Payment issue

[Géraldine15]

Hi,

A guest just made a reseration but she said she paid CHF 621 while she was supposed to pay CHF 555 (including Airbnb fees). How is that possible? 

Thank you in advance for your help.

Best regards,

Geraldine

Ps: Would love to insert the screenshot of the payment confirmation I receive but apparently it is not possible.

[Raffaele-and-Astrid0 · Accepted solution]

Hi @Géraldine15

I think you should call Airbnb call center.

no one in here can help you about this kind of issue.

check in comminity help, second post, in there there's all contact, or just write "airbnb contact" in the search box.

[Géraldine15]

Thanks a lot for your reply. I wrote to the community because apparently there is no other way to contact Airbnb directly (I also tried through your below advice). Can you send me a link if you have any?

Thank you.

Best regards,

Geraldine

[Raffaele-and-Astrid0]

Hi @Géraldine15

you welcome,

anyway, second post in community help section: 

======================================= https://community.airbnb.com/t5/forums/v3_1/forumtopicpage/board-id/Community-Help-EN/page/1/thread-...

Here are 3 easy ways to contact Airbnb:

1. Airbnb Community Experts
2. Via Twitter Direct Message @Airbnbhelp
3. Calling Airbnb

1. Contacting Airbnb's Community Experts

 The easiest and quickest way to get answers to any issues is through contacting Airbnb's Community Experts.  If they cannot answer your question, they have the ability to re-route you to Airbnb

Step 1: Visit https://www.airbnb.ca/help/contact_us

Step 2: From the bottom of the screen, choose either "My question is about something else" or "I have a different issue"

Step 3: Follow the prompts to figure out what best describes your issues.  Some things you choose will take you to specific information whereas others you can fill in the text box and submit your question.  

When you submit a question, you can expect an answer back from a Community Expert within five minutes but usually less.  If the Community Expert cannot help you, they can re-route your issue to Airbnb who will then contact you.  Airbnb Community Experts do not have access to your account information so if it is a question that can only be answered with account information, they will re-route you automatically.  Airbnb Community Experts are available 24/7 and again, usually you will have an answer from them within minutes.

2. Contacting Airbnb Via Twitter

I find the second best and easiest way to contact Airbnb regarding any issues I may be having is by using Twitter.  Airbnb seems to have dedicated staff who monitor their Twitter feeds and I usually hear back from them within 5-10 minutes of posting my isssue.

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for information such as your listing but always provide it over DM so it is not public.

3. Calling Airbnb's Customer Experience Line

 ***Please note that these phone numbers and any numbers below are meant for URGENT MATTERS so it is best to use the above two methods first***

Here are the phone numbers for Airbnb.  If the area where you are hosting is not listed, check out the two ways below this list in order to find their number for your area.

United States and Canada	+1-415-800-5959 +1-855-424-7262 (toll-free)
Argentina	+54 11 53 52 78 88
Australia	+61 2 8520 3333
Austria	+43 72 08 83 800
Brazil	+55 21 3958-5800
Chile	+56229380777
China	+86 10 5904 5310 400 890 0309 (shared-cost)
Denmark	+45 89 88 20 00
France	+33 1 84 88 40 00
Germany	+49 30 30 80 83 80
Greece	+30 211 1989888
Hong Kong	+852 5808 8888
India	000 800 4405 103 (toll-free)
Ireland	+353 1 697 1831
Israel	+972 3 939 9977
Italy	+39-06-99366533
Japan	+81 3 4580 0999 +81 800 100 1008 (toll-free)
Mexico	+52 55 41 70 43 33
Netherlands	+31 20 52 22 333
New Zealand	+64 4 4880 888
Norway	+47 21 61 16 88
Peru	+51 1 7089777
Poland	+48 22 30 72 000
Portugal	+351 30 880 3888
Puerto Rico	+1 787 919-0880
Russia	+74954658090 88003017104 (toll-free)
South Korea	+82 2 6022 2499 +82 808 220 230 (toll-free)
Spain	+34 91 123 45 67
Sweden	+46 844 68 12 34
Switzerland	+41 43 50 84 900

United Kingdom

+44 203 318 1111

How To Get Airbnb Contact Number If It Is Not Listed Above? (Option #1)

[Géraldine15]

Wow, that is very helpful thank you so much. It was not that clear to find a way to contact Airbnb directly but it will be much easier with those links. Thanks again!

Best regards,

Geraldine

[Chip1]

I'm having a real problem getting a payment issue resolved with Airbnb. The guest have paid  a few have come and gone one is there for three months .they have paid Airbnb but Airbnb hasn't paid me.this has been going on since 1/7  dozens of calls to customer service who for some reason can't connect to the payments department.ive been hung up on, lied to and told three times wait 24 hours Now I'm told I'm in a queue 

[Chip1]

And yes I have used twitter which the Airbnb community person recommended. Nothing seems to work

[Nicky21]

My guest has booked and wants to pay but the money hasn't come out her account.  When would it normally come out and why hasn't it?

[David126]

@Nicky21Guests pay when they make a booking.

[Nicky21]

This is my first booking, I have had the booking confirmed but the guest has said the money has not been taken out of her account, this is why I am asking the question.  How can I find out what has happened?  The dates have been taken off and i have had the booking confirmation.

[Ilonia0]

Hi people.. i have had my first booking this week and AirBnb's regulations say that payment will be done one day after check in. Its been already a week and no transaction had been done in my Paypal account. Tried to search through paypal and nothing seems to be from thier side. Can anyone help?

[Shauna12]

I've experienced by far the worst customer service experience. I've called about 20 times, and still can't get answers to why trust, and safety froze my payment. " we moved your case to urgent" "we moved you up as first priority", and no one has yet to call or email me. We as hosts open up our homes, and Airbnb seems to forget that. A big cofmpany like Airbnb, and no one from trust, and safety has yet to contact me. Where is my payout? Why was it frozen? What's going on?

[Kirstie]

Hi @Shauna12,

I'm sorry to hear about your experience, I understand that you are frustrated. I see you posted this a couple of days ago, have you since received your payout?

I hope this is now resolved,

Kirstie

[Achim-and-Shubha0]

I am getting a lot of inquiries lately where when I accept the booking, there is an issue with the payment and it doesn't get confirmed.  I somehow suspect this is a phishing scam to get the property address or more information.  I would assume Airbnb don't provide information to the guests unless the payment is confirmed.  Is anyone else experiencing this?