Guest has checked out, without paying. Airbnb say they will sort it, but now 3 weeks.

[Janis42]

We chased Airbnb for payment and they told us customer hadn't paid, but they would sort it out. We chased the customer, but got no response. It's now been 3 weeks and Airbnb just keep asking us to do the same thing we've already done. Are Airbnb liable for this?

[Branka-and-Silvia0]

@Janis42

yes they are liable. Try contact them through twitter or facebook and through "contact us" link. They have to pay you.

[Susan17]

@Janis42

Did you receive an email similar to this.. 

"The attempt to charge your guest for the amount due for reservation from Nov 1 - 5, 2018 was unsuccessful.

The reservation is still active at this time, and we've sent an email alert with a direct way to pay the balance.

If your guest successfully submits payment, we'll send you a confirmation email right away. If you have questions about the payment problem, you can reach out to your guest.

If your guest doesn't successfully submit payment or if they cancel the reservation before making the payment, Airbnb isn't liable for issuing your host payout"

[Janis42]

Thanks for your response. No we didn't get anything from Airbnb until we chased them for payment after the guests had left.  It was then that they told us that the guests hadn't paid.

[Jeff158]

Unfortunately @Janis42 airbnb are not liable, if the guest does not pay, you don't get paid. 

https://www.airbnb.co.uk/terms/payments_terms#sec9

[Helen3]

Other hosts are right Airbnb is not liable @Janis0.

However if you have it in writing from them, that they will pay, they should honour it.

[Sarah977]

@Janis42   Several hosts have mentioned having this scenario happen, and no, they didn't get paid. This seems to happen only on same day or one day previous bookings- guests have 24 hours to pay- it seems like they should not have this option for a same day booking- it shouldn't be confirmed before payment is secured. But unless they change it, one way to ensure it doesn't happen is to change your calendar in the availability settings to require 2 or 3 days advance notice. This will prevent same day bookings (which you may or may not want, if you get a lot of last minutes) and if a guest payment doesn't go through, the booking will be cancelled by Airbnb.

[Janis42]

Thanks for the info, but in fact this was a booking from quite a while ago, so Airbnb had plenty of time to let us know that the guests hadn't paid. Surely they should have done this, thereby giving us the option to contact the guests or cancel the booking? Also we were in touch with the guests on WhatsApp right up to their arrival, so if we had known they hadn't paid, we could have done something about it.

[Sarah977]

@Janis42  Well that's disturbing- that the guest had booked awhile ago and Airbnb confirmed the reservation without collecting the money. It's inexcusable, really- if they insist on collecting the money, rather than letting hosts and guest deal directly, this should NEVER happen.

Did you ask Airbnb why they confirmed a reservation that was never paid for? I hope they pay you- I'd keep at them.

[Christine615]

That is ridiculous. How are you responsible if Airbnb is the booking agent. They allowed for the booking, claimed to have a great vetting system (which we are not allowed to see) so THEY should be responsible if the guest doesn't pay. That's different then finding out there was a stolen credit card, etc. If the reservation has been on the books for a while, how did Airbnb not charge their cards?

This is so distressful.  And without Airbnb willing to share their full information, how can you follow up?

[Janis42]

We do have a text message from them saying 'not to worry, as they will pay', but since then they just keep asking us to try different  options to get the money, or don't respond at all. I think it's time for them to put their money where there mouth is! I'll let you know what happens.

[Rachael26]

@Janis42

for sure take that text and get your story on twitter help and Facebook Airbnb support - immediately!

This will get it sorted pronto for you.

Good Luck - this is the nightmare we all worry about! :-((

[Janis42]

Thanks for the advice. Will let you know the outcome.

[Christine615]

As the booking agent, Airbnb owes you.  They should pay you and then sue the guest for reimbursement. What happened to the host guarantee?  I agree with the others go to social media or go to a news outlet and tell this story.

[Susan17]

@Christine615 Not only ridiculous, but illegal in many jurisdictions.