao Airbnb e à Central da Comunidade. 

Já há bastante tempo que o pagamento da primeiro reserva de um anfitrião novo tem  demorado. Pode levar até 30 dias, mesmo que esteja tudo certinho com a conta.

Antigamente não era assim.

Eles alegam ser o tempo necessário para validar e processar todas as informações. 

Depois acerta e o pagamento cai direitinho 24h após o check-in ou no 1° dia util.

O problema é que o Airbnb não informa dessa demora do primeiro pagamento e cria expectativas irreais aos novos anfitriões.

Mas pelo que entendi, seu prazo já até passou dos 30 dias, sendo assim o Suporte deveria te dar alguma solução, ou ao menos alguma informação a respeito da causa do problema. 

E pelos relatos mais recentes, têm acontecido problemas de pagamento também com os anfitriões antigos.

Infelizmente, de uns tempos pra cá tem ocorrido muitos bugs e o Suporte tem se mostrado bastante ineficiente. Apesar dos atendentes serem muito gentis, são engessados e pouco podem fazer.

Só o que posso te aconselhar é insistir com o Suporte por uma solução,  ou ao menos um esclarecimento. 

Espero que tudo se resolva o mais rápido possível. 

Bons negócios!