Resolution Payment System

[Shirley43]

I find the Resolution payment system immensely frustrating.

I often request payment for extra services (upgraded breakfast) and I get an email to notify me that this has been requested from the guest. Then..... nothing. When I look at the details for that guest there is no record of my request. This has in the past led me to send another request not realising that the payment is going to be added to the overall payment. Awkward! Other times I have had a reply (I think via email) to say that the request was accepted and it then arrives separately!

Sometimes when I request at the time of booking (which is my policy on my listing) I get a message from Airbnb to say I cannot request the payment at this time as the reservation is only partially paid!! So then I have to remember to request it again nearer the time!! It's a flawed system and very annoying. I think that the payment for extra services should be dealt with separately to 'resolution payments' for problems and suchlike.

[Dawn-and-Andy0]

we have also recently had issues getting messages too and from our guests through the system.  for us the issue began about 2-3 weeks ago.

[Nuestra-Casa0]

I have also had the same problem.Today a new guest call and said that he had already booked and paid the money and was waiting for me to take him to the apartment. IT's my first time and I don't know how to take the money because I haven't puten any kind of bank account in my account. Please give me an advice , that would be very helpful

[Meg150]

HI there, can anyone explain the resolution process to me.  I have a property where the guest was unhappy and requested a refund for accommodation.  This was granted with no issue whatsoever and everyone was happy.  I have just discovered that the refund has come from a totally different property's account even though the account with the resolution just received a payment of $2000.  Why is it not allocated to the property that had the resolution? After speaking with Airbnb Case Manager I was advised that this is the Airbnb process the money just comes from the next payment regardless of who owns that property.  Can anyone offer any advice on this as it just doesn't make sense.