Guest extension, payment not received. Airbnb rude and unhelpful

[Daniel2697]

So a guest extended their stay and the payment did not process. Could not get a straight answer out of Airbnb, called multiple times and airbnb refused to answer the very simple question of 'how does the guest pay'. Received an email telling me that airbnb would not reimburse me if they could not collect the payment. Called back a third time and was assured airbnb would deal with and I would get paid, but phone went quiet and then the assistant said the administrator had her told not to give me any more information and that a 'case handler' would call me back. 

Never received a call back. No money yet, guest leaves tomorrow. I'm sure I will never get the money, and airbnb will refuse to reimbuirse me, and also refuse to hand over the guest's details so I can take them to Small Claims Court.

Airbnb are appalling in so many respects.

[Branka-and-Silvia0]

@Daniel2697 

and how exactly your guest extended his stay? Did he send you an alteration request and did you accept it? Or vice versa? Or he made another booking for few more days?

[Daniel2697]

An alteration request yes, which I accepted, only to be told later that the payment wasn’t processed. Seems like a common issue that Airbnb are washing their hands of and making it the hosts problem. Typical.