Payout Vanished

[Sandra320]

I have a guest for 26 days, and for the first time I didn't get paid immediately.  In fact, it showed upcoming the day they checked in, the following morning, it disappeared from the transaction history (nothing in upcoming and future, but acknowledges they are in my home. What is scarier that not getting paid- because they will pay me, is that there is nothing from them (no email, nothing in your account stating there is a problem) that you can track to show you have an open case- all you can do is call over and over again.

I have called every day for 3 days Yesterday- I called waited 20 minutes to get informed they sent me a link, and to click on it. The woman answered 30 minutes later only to ask :Where can I direct you call"  or she just takes a message and said for someone will call me back... when?" I don't know. .-

I know they furloughed 2000 people two months ago, but really?

Thank god I got a case number -1 thing to do is get a case number and keep calling every day to make sure it's escalated to a support specialist.  

[Liv]

Hi @Sandra320 ,

I'd like to thank you for highlighting the problem with your payments showing in your Transaction History (for payouts July 18-20th).

The Payments team identified the issue and I'm pleased to say it is now fixed.

If you visit your Transaction History page you should now see the payment rescheduled and it will be on its way to you shortly. 

I'm really sorry for any inconvenience this has caused and I hope this helps.

Thanks,

Liv

[Debra300]

@Liv,

I appreciate that the Community Managers brought the issue to the attention of Airbnb's Finance Team, but the issue acknowledgment, resolution announcement and apology should come from Airbnb's Corporate Communications Team.   It should have been caught within one business day, and multiple channels used to announce awareness of the problem, and a commitment to resolve it within XX days, and a statement that measures are in place to prevent it from happening again.

[Liv]

Hi @Debra300,

I really appreciate your feedback, I'll be sure to pass it on to the team in the hopes we can improve in the future.

Thanks and have a lovely weekend,

Liv

[Lesley28]

@Liv Can you please help me?? Im in the US and not getting paid and cannot get any help! Im going to ave to start cancelling reservations which I take very seriously! But I cant have people stay for free. HOW DO I GET HELP?? Calling does not work, Ive done it repeatedly and also sent messages. Thank you Lesley

[Liv]

Hi @Lesley28,

I'm sorry to hear about that situation!

I've checked on your case with the team and an agent is currently working on it. You should be getting an update shortly.

I hope this helps.

Best,

Liv

[Louise0]

Good luck with this one.  I've had a pending payout of AUD1,888 from July 2020 which I've given up all hope of ever seeing.   I just wish Airbnb would delete it from my pending payouts as I fear it will sit there, taunting me, till the end of time ...

[Helen3]

Why don't you take them to small claims court if they owe you this money and won't pay it @Louise0 

[Louise0]

Read ABB's terms of service and you'll see it's impossible.  It's a resolution payment that the guest agreed to pay and then, presumably, cancelled their credit card so Airbnb couldn't collect the funds.   

Yes, I could take action against the guest, but without the address of the guest I have no way of serving the summons.  I contacted Airbnb and they would not give me the address; ABB will only hand this info out via the police.  However, because it's a civil rather than criminal matter, the police will not involve themselves.