Airbnb Paying Less than they are supposed to?

[Luis213]

Good morning everyone!

It's my first time posting here. I'm from Colombia and english is my second language so excuse me for any mistakes.

I've been hosting for a couple of years now and I've had my bank account (International bank account) as my main payout method. Until this week I've always received my payments from Airbnb Payments Uk without any problem. They arrive on time and the exact amount I'm supposed to be paid out.

But this week I've received some Airbnb payouts from the sender: Worlpay Ap Ltd. I've noticed that payouts that are more than $500 dollars I'm receiving $5 dollars less (Like a commision) and payments that are more than $1000 dollars I'm receiving $10 dollars less. When the payments were made via Airbnb Payments Uk no commission was charged. But now that it's made via Worldpay Ap Ltd I'm starting to get this commissions. Does someone else have this problem? If you did how did you manage to fix it?

I've contacted Airbnb but customer service apparently has no idea what Worldpay is. 

Thanks!!

[Luis213]

@Olga356 Acabo de ponerme en contácto con WorldPay y no me fue bien. Me dijeron que me tengo que poner en contácto con Airbnb ya que Worldpay solo puede atender a sus clientes o "Merchants" (personas que utilizan Worldpay para hacer pagos, es decir Airbnb) y no a los clientes de sus "Merchants" (Nosotros). 

Igual que tu yo estaba acostumbrado a recibir los pagos completos por Airbnb Payments Uk y si ahora van a empezar a utilizar Worldpay para hacer pagos esto me puede estar costando mensualmente unos $400 dólares que le estaría pagando de comisión a un tercero sin mi autorización. ¡Totalmente injusto! 

También he contactádo a Airbnb por teléfono y mensajes y me dicen lo mismo que ellos no cobran comisión y que debe ser mi banco. 

[Olga356]

@Luis213 debemos contactar con otros anfitriones que tengan el mismo problema ya que por lo visto el servicio al cliente de AIRBNB no tienen la menor idea de lo que sucede, esto debe llegar a alguien que pueda ayudarnos y darnos una explicacion clara respecto a lo sucedido, no puedo imaginar mes a mes perder mas dinero ahora con las comisiones extra de este nuevo proveedor de pagos, Quien controla a AIRBNB en Colombia?? ellos captan recursos de nuestro territorio deberian estar regulados por alguna entidad donde podamos quejarnos. 

[Luis213]

@Olga356 Ese es el tema. Acá en Colombia Airbnb no está registrado como empresa ni nada. El contrato que nosotros hacemos al registrarnos a la página es con una empresa extranjera. Acá en Colombia, si no estoy mal, no tienen oficinas ni representantes de su empresa.

Y según veo el único método para servicio al cliente es el número que ellos dan o los mensajes. 

Bastante preocupante.

[Olga356]

@Luis213 por lo visto esto quedara asi, en el soporte dicen que es nuestro banco me comuinique con la linea de comercio exterior de BANCOLOMBIA y me indican que ellos no manejan ningun tipo de intermediacion por lo que nos han robado nuestro dinero, es precoupante ya que no tenemos ningun tipo de respaldo por AIRBNB. =(

[Lorenzo365]

Lo mismo me pasó a mi, el cargo lo hizo uno de los bancos quele da servicio a AirBnB, pero ellos niegan que eso haya pasado, mientras que mi banco local que recibio el dinero hizo una investigacion y se dio cuenta que fue el banco interndiario. 

[Susan17]

 @Luis213  @Olga356 

In November to December of last year, WorldPay was the agent involved when 23000 Australian hosts were left waiting for up to two months for their Airbnb payouts, due to a payment reversal debacle. 

I have no experience of dealing with Worldpay myself, so can't offer any information on how they operate, but perhaps some of the hosts who contributed to the thread below, whose payments do come through Worldpay, might be able to advise. 

https://community.withairbnb.com/t5/Hosting/Problem-with-Payout-method/td-p/858638/page/2

[Quincy]

Hello @Luis213 @Olga356, 

Welcome to the Community Center. 

I just want to let you know that you've reached the English speaking Community. Please note that we also have a Spanish speaking Community Center which you can find >here<. 

[Yael43]

@Luis  @Olga @Quincy 

I am a host in Colombia and I've been doing a run around to get my payouts on my bank account. Before I lose even more time, I wanted to ask you if you found a solution for your problem, as it seems quite worrying.

Gracias!

Yael

[Susan17]

@Luis213 @Yael43 @Olga356 @Emiel1 

Airbnb don't like you to know this but you can contact their Payment Office directly, as decreed by EU law. 

For those who receive payments through Airbnb Payments UK Ltd, here are the contact details... 

Suite 1, 3rd Floor

11-12 St. James’s Square

London, SW1Y 4LB

United Kingdom

+44 203 318 1111

legal.payments@airbnb.com

Company Number: 09392688

***Airbnb Payments UK Limited is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution with reference number 900596

[Luis213]

@Susan17 That's great information Susan! Thank you very much. I will contact them directly if I have another problem with my payouts in the future. Thanks!

[Luis213]

Hello Yael! Hope you are doing great. Fortunately, after about 5-6 transactions via Worldpay, I haven't received more of them. I'm still receiving my payments from Airbnb UK which doesn't charge no commission so I'm getting my payouts in full. The Worldpay payments were only for about a week.

There was no action made by my part that did this it was automatic.

So I do recommend getting them directly to your bank account as it is the less costly for you.

Luis

[Susan17]

Just for the record, Airbnb Payments Terms of Service have been updated from today, March 25, 2019. (Regular T&Cs will be updated from Wednesday, March 27, and all users who joined on or before Jan 21, 2019 will have to agree to these in order to continue using the platform)

It's unclear at this point exactly how the changes in Payment Terms will affect users, but from today, a new contracting entity - Airbnb Payments Luxembourg SA - will be operational. 

For all European Union residents, the contracting entity will now be either Airbnb Payments Luxembourg SA or Airbnb Payments UK Ltd for all transactions on and after March 25, 2019, "as notified to you at the time of checkout or by other appropriate means"

No further information is available at this time regarding which EU users will be paid by which entity (UK or Luxembourg), or why. 

[Luis213]

@Susan17 I did accept the new terms of service but I didn't know they applied today. 

Hope this doesn't affect our payouts here in South America.

Thank you Susan. Great information!

[Lorenzo365]

Hi, Im from Dominican Republic and i selected International Wire as a Payour method, but unfortunately i had USD$20 discount out of my $135.

When i made my own research in my local bank, they found out that the intermediary bank (Worldpay or Barclay) charged this tranfer.

[Luis213]

That's very unfair. I hope this gets corrected for you. Fortunatelly for me I haven't received any more Worldpay transfers so I've been getting my money in full. Hope this happens to you too.