Unsatisfactory Airbnb service and respon

[Anita779]

I have been hosting with Airbnb for some years out of Calcutta (now Kolkata) India. This time, both my guest and I have had worrisome experiences with Airbnb. She instant booked and paid Airbnb, I was told I had her coming on the 11th November, Airbnb informed me she had canceled just before she arrived, she said it was not so but she re-booked because there had been a technical glitch. She arrived on the 11th November as planned. I contacted Airbnb support when I failed to receive my payout. This was on the 5th day. None of the support staff could tell me why I had not received my payout. One closed my case. I contacted Airbnb support again on the 6th day of not receiving my payout. Theresa asked me to Remove my payment bank details as they already had it with them, then asked me to fill in a form again with my Name and address. I then spoke to the supervisor who said that payout would only come in after another 7 bank working days to my bank.

How do I get to send this to Airbnb as a strong complaint?

Anita**

**[Sensitive information removed in line with - Community Center Guidelines]

[Branka-and-Silvia0]

@Anita779 

Same-day reservations are always risky because Airbnb needs 24 hours to verify the payment went through.

Airbnb obviously canceled her reservation when they were unable to collect the full payment ( one part of the payment was maybe collected immediately when she booked but the second rate not)

She rebooked at the day of her arrival but obviously the payment didn't go through. Maybe her account is empty.

In the future never ever allow your guests to rebook after their reservation was canceled by Airbnb. And never accept last minute bookings. You can set it in your booking requirements (advance notice - 1 day in advance)

It is hard to tell if you will be able to ever collect this payment. You can be persistent and try, of course.

[Anita779]

I received a reply from Branka/Sylvia who have not read my complaint above. Alison re-booked and paid the full amount before she arrived on November 11 at my home. Airbnb has been hanging onto her payment. That is the issue.

 This is now an even stronger complaint. I would imagine that the call centre training first requires that the person atleast read the details through.

[Branka-and-Silvia0]

@Anita779 

this is just a forum for guests and hosts where we can share information and help each other with advice. I am not Airbnb CS rep and none of us work for Airbnb. I am a host like you and have no insight into your or your guest account.

Here we can only guess what might have happened.

I've seen similar posts before when the guest booked, paid half in advance but failed to pay the rest closer to date. In such cases, Airbnb canceled his reservation.

And there are other cases where the guest booked last minute but his payment didn't go through.  Airbnb needs 24 hours to see if the payment went through but until then the guest already checked-in and out. As a result, the host was never paid.

[Anita779]

The guest didnt pay half in advance and no more. She booked and it showed on my calendar. However, Airbnb has not made its payout. I have been talking/texting them over the last two days. Yesterday I was told that it was a technical glitch. Today I was asked to fill out a form with my name and address (had nothing to do with standing bank details which have not changed). When I rang again, the supervisor advised me that payment will only be made in seven bank working days from today.

Anita

[Anita779]

The last message from Airbnb that my payment would be made within 7 bank working days was two weeks ago. I have not received my money  or any message till today - November 27th for a guest who paid fully, stayed till November 20th and said that her stay was good according to her Whatsapp message to me:

'Alison Warner: Top rating of course'

Nor have I received a payout message from Airbnb.

Do you think Airbnb has decided to keep my hosting payout?