Resolution Center Payouts

Jane1083
Level 2
Tybee Island, GA

Resolution Center Payouts

I have reached out to AirB&B multiple times regarding this and I am sure I am not the only one that has this issue. I manage eight different properties for 5 different owners. Of course, each has their own bank acct associated with their listing where their payouts go. My problem is; when I have a resolution for a particular property, say I request $100 pet fee from Property A, that payout has to go into a "default account" not the account/listing associated with the resolution. Why? I can't set one owners account to be the default account because then all of the resolutions would go into or out of that one account. So, I had to set up my own account as the default and now I have to separate and keep track of what amount for what listings I have to pay out or pay myself back. WHY IS IT SET UP THIS WAY? If I request a $100 pet fee on Property A, why doesn't that $100 go directly in that properties account?

 

MAJOR headache! I even got a survey about this several months ago and thought they were changing it, but it hasn't changed. Anybody else have this issue and have a better way to handle?

19 Replies 19

Hi @Jane1083 

 

Are you a Co-Host on these properties with full access or a team member?  Airbnb appears to be phasing out teams? 

 

Co-Host permissions Help Article seems contradictory regarding resolution center requests and Host damage protections? Perhaps unless the Host processes the resolution center request under their profile, Airbnb is requiring the Co-Host that processes one have payouts go to a default account? Not sure. Very confusing:

 

"Choose the Co-Host permissions that work for the people who help you host:

  • Full access: Your Co-Host can message with guests and update your calendar. They can manage your listing, including pricing and other details, and they can manage reservations, including accepting and declining trip requests, cancellations, and Resolution Center requests. They can add or remove Co-Hosts, change any Co-Host’s permissions, and designate themselves—or another Co-Host—as the listing’s primary Host."

"Please note that no Co-Host can view or change a listing owner’s or other Co-Host’s payout method or taxpayer info. Only listing owners can set up or edit a Co-Host’s payouts. Co-Hosts cannot submit requests for reimbursement under Host damage protection."

 

What Co-Hosts Can Do

https://www.airbnb.com/help/article/1534

 

Jane1083
Level 2
Tybee Island, GA

Hi Joan:

 

No, I am the host. I have a co-host on two of my eight listings and those are the owners who want to see the conversations, etc. It's strictly an issue with their system and they are aware of it. They even sent out a survey about it a few years ago but never changed it. 

It should be that any resolution pay-outs or taking money in should go through the listing it is associated with- which also is tied directly to a bank account but it doesn't work like that for resolutions. They use a default account for those therefore you have to assign ONE default account. I can't do that because I have six owners/accounts.

@Jane1083 

I was not aware of that and I was a Co-Host for an owner with 2 properties (2 different listings). Yup...that needs to be changed for sure. Not sure what their logic would be in using a default account instead of the bank account connected to the listing. The only thing I can see is that whenever you do a resolution request it seems to go to a 3rd party software format? So maybe they are using a vendor to perform these functions instead of a native Airbnb landing page (similar to the Host Guidebook) 🤔. Perhaps that is the limitation?

 

 

Jane1083
Level 2
Tybee Island, GA

Hmm...perhaps that is it?? It still seems like they should be able to correct that because we know there have to be more people in the same situation. I can't tell you how many phone calls I've made to them about it to no avail. I don't know of anything else to do to try it get it elevated to the right people. If you think of anything....please let me know! It makes me want to not use the platform.

@Jane1083 

 

Maybe one of the CC Managers can forward this to the appropriate team as this seems to be a big problem for many Hosts and lots of tax implications too?

 

@Paula , @Sophia , @Rebecca , @Quincy , @Bhumika 

Paula
Community Manager
Community Manager
Port Moody, Canada

Hello @Joan2709 and @Jane1083, thank you very much for sharing this in our community.

 

I will make sure to pass this information on to the relevant team. I will keep you updated if I hear back from them. It would also be a good idea to share this through the official Airbnb feedback page.

-----

 

Please follow the Community Guidelines // Por favor consulta las Normas de la comunidad

Jane1083
Level 2
Tybee Island, GA

That would be great. I believe I have posted it on there in the past but I will do it again.

Glad I found this thread. Just realized we are experiencing the same exact issue. Hopefully Airbnb can rectify this soon because it is such an inconvenience to track and move money so frequently. Please share if Airbnb resolves this!!

Jane1083
Level 2
Tybee Island, GA

You aren't kidding. See what the other lady has said and maybe that is why but I just can't understand with an organization as big as they are, they can't find a solution.

Emilia42
Level 10
Orono, ME

I have experienced this myself but I am lucky that the two bank accounts attached to my listings are mine and my mother's. So when I issue a resolution refund from my listing and the money goes into my mother's account, it is very annoying but money can be moved around.

 

I cannot imagine being a property manager and having to deal with that among multiple listings and clients. I am also shocked that more hosts who manage multiple listings are not talking about this. How do they get around it?! 

Jane1083
Level 2
Tybee Island, GA

I would love to know! If anyone has any ideas, I'm certainly open because I have been dealing with this for 5 years and it doesn't appear that AirB&B is going to fix it. 😞

Zach536
Level 2
Brownwood, TX

Yep. It's a problem for me too. Since I manage 3 listings for 3 different owners and then I have my own arbitrage and another 2 properties with a partner, this can be very annoying. I use separate bank accounts so that I can seamlessly track my bookkeeping, and this just really messes up my books. And it's easy to forget about it too and then a homeowner has to ask me about it (that's if they even have access to the payout information).

Marian-and-John1
Level 2
Flower Mound, TX

We have three properties with separate banking accounts for each property as well.  We collect our own taxes and also use the resolution center for pet fees and other extra services....we have the same issue.  I am logged on now to check and see if there is an update and resolution to this, but it does not appear that anything has been fixed?

 

Very frustrating!!

 

In the interim, I wonder if we could set up an independent checking account as the 'default' that is not associated directly with any of the properties?

Jane1083
Level 2
Tybee Island, GA

As far as I know, no corrections to this huge gray area as of now. I had to use my own bank account as the default since it is not associated with any properties but then I have to monitor what goes in and out (resolutions) and move to correct owner. VERY ANNOYING!!! 

 

Justin381
Level 2
Raleigh, NC

This has been a horrible issue with Airbnb for many owners. I have the same issue and cannot understand why Airbnb will not fix this. 

Fred13
Level 10
Placencia, Belize

If there are 5 different owners with their own listing and payout bank (which you have access to?) covering 8 different properties, how does a resolution in one (executed by you) even becomes aware of the existence of another independent listing which you just happen to also be running and are the only common thread?

Jane1083
Level 2
Tybee Island, GA

It has nothing to do with the owner being aware. It's all how they (AirB&B), have it set up in their system. You must assign a default account and ALL resolutions go through that one account regardless if it is the correct account for the resolution it's associated with. Make sense? They are aware of it but haven't made any changes.

Pat271
Level 10
Greenville, SC

@Jane1083  Yes, this annoys me, too. Any extra taxes you are collecting go to the “default” account as well. There seems to be a whole different method and process for handling fees and taxes. 

 

Jane1083
Level 2
Tybee Island, GA

Glad its not just me! I figured they had complaints since I received a survey regarding the topic. Did you receive that a few months ago? No changes 😞