Airbnb Doesn’t Collect - Says Not Responsible

[Rodric-And-Lesliann0]

We had a 3 day reservation which altered to a 4 day. AFTER the guest checks out we get an email from Airbnb that they couldn’t collect payment AND aren’t responsible for doing so. 

We have no way of collecting payment, so how can we be held responsible when Airbnb fails to collect AND doesnt let us know until after the guest has left??

[Ben551]

Yikes @Rodric-And-Lesliann0 ! I’m sorry to hear this happened to you and it seems very odd indeed. I would have thought Airbnb would have contacted you 24 hours after checkin and cancelled the booking... it’s so strange that they didn’t. Perhaps they intend to keep pursuing recovery from the guest? Or have they given up and that’s that?

[Rebecca160]

@Rodric-And-Lesliann0You did not get paid for this stay at all or just the 4th night? If you did not get paid at all, then that is criminal and I beleive the Aribnb should pay you directly and  then pursue the guest for payments back to Airbnb.

I put in a minimum 48 hour advance booking and perhaps you should consider doing so, too. This allows time for payments to go through Airbnbs collection system. If it does not go through, Airbnb cancels the booking. This will not help in the case of a guest booking extra nights when they are already in the rental, but it may same you some grief on last minute bookings that have no valid payments.

[Sarah977]

@Rodric-And-Lesliann0@Rebecca160  I do the same, but I actually have 3 days advance notice. I did that when I first joined up, as I work and have deadlines to meet, so I can't necessarily just turn a room over on short notice. But since reading several posts where hosts didn't get paid for a stay because of Airbnb's failure to collect or cancel the booking, I'm really glad I've always had it set-up like this. I also have 1-2 days (depending on my workload) prep-time between guests.

[John1080]

@Rodric-And-Lesliann0, the original payout for the first 3 nights didn't come through 24 hours after check-in? That is very odd and I would think the system should have caught that.  

[Rodric-And-Lesliann0]

2nd night guest request extra (4th night). Morning of 5th day, a day after she checks out, Airbnb send email saying they couldn’t collect and aren’t responsible if, ultimately, they can’t. 

[John1080]

@Rodric-And-Lesliann0, have you contacted the guests? Maybe contact them, not letting on that you're panicked, and perhaps play it off as a usual occurrence. Tell them that their payment did not go through and in these cases, you will collect it, asking them which method they'd like to use to make their payment. Kind of tell them how it will be, don't ask. 

[Donna240]

It seems that allowing instant booking or taking a guest within 24 hours is a dangerous idea as far as compensation is concerned. From now on, if I don't get the email from Airbnb that my guest's funds are being released to me within the 1st 24 hours I'm going to be on the phone to them...while the guest is packing their bags.

[Sam397]

I am not sure if I am reading this correctly, I thought Airbnb were the only ones who could collect money from guest and that they get the money before the stay starts. (I thought I saw something that tells the guest that Airbnb were the only ones who would be asking for money)I know I have had reservations canceled a few hours after it was made because of credit card issues.

[Stephanie1040]

I have experienced the same issue, and no other response given except "I understand your situation, but you've signed a contract with Airbnb, we are not liable."  I will say it is not the only time. I have experienced so many more issues also with Airbnb, in which case, they will always favor the guests and cut off my fees. I am questioning more and more what is protecting us as hosts exactly when they always protect the guests in all situation, where assurance department can't allow any claim even with appropriate proof, where even the payment to hosts can be an issue... We have been imposed the contract, and we are also customers, but it doesn't seem we have any protection really when there are issues within the airbnb platform.

[Tyler318]

This just happened to me! Guests stayed 1 night then scheduled 9 more night. Over $1700. I was NEVER notified that their payment was declined for insufficient funds until I called and messaged ten times and found out.. turns out they’re criminals and I went to the house and had the police involved. Before we got there they had scattered. Used fake names too. Found a receipt for car rental with real name on it. Air bnb isn’t doing ANYTHING. I’m canceling my listings and so should you. 

[Reg2381]

This just happened to us as well. A guest initially booked our place for 1 night, and then extended it for 20 days more and then again for 10 days with a total stay of 31 days for $100 per night. Airbnb just paid us $53.35 citing reasons that they could not collect the fees. They waited for 31 days of stay and one day after checkout to tell us that we won't be getting $2963.35 paid. I am still trying to follow them up on Twitter and customer care centre and hopefully get something back. In my opinion, they should be responsible of paying the host and not waiting so long to inform us that collection is not successful. Such a scam! @Rodric-And-Lesliann0  @Tyler318  @Stephanie1040  @Sam397  @Lisa723  @Airbnb 

[Sarah977]

@Reg2381  Sorry to hear that. But why did you allow the guest to extend if you hadn't gotten paid anything yet? 

[Reg2381]

We are fairly new to AirBnb and this is literally just our third guest. My assumption was AirBNB normally takes ownership of all payments and I trusted that for that matter. I didn't have any issues on payments with my previous two guests, which were comparatively shorter stays. My bad: should have read these forums earlier.