No response from AIRBNB since 30th March on query? Is this normal? :(

[Linda1296]

I haven't received a payment from a booking from a few weeks ago and inquired with Airbnb and got an automated response saying I'd be contacted when a specialist became available.  Then I received another message from a 'person' who said they'd look into it and get back to me shortly and then NOTHING.   I've 're-contacted' Airbnb on multiple occasions and am getting NO response.  SOOOOOO frustrating!!!!    I ended up sending a text to the guest and she said as far as she knows the payment has been made and that she hasn't been contacted from Airbnb to say otherwise.   Is this something that has happened to others and what am I meant to do?   I've worked hard to be a superhost and thought that meant we had extra support from Airbnb.  I aint seeing that right now!  

[Ton11]

Hi Linda,

I am sorry that you are struggling getting answers from Airbnb. This is not usual.

It may happen that it is very busy, but you should be contacted soonest if an agent promised. (There is no high season at this moment.)

My advice is to call Airbnb and explain your situation and ask for professional assistance with no necessary delays. The telephone number for Australia is +61 2 8520 3333.

Regarding your payout, have you ever received an email explaining why your payouts would be paused? This happens sometimes if, e.g. you need to upload your government ID or if there is a problem with your payout methods. If necessary, also check out your possible rerouting rules.

I hope this helps.

[Linda1296]

Hello Ton and I thankyou so much for your reply.  I feel I've done as badly as airbnb as didn't notice until now that anyone had replied to my query!   Apologies as assumed I'd get a message if there'd been a reply so sorry for the slow response at my end to you.

 I STILL haven't had a proper responce from airbnb.  Every time I message  (and I've been forced to do this a number of times now as no-one gets back to me) I get a reply apologising and they promise they'll get back to me and then I don't hear anything further!  It's quite ridiculous 😞     ALL my other payments have been made promptly but this one is now about 6 weeks overdue.     ONE of the airbnb people told me that it was because they hadn't received the FULL payment from the booking and asked if I'd like her to look into it.  Of COURSE I asked her to do that (I'd been asking re the missing payment for a number of weeks already).  She promised to get back to me and then didn't and now can see that message has been closed. SO frustrating and without doubt the worst customer service I've ever come across in my life which is so surprising as I had thought it was going to be otherwise.  😞    

I'll phone the number you've provided in the morning when I'm less annoyed at their lack of care as don't want to phone when feeling so disregarded!

Thanks to you for your reply and help and I hope your Airbnb is going super well.  🙂