@Lizzie wrote:
Hello @Raya7,
Lovely to meet you. I'm sorry to hear you haven't received your payment yet.
Can I check when your reservation was? If it has been longer than a week, I would recommend contacting our Support Team, so they can check everything is ok. I'm not sure where you are based, but here is a useful Community Guide on the different ways to reach them.
My son is still waiting for a payment for a stay in which the guest robbed him and trashed his apartment. Since this happened on Monday, March 18, 2019, he has emailed and called Airbnb a total of 5 times and was told they could not collect from the guest and that my son should reach out to him to resolve it. They completely ignored the issues of robbery and trashing his apt and suggested my son reach out to a criminal and drug user. There were 3 witnesses to the robbery, 2 911 calls and a police report. Airbnb is not even interested in these important details. My son did speak to someone two days ago who apologized, told him that 4 people were now involved in the issue and that it was escalated to the trust and safety dept only to get a similar response from Mina via a brief email that once again told my son he should contact the guest (a criminal and confirmed drug user) to try and resolve it with him directly.
There was no acknowledgement of compensation for my son’s trashed apartment and he can’t rent it out or even stay there himself until it’s cleaned up and he can’t afford to pay for it himself so he’s staying with me on my sofa waiting for this to be resolved with Airbnb. I don’t understand why my son is now expected to chase a criminal to get paid when that’s Airbnb’s job. My son held up his end of the bargain, gave him a clean place to stay for two nights and his hospitality is returned by being robbed, not to mention the subsequent ordeal that has now lasted a week. It’s Airbnb’s responsibility that my son gets paid, not his and yet they are shirking that responsibility and asking him to put himself in harms way to do so.
What more can we do to get Airbnb to address this situation more seriously?