Hello,
We opened a resolution ticket with AirBNB Support on August 10th and here we are 12 days later with absolutely no resolution in sight. After initially reaching out on August 10th regarding a partial payout from a guest who has since completed their reservation, it took until August 17th for ANYONE to respond back. The first support rep without any attempt to communicate a resolution, simply stating "I'm forwarding you to the correct department right now, to make sure you receive a prompt and proper response."
After the initial response there was no communication from the second rep for 2 more days on August 19th. This rep simply advised that we received a partial amount of the total reservation amount due. We advised we received the payment specified, however we are still owed an additional payment. We provided screenshots from the guest showing they had been charged on August 10th for the partial amount and we were also displaying the same amount in our payouts, however nothing was deposited into our bank account.
Another day later on August 20th, the same rep responded back, that after further review they couldn't be of assistance stating "Thanks for reaching out to us regarding this issue. I'm forwarding your inquiry to a member of our team who can better assist you. They'll be getting in touch with you soon." From then up until today, August 22nd we have received no further communication from any representative on when we can expect to received the payout that was owed to use nearly two weeks ago.
The fact that it is taking two weeks for customer service to resolve any issue, let alone an issue regarding a Host payout, which directly impacts Hosts lively hood is absolute unacceptable. AirBNB truly needs to stop being so concerned with what is expected to be an extremely UNDERWHELMING IPO and focus is time and resources on what generates their revenue and has been keeping this sinking ship a float... THE HOSTS! We hope to hear any feedback from the community, whether how we can expedite resolving our issues or sharing those you all are experiencing yourselves. AirBNB needs to help accountable for their lack of action and we as Hosts need to be the ones to do so.
