2023 and still NO complaints department to lodge complaint against AIRBNB service to HOSTS!!!

[Elisabetta494]

What an absolute disgrace! AIRBNB has been giving me the runaround about a top up amount that was due 4 days ago. The guest who checked out early ended up cancelling their CC and AIRBNB has been telling me that they have to first 'investigate' even after they 'investigated' and communicated guest has simply refused to pay they are not releasing the funds. Sending me from Department to Department telling me Supervisors will call back and then when they call all they do is apologise and say they are going to look into the matter. WHAT AN ABSOLUTE JOKE! I have sent them their TERMS AND CONDITIONS wherein it stipulate that AIRBNB will pay the full amount according to our cancellation policy. I have NO CANCELLATION POLICY therefore this amount was DUE to me regardless as this guest had already checked in. I told them that they have a contract with guest not me so if guest has not paid I should still be paid as I have a contract with AIRBNB not the guest. Anyway this is not acceptable as HOSTS we are paying good money to AIRBNB and therefore we should have the right to lodge complaints about their services or lack thereof. We should also be immediately assisted rather than given this run around. I have spend over 4 hours in conversation and it has proven absolutely FUTILE! I am considering moving away from AIRBNB. 

[Fred13]

It appears some facts are missing.

1. A guest came, but they decided to 'check out' early. You mean leave early? Why? Is their position that they should be given a refund for days not used?

2. Then the guests cancelled their credit card. They presumably already paid before arriving so the fact they cancelled their CC has what relevancy?

3. Are the guest being charged for something else, why they cancelled their CC?

4. Who contacted Airbnb that they are now 'investigating', and what exactly?

[Elisabetta494]

The guest left early because they found a house. It was their choice! The booking was over 28 days so apparently AIRBNB collects only 28 days at a time. When it came to the top amount (as they were booked for 35 nights the remained 7 nights somehow have not been paid by guest (or so says AIRBNB) I have confirmation that guest booked and on booking sheet the full amount is showing. So I am not sure how it is possible for AIRBNB to accept a booking without withdrawing the FULL amount for the booking. I don't know if they cancelled their CC or they simply had no sufficient funds.  At the end of the day I should get paid in full regardless. But they are basically stalling the process and having been doing so for days. totally ridiculous I have made 4 phone calls some for 1 and half hour. useless. 

[Mike-And-Jane0]

@Elisabetta494 You do have a cancellation policy as you will have agreed to one when you signed up. If you took the default policy of Flexible it means a guest can be refunded for some days not stayed with you. In addition the Ts&Cs (you ticked a box to say you have read when you signed up or you were told these apply) say that if Airbnb cannot collect the money then they will not pay it to the host.

Now I know almost no one  actually read the Ts&Cs when we interact with companies but where large sums of money are concerned we really should.

[Elisabetta494]

I had a NO CANCELLATION POLICY plus the guest in question had already checked in for 3 weeks. They decided to leave early however there was a top up amount due and when AIRBNB went to collect guest had cancelled their card or had no sufficient funds. They were not able to retrieve funds. However it is my understanding from their terms and conditions that even if guest does not pay AIRBNB is liable as they are the ones managing the financial side of things. Anyway I will be writing to the CEO Susan Wheeldon soon as I am pretty fed up with the run around I have been getting from all the so called 'ambassadors' they are hopeless and none of them have been able to deal with this very basic issue. They keep sending all these random messages saying they are escalating the matter and/or instructing me to go to resolution centre. I already informed them that the issue for payment is not mine by AIRBNB. I have an agreement with AIRBNB and in terms 3.4 says 3.4 Payout. Your Payout for a booking will be the Total Price less applicable fees like Airbnb service fees and applicable taxes. In the event of cancellation of a confirmed booking, Airbnb Payments will remit the amount you are due (if any) as provided in the Terms and applicable cancellation policy.

[Mike-And-Jane0]

@Elisabetta494 I shall counter your use of clause 3.4 with the following clause 3.3.1 Subject to and conditional upon successful receipt of the payments from Guest, Airbnb Payments will generally initiate Payouts to your selected Payout Method:

So there will be no payout if the guest hasn't paid Airbnb. Hosts do need to understand this as they should immediately evict guests who haven't paid.

[Elisabetta494]

Here is the rest of that clause

For Accommodation bookings of twenty-eight (28) nights or more, Airbnb Payments will generally initiate the first payout 24 hours after the Guest’s scheduled check-in time, and will initiate future payouts every 30 days after the initial payout, for the duration of the reservation.

No where here does it say that they will not pay once the payment has cleared after 24 hours from guest check in. This guest was already checked in for 3 weeks. 

[Mike-And-Jane0]

@Elisabetta494 I am confused. Did you allow a guest to stay for 3 weeks without being paid?

[Elisabetta494]

Mike this guest had a 35 day booking they checked in on 26th June and decided to leave on 13th July. On 27th June I got part payment i.e. 28 days and then on the 27th of July I was supposed to get the rest. Guest decided to leave because they found a house it was their choice to leave. However before checking out they cancelled their booking, and their CC by the looks of it or they simply did not have enough funds left. So when AIRBNB went to get the remainder amount they were not able to get payment.  In short there is a top up amount missing from this payout, because airbnb only paid me a portion. And now they are basically finding all sorts of delaying tactic as to why they are not releasing the remainder, one being that the guest refused to pay that portion.  

[Jenny]

Hi @Elisabetta494 

Are there any updates since you posted about your situation?

Did you see the replies from @Mike-And-Jane0 and @Fred13? I'm sure they'd be happy to see if they could give any further advice, if you could give them a bit more information, and thanks to both for your help so far.

Jenny

[Elisabetta494]

No updates! They are just continuing to send these ridiculous messages saying they are escalating the matter to resolution. I have the feeling they simply do not want to pay that's all.