Trouble getting a payout from Airbnb. Im getting the run around.

Geoffrey265
Level 2
Río Grande, Puerto Rico

Trouble getting a payout from Airbnb. Im getting the run around.

Good Afternoon. A couple of weeks ago I had a guest whose family member ran into some health problems while staying in my condo.  This person asked if they could stay an extra two nights, and as a courtesy we offered her two nights at a discounted rate.  she accepted the first night and I was able to add on a night for about a 50% discount.  After the first extension, she decided that she wanted the second night as well.  I called Airbnb and attempted to repeat what had been done the first night.  I thought all was well until the guest, after checking out, notified me that she had been refunded the large portion of her stay.  Apparently and Airbnb ambassador made a mistake and refunded over $5600!!!! I called immediately and was told the case would be escalated.  Over the past nearly two weeks, it has gone through three Senior Case Specialists and I have not received the money back.  I have been told, several days ago, that the guest was even willing to send the money back that was refunded.  I still have not had this issue resolved and it has been  nearly two weeks.  I wake up anxious about this every day and all I hear from Airbnb is " my team is working on it".  Does anyone know what this means?  I keep getting sent to different specialists.  Airbnb made the mistake, I am the one that is paying for it.  Does anyone know what I can do beyond calling the Airbnb Superhost help line?   Thank you in advance.

 

1 Reply 1
Rebecca
Community Manager
Community Manager
Suffolk Coastal District, United Kingdom

Hi @Geoffrey265 👋

 

Sorry to read about this situation. I wondered, as it's been a little while, if you'd heard anything further from Airbnb customer support? 

 

It would be great to hear an update. 

 

Looking forward to hearing from you. 

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