Referring new hosts- where is my bonus??!!

[Emma4208]

Has anybody referred a new host to Airbnb and successfully gotten the referral bonus? I did it twice successfully and now Airbnb does not want to give me the bonus anymore even though I have written messages from Airbnb support along the process that I was doing it correctly. It's around $800 per referral and I'm feeling stuck and frustrated. They are telling me I'm not doing it right, but I know that is not true because I have gotten the bonus before. I feel like I'm being scammed. Please share your experience around this. Thanks!

[Rebecca]

Hello @Emma4208 👋

I'm really sorry that you've had this experience. It's been a short while since you posted and I wondered if you had spoken any further customer support? 

It would be great to hear from you either way. 😊

[Emma4208]

I spoke to so many different people on the phone and was told something different each time. I had to start over each time I called. We finally came to a solution, but I feel that Airbnb staff needs better training because I got so many different answers, many of which were not accurate. Would also be helpful if you could be connected to the same person each time you call or if they could already be briefed on the matter to save everybody time. I'm still very confused about the whole process.

[Lorina14]

@Emma4208 

There are rules about the referral and it isn’t asbclear cut as it appears to be advertised. I read the community center boards about people not getting paid after they referred and once it was because the person who used their link accepted the “free” support from a chosen superhost ambassador which was offered when they were setting up their listing (which I used when I set up and totally recommend) but because they accepted the pair up, that superhost ambassador got the bonus and not the person who gave the link to a friend. They spoke to the superhost ambassador and said that they provided the initial referral and was coaching their friend through the process and the superhost ambassador basically refused to give up the referral fee even though they didn’t really help their friend much (maybe just took a look at the write up and pictures when they have been working with them for a couple of months).

If you give a person the link they need to have the listing live within 90 days of receiving the link. Another condition is that they need to host 3 stays successfully (please check if it needs to be in the 90 day period), and the total of the stay needs to be over a certain total dollar amount (I think it’s $100). Another condition is that you cannot get a referral for someone who already is a host and is opening a new hosting location. The referral must be for a completely new host to the Airbnb platform. 

I was supposed to get 20% over the base referral fee as I am a Superhost and when I contacted customer support they said I received the accurate payout. I told them and showed them a screen shot of the amount that was “promised” and they said the referral amount has changed since then. I have since noted after every review the referral amount and it has fluctuated from the high 600’s to just over one thousand but it depends on what they are offering when you fulfill their requirements. After three different calls to different customer service agents all who gave me different information, I just gave up and accepted the lower amount that was NOT what they promised and I had screenshotted. So the referral bonus has qualifications that one should be aware of so you can indeed get the referral with all their rules.

[Jan501]

At least they let you call 3 times. They shut me out and won't discuss this matter with me anymore. The referral system  needs updating to include long term rentals and it needs to be stream lined. It feels like they are really happy they don't have to give the bonus on a stupid technicality.

[Lorina14]

@Jan501 

Have you wrote to them in the suggestions? They do read it but don’t necessarily respond directly to you. Some people have gotten a better response from doing a shout out to Airbnb on social media for issues. You may want to consider that route to get your issues addressed.

[Jan501]

My situation was escalated and I was called by Shalini who further looked into my unique situation with long term rental and she made sure my bonus was paid. Thank you ABB for going above and beyond and making me feel heard.  

[Lorina14]

@Jan501 

Did they escalate it via your concern or did you do a shout out via social media? I think other hosts would appreciate knowing your method so it could help them in their situation. I know the original poster has been hitting walls when calling customer service.

[Jan501]

I filled out the feedback on my issue with ALL BAD MARKS AND COMMENTS. I also went here with negative comments. I believe it was the feedback that got them to call. BTW, I had to find the feedback email in my junk file.

[Lorina14]

I have written in suggestions for technicalities in their suggestions box and while they don’t respond to you, one of my suggestions was addressed in a new feature (regarding important scheduled messages being skipped with last minute bookings - there is now an override button). I’ve been told that sometimes there is a threshold for software engineers to address a problem, it has to hit a certain number of complaints to be considered a high priority as well as be a priority from management. Every complaint logged does in the end contribute to them potentially addressing issues. Potentially as sometimes they don’t do something because it is too laborious, costly to implement, or Airbnb may not see it as being important in the big picture even though it may be a big concern for hosts.