Customer service updates, payments, and more in the latest Host Update with Catherine Powell

Airbnb
Airbnb Staff
Airbnb Staff

Customer service updates, payments, and more in the latest Host Update with Catherine Powell

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The past few months have been a tough time for all of us, especially hosts and guests. We’ve been listening closely to your feedback in all its forms and working tirelessly to create solutions because we know that encountering delays—especially when it comes to customer service or payments—is incredibly frustrating. 

 

In the latest Host Update, Catherine Powell sits down with Tara Bunch, our new Global Head of Operations, to offer transparency about how we’re strengthening our customer service team and to explain more about our payment process for hosts. Once you’ve watched the video, we’d really love to hear from you. Please let us know what you’d like covered in future Host Updates with Catherine. As always, thank you for sharing the topics that matter to you.

 

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245 Replies 245
Marg11
Level 10
Warwick, Australia

Hi Emilie,

Thanks to you for your effort. The 4 missing payouts arrived in our account this afternoon so we can stay afloat. Current guests' payout is still to come. However, we can buy bread & milk on Thursday for our next guest, pay our cleaner and keep supplies topped up.

Will take a photo of the indigenous quilt covers on Thursday during the changeover.

Marg.

Marg11
Level 10
Warwick, Australia

Sorry, Emilie for misspelling your name.

 

Airbnb support has contacted me again to say that we need to set our account as 'default' which it is set at. We have reset it several times.

 

Airbnb has also sent an email saying we will be paid by 13 May which will be 2 months since the first guest stayed, whose payment has not arrived.

 

My husband and cohost, who is an accountant, considers it like 'skimming', an internal fraud practice where clients' money is borrowed and repaid when funds from another account are stolen.

 

We are not as badly off as other Airbnb hosts as despite the recent increase in food and fuel prices we can manage on our part pensions and superannuation. However, we are now using our savings to purchase necessities and pay to our cleaner. At least we have savings.

 

It is also partially our fault as we used our February payouts to purchase new bed linen and lovely colourful indigenous patterned quilt covers.

 

Marg.

Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

@Marg11 Thanks for letting me know what's happened on your end! I'm glad someone has contacted you and that it's looking like things will get moving very soon now. 🙂

 

On a side note, I would LOVE to see those quilt covers!

 

Emilie

 

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Marg11
Level 10
Warwick, Australia

Thanks Elilie.

Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Marg11

 

I've replied to you in another discussion but I wanted to pop a note here as well just to be on the safe side - I've pinged the team about this issue for you, and will let you know if I get any more updates!

 

Thanks, 

 

Emilie 

 

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Marg11
Level 10
Warwick, Australia

We had assistance all morning, again today and once again removed and reentered our payout method so it will be another 10 working days before this is functioning. Is it worth canceling a future guest to get some quicker result?

Marg11
Level 10
Warwick, Australia

Posted this today to Airbnb:

We have reset our account several times and Airbnb tested it by crediting 1 cent.

We are now owed $1351.86 AU for 4 guests: 
We can not continue providing accommodation for free and paying costs out of our part pension.

Anyone else not paid?

Ashit6
Level 2
Paris, France

@Catherine-PowellI am a superhost and sadly I must state that I am owed more than 166K INR for the last 6 Reservations. I can see it in upcoming payouts in the transaction history but I am not getting paid since December 17th 2021 and it is now coming to 3 Weeks despite going through customer service numerous times. Pl help

Sarah977
Level 10
Sayulita, Mexico

@Ashit6  Catherine Powell does not read nor respond to posts here. This is just a discussion forum for hosts and guests.

Ashit6
Level 2
Paris, France

@Catherine-PowellI have close to 100,000 Rupees overdue. I have been with customer support for the past 4 days and I am not getting a satisfying answer. Cud u pl assist  thanks

 

Craig671
Level 2
null

How do I lodge a formal complaint , your staff are not assisting me with my payouts issue . I added my SOUTH AFRICA TAX DETAILS FOR ‘ 2021 , end of December’2020 . Now I am told my payouts have been stopped due to no SA TAX INFO ON YOUR SYSTEMS ??!!!!!!. DAFT , to say it nicely . NOW YOUR STAFF ARE ALL TO STUPID TO UNDERSTAND, “ PLEASE SEND ME THE SA TAX FORM TO COMPLETE “ , Or  they lack Rnglish skills ? . FED UP NOW AGTER WEEKS AMD WEEKS OF TRYING TO MAKE SOMRBODY UNDER , the replies I get are absolutely hilarious!!!!!!!!!!. SORT IT OUT OR I GO THE NEWSPAPERS . 

 

Julieanna0
Level 10
San Antonio, TX

Sadly, @Craig671 , most of @Airbnb‘s support ambassadors are volunteers.  They probably are trying to do the best they can with the knowledge they have.  I agree with @Sarah977 , this isn’t the place to directly address customer service, as we’re other hosts.  However, I can tell you from my past personal experience, @Airbnb  doesn’t like public exposure.  

I know it is so difficult to stay calm when, a large majority of the time, the responses you are given don’t even make logical sense.  Again, remember, the support ambassadors are probably reading the same thing over and over from a script provided to them and don’t know what to say beyond that.  Insist that a manager contact you.  Try to get them to do this via the app or email so that you have a written record of conversation.  Check the legalities of recording phone conversations in your area,—most places allow for this as long as you disclose it up front at the beginning of the phone call.  I personally use an app on my mobile phone called “TapeACall.”  This can also help in resolving problems with Airbnb.

 

Your idea of going to the local news is a good one.  Also, use any social media you have at your disposal in order to garner some type of response.  @Lizzie , can you step in here and refer someone to help?

 

Best of luck going forward!

 

 

Julieanna
Sarah977
Level 10
Sayulita, Mexico

@Craig671  This is a discussion forum for hosts and guests, not Airbnb customer service. I'm sorry you aren't receiving your payments, but you are yelling in all caps at other hosts here, who can't facilitate your payouts, not Airbnb.

Craig671
Level 2
null

Sorry I never realised that , no need to have an anxiety attack about it 

Sarah977
Level 10
Sayulita, Mexico

@Craig671  An anxiety attack? That's what you call letting you know this isn't Airbnb cuustomer service so you'd realize this won't reach who you were directing it to? 

Most posters say thank you.

Scott-A135
Level 1
Saskatoon, Canada

We have had an ongoing problem with Airbnb not releasing payment for over a month now.  The support people have been useless so far.  Ever since they requested updated business information we have not been paid since mid October.  Has anyone else had this problem?  Have you found a way to resolve it?

 

Ashit6
Level 2
Paris, France

Same issue for me. Not been paid for 6 resrvations. Shows up in transaction history as an upcoming payout but has not been paid for the past 3 weeks now. Customer service agent tells me give it some time without any limit!!

Craig671
Level 2
null

I have the same problem, for weeks and weeks I am sick and f…..g tired of their crap . Craig Hancocks , Plettenberg Bay SA . 

Joanna578
Level 2
England, United Kingdom

Hello Julia 

 

Thank you for responding.

 

We still have not received the huge sum of money they owe us.

 

We have contacted them through Instagram and LinkedIn to no avail.

 

We are looking into the small courts to claim back the money.

Julieanna0
Level 10
San Antonio, TX

@Joanna578 , it looks like you won’t be the first or the last to sue them.  

I found this article online,—and it has some helpful points, including how to write a demand letter.  https://www.peopleclerk.com/post/how-to-sue-airbnb

 

This site might also help you:  https://www.airbnbhell.com/five-star-airbnb-host-zero-star-service/.

 

So sorry you are going through this as it is so very frustrating!  I would definitely suggest switching to another platform as I don’t see how Airbnb is going to stay in business, especially if B Chesky doesn’t step down.  

 

Julieanna

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