Unable to Offset Outstanding Balance with Pending Payout – Request for Urgent Resolution

[Kıvanç-Akif-Kayı0]

Hello,

I’m a host experiencing a very frustrating situation and need immediate assistance. I have two separate issues that have resulted in a total outstanding balance of €72.30 on my account.

€24.10 due to an early checkout by one guest.

€48.20 due to an early checkout by another guest.

These amounts were charged because my guests checked out earlier than planned, causing the accommodation fees to be adjusted to a lower amount than originally calculated.

Now, I have a pending payout of €72.30 for a new reservation, and I would like to offset my outstanding balance with this payout since both amounts are exactly the same.

However, despite explaining this situation multiple times, none of the customer service representatives I’ve spoken to seem to understand or offer a clear solution. I’ve been repeatedly asked to send screenshots (which I have already provided), but there has been no response regarding the offset request.

My request is very simple – I want the two amounts to be offset so that I do not have to make a separate payment for an amount that I will already receive from Airbnb.

I understand that the system might have limitations, but I am unable to get any clear answers or help from the support team. Please escalate this to the appropriate department or provide me with instructions on how to proceed.

I appreciate your prompt attention to this matter.

Thank you,

Kıvanç Akif Kayı

[Lorina14]

@Kıvanç-Akif-Kayı0 

To my understanding, if there is a fee due and you have a payout coming soon, the fee will be deducted from your payout. 

@Rebecca @Elisa @Quincy could you assist in sending this to the right team to address? Thank you.

[Kıvanç-Akif-Kayı0]

Thank you for your response!

This is exactly what I have been trying to confirm. If the system automatically deducts the outstanding balance from my upcoming payout, that would completely solve my issue.

However, none of the customer support agents I’ve spoken to have given me a clear answer about this. They either keep asking for screenshots or simply say they "cannot offset the balance."

Could someone from the right team confirm whether this will be automatically deducted from my payout, or if I need to make a separate payment? I just want to avoid any unnecessary payment issues.

I appreciate your help!