Primary host receiving all payment and communication

[Christina594]

Hi, we are the listing admin for our rental. We added a co host about 3 months ago and made her primary host. Now just recently we are not receiving any new messages or reservation information and all payments are now going to her and her bank account which I thought could never happen because we are the listing admin.

airbnb is saying it is because she is primary host and we need to change it to ourselves if we want to view reservations or get the payments back to our account. But I don’t want to be primary host, and I don’t know why this change occurred all of a sudden. My co host hasn’t changed anything and neither have we.

anyone else with a similar experience or know how to get through to customer service that can actually help? They are just forwarding articles about co hosting and aren’t addressing my actual question.

thanks!

[Michael1186]

I have the same problem. (https://community.withairbnb.com/t5/Hosting/New-reservations-are-only-going-to-my-co-host/m-p/895832)

[Branka-and-Silvia0]

@Christina594there are other posts about it , Airbnb changed something few days ago and created a mess with cohosts

[SleepOver-Brisbane0]

Yes...I have the same problem.

I noticed it on the 19th December.

I'm Primary Co-Host for many properties.

My partner is one of these properties & she cannot view the messages for bookings taken in her Inbox, but can see them on her Calendar...however, if she goes to view the booking, it comes up with you don't have access to this.

My Upcoming PayOuts shows many for properties that I am Co-Host for...

Nightmare in the making.

Why did they ever turn off split payments!

[José308]

I am having the same issue, I am owner and listing admin, put my co-host as primary contact because she deals with guests directly. It always worked fine, we could both see everything and payments were sent to my account . Since a couple of days I can't access reservation info or message the guests, plus the payment was sent to her.

Really unexpected headache, never thought making her primary point of contact would leave me out of all communication and payments. 

I have made myself main point of contact for now but still can't access current reservation.

I can see in Calendar, but that's it. As far @Christina594 's question, also not successful getting it resolved, called them a couple of times and messages , nothing yet. They must have made a system change that is not easy to reverse, it's been a few days and many people must be contacting them...  Let's see how this evolves

[Taylor163]

Yes! I am glad other people are having the same problem! I can't even look at the reservations other than on the calendar, nor will I receive payment for them, nor can I talk to the guests. I talked to 5 different Airbnb support specialists and I finally found out it was because I am not the primary host. Most of them were as confused as I was. This cannot make sense, I am sure they will change it back. 

[Christina594]

Thanks for all the responses, had we aren’t the only one but frustrated that AirBnB can’t be more helpful. It sounds like some have changed over to primary host and still had the same issue.

[Lynn292]

I have the same issue with my unit and co-host. I am going to remove her from being a co-host and re-setup after a few days.  It maybe a issue with using a co-host....hope not I can't manage this on my own.

AirBnB was no help...they closing my case number out because they don't know when it will be fixed.

[Silvano29]

Same problema here!

[Patty131]

I have the same problems. CS first told me that it was because the primary co host gets all payments. When I spoke to a supervisor yesterday, she said that there is a glitch that is affecting only a few owners. They have known about it for 2-3 days and are working on fixing it but have no ETA. They offered no solutions. They have no plan to notify owners/admins that they no longer have access to notifications, reservation info, payment info, or ability to recieve payments.

[Lynn292]

Has anyone tried to remove the cohost and then set the cohost back up? I have removed my cohost for now.  I only had one guest when I found out there was a problem.

This is what I have experience with airbnb..... 

If you have a co-host on your listing, you will not or ever have access to the money, reviews, guest stats/progress per airbnb.

My current guest tab was over $800. I will not receive for about a week because of all the transfer of funds to my co-host and then she writes a check to me. It took Airbnb 3 to 4 days for them to even tell me to ask her for the money. She didn't have account set up to receive money because she doesn't have a listing. My cohost didn't know there money waiting for her.

I ask Airbnb about what if the cohost walks with the money and airbnb says can't do anything about it. They also said I cannot get the reviews, stats, etc. added to my listing. This would be a huge mess if I was in peak season!

[Patty131]

My co host has not received any payout and she is set up already. Let us know if your co host actually gets the payout.

[K9]

What a strange problem! The old functionality worked seamlessly for me, co-hosting many different units with a friend of mine. Why would they change it? So...now what? We just wait - or each of us spends hours on the phone with Airbnb to fix our problem individually?

[Jason239]

Yes, it is costing me lots of time and money!! Airbnb says I need to work with the cohost to get the payments back!! What a JOKE!

[David3338]

Having the same problem and I am shocked by the way AirBnB handles this issue. This is major and should be worked on 24/7 to get fixed but they don't seem to care much. I have reported the problem over 10 days ago as well. 

Also this seems to affect the possibility to change existing reservations. One of our customers wanted to extend his reservation by a day and was unable to do so. My co-host could not change it either, getting a weird error message stating that the property does not belong to the owner.