Hi,
I hosted a group of guests from China in January. A few days after they checked out, I noticed that the payout for this reservation was skipped - meaning I received payouts for subsequent reservations but not this particular one. I contacted Airbnb via message, which they replied promptly with intial explantion that this was due to "a change made to the reservation which resulted in an additional charge of CN¥188.10" and that they will not be able to release payouts until they collect that additional charge from the guest. Additionally, he said "I will forward the case to another department which can better assist me" but I never heard back from anyone eventhough I requested updates many times for weeks. I also requested a call (there is no contact number for my area). I had to request a call so many times until they finally called. But the guy that called was so rude and unhelpful. He just repeated that they cannot release ANY payment until that bit of additional charge has been collected. When I said that it is not fair to me that Airbnb has already collected the first payment, but will not release ANY payout until just that bit of additional charge is collected, and asked whether this payout is as good as gone, he hung up on me.
I can go on and on but here is the summary of the bad experience:
1. It is vey unfair that I did my job in hosting the guests (I go extra mile by the way, helping them arrange transportations, I help arrange anything they need and want, and always providing guides etc.), and Airbnb received first payment but will not pay me anything until that additional charge has been collected from the guest (which I feel at this point will never happen).
2. The quality of attention and support I'm receiving from the Customer Experience Team is very poor. I didn't get any answer nor updates from them, and when I finally was able to get them on the call, it was super rude and unhelpful. Regarding inability to collect additional charges resulting from alteration, I had a similar case a while ago. But in that instance, Airbnb notified me before the guest checked in, so we were able to sort that out before letting the guest in. However, for this time, I found out about inability to collect the additional charge ONLY AFTER I contacted them about delay in my payout. So for this, Airbnb is definitely at fault as we can no longer use their deposit to pay.
Has anyone experienced similar issue? If so I would like to know how it turned out at the end.
