Bounced payments and Airbnb's lack of communication

[Lwazi0]

Please can someone help me!!! I hosted two guests in december and the payments were supposes to reach my account on 20th and 28th December respectively. Unfortunately during that period I closed that account and my bank printed me banck statements proving that the funds were diverted back to airbnb. I wrote TWO messages to airbnb and they did contact me saying the case had received priority and they would contact me. There is also an update note on my profile from 8 days ago.

It's now almost a month later though and airbnb still owes me approximately ZAR 9000 from those two bookings. I think to wait this long is totally unacceptable and this matter should have been dealt with urgently.

Now it's impossible to find the callcentre number and anyway I was told that I will never be able to speak to anyone at accounts.

So I am now wanting to escalate this matter to an ombudsman- can anyone tell me who is the relevant ombud who has jurisdiction over Airbnb. I also want to complain about the lack of communication with the right department and the long turnaround times for matters related to payouts- totally unacceptable!

I would really appreciate anyone's help

[David126]

You can find the different ways of contacting AirBnb on this Forum, but none will take you directly to Accounts and there is no Ombudsman.

[Dave-and-Annette0]

NO payment received for hosting a family in December ...does anyone have a contact number or email address for airbnb please??

[Rachel355]

Hey, did this ever get resolved? I'm having the same issue just now and can't find a way to contact Air BnB directly.

[Dave-and-Annette0]

No, it has not been resolved ... I am still waiting for payment for a family who stayed a week in December 2016!!!

[Graeme-And-Andrea0]

Hello, Thank goodness it's not just me having this issue. I had airbnb pay into a non-default account!! the account was closed. No fault of mine! The delayed payment is a breech of the Fair Tarding Act, which most countries will have a version of. It is a reasonable expectations a complany will pay for your hosting services in a defined time period. To do otherwise is a breach of this.

Airbnb have fobbed us off the Payoneer, which joined forces with airbnb after we were members, so I don't see why we have to deal with payoneer, but it seems we do! I intend on following up with our national commerce commission if it's not resolved

I have asked for a complaint to be documented and emialed a copy of the complaint, and then sent the complaint to the commerce commission. 

I have rang airbnb using these numbers: 

New Zealand is 04 4880 888

United States +1-415-800-5959 +1-855-424-7262 (toll-free) etc.