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

BeloRauschBG.png

 

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.

 

Visit the Resource Article

 

245 Replies 245
Katie
Online Community Manager
Online Community Manager
London, United Kingdom

Hey @Super47, thanks for getting involved and posting on this thread. Just a heads up that you had posted the same comment a few times, so we have removed the duplicates for you (we don't want to spam the thread).

Alan175
Level 2
Chicago, IL

Wow, hope that’s not all that was taken  away from the post. It sho I’lld be reposted, she’s preaching the truth!

Super47
Level 10
null

Hey @Katie,

 

There was no spamming whatsoever. Every time my comment was posted, it (very frustratingly) disappeared into thin air and wasn't showing on the thread, so I had to repost several times before it "stuck" 

 

So if my comment did later appear several times, then that was down to your system failures, and certainly not down to me spamming the thread. 

Penelope
Ian-And-Anne-Marie0
Level 10
Kendal, United Kingdom

@Super47 @Katie 

Every time my comment was posted, it (very frustratingly) disappeared into thin air and wasn't showing on the thread

 

Thats been happening a lot.

 

I messaged Inna last week about missing messages on her thread about customer services last week, for the messages to reappear, and I had notifications of messages  updated "an hour ago" which were 3 days old. 

 

Here's a heads up on spamming @Katie if you want to delete more messages:

https://community.withairbnb.com/t5/Airbnb-Updates/Party-policy-updates-Superhost-status-extensions-... Five in a row there, I think.

Katie
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Ian-And-Anne-Marie0 @Super47,

 

Ok sure, great that you've reported it here, thank you 😊

 

@Super47  if you've been having this issue yourself, then it would be great if you could let me know what browser and operating system you're running, and which version of each - that way it will help the team to narrow it down a bit and identify the issue. 

 

@Ian-And-Anne-Marie0 thanks for the heads up re: spamming on another thread - I'll take a look and remove any dupes.

Julie3608
Level 2
Oak Island, NC

Amen! We literally had a customer "service" response that stated "I would like to inform you that the turnaround time for a user to get support is within 24 hours,....." as if this is acceptable! 24 hours! They then proceeded to give us generic information regarding our issue that was nothing more than what you can search on the site. It was a useless, fruitless and utterly frustrating interaction.

Dee--and-Barry-0
Level 2
Erie, CO

I've been waiting 7 days, so far, for Customer Service to tell me why payment is two weeks late, or better yet, process the payment.  I did get an email response saying they were turning it over to another team to investigate.

Dee--and-Barry-0
Level 2
Erie, CO

Customer Service did respond late yesterday (9 days after initial inquiry) and released the payment today (Sept 10).. The explanation for delay is that the host's bank did not, for an unknown reason, release the payment as scheduled.

Tina567
Level 2
New Jersey, United States

I am waiting for a call back from a supervisor.  No payment today 24 hours now 32 hours after check in and the rep told me 3 days to process through PayPal at which time the guest will already have check out!!! No money until after checkout... NOT ACCEPTABLE!!!! 

Daniel-Augusto0
Level 2
Brasília, Brazil

I have been waiting for more than 2 months for an answer for the same question... 

Catherine-Powell
Administrator
Administrator
Malibu, CA

Hi @Daniel-Augusto0,

 

Thank you for your comment here, and I'm so sorry you've experienced these delays with your case. Our aim is to return to normal levels of service by the end of the month, eliminating the need to prioritize those with bookings within 72 hours. We know you expect more from us, and we’re working hard to correct this inconvenience. I look forward to sharing more updates soon. Best, Catherine

Daniel-Augusto0
Level 2
Brasília, Brazil

I have been waiting for this call or my delayed payments for 2 months!

Daniel-Augusto0
Level 2
Brasília, Brazil

And the worse is that, if I ask for updates, Airbnb answers I should not ask, as each time I ask my case goes back to the very beginning. So I just have to wait until I do not know when... I dont know what to do @Catherine-Powell 

Sandy366
Level 2
Athelstone, Australia

I too am awaiting a payment for guests that checked in 47 hours ago. I contacted the the support team 31 hrs after check re the payment delay  and was assured payment would be processed that same day.  

So frustrating,  today  I message the support team  again and have received no response

Sandy366
Level 2
Athelstone, Australia

Payment has now been  released (Sunday)

Katie
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Sandy366, welcome to the CC, and I'm sorry to hear you've had a delay on this payout. I have just sent you a DM with some more info on your case, so do take a look when you get a second 😊

Ewa8
Level 2
Inverness, CA

Hello there,

This is Ewa B. from California.I have been a host for 7 years and have several listings.I had been missing 6 payments from June 12-15 2020 for over $1700. 
Payments were sent to Clearbank ,bank who I had a loan trough Airbnb few years ego.

The loan was paid off and the account was inactive. So I never received these payments.
When I contacted with customer service they said that can not located the money.

Clearbank received the money but when was no recipient(me) he sent it back to Airbnb..

i don’t understand how is difficult to get the transfer information??I called the bank and they said that only Airbnb can follow up with the refund since they sent the payments.

I called and wrote many messages to Customer Service regarding my missing payments .

  How can I get my money back?? Which department to contact. Does anyone have the same issue? Ewa

Katie
Online Community Manager
Online Community Manager
London, United Kingdom

Hey @Ewa8, welcome back to the CC, it's great to have you 😊 I'm really sorry to hear about your issue with your bank. The Support team have let me know that you've been in touch with them for a while now, so I'd advise you to stay in touch with them and they will continue to assist as best they can. 

Ewa8
Level 2
Inverness, CA

Hello Katie,

thank you for your response . I’m really upset because is unbelievable how customer service can’t follow up the payment information from the bank? 
Airbnb sent money to Clearbanc , the bank which is not mine anymore . I asked the team to contact the bank to get the right tracing number for the return but no one even get in touch with them. I got only respond that proceeding payment doesn’t have idea where is the money? Of course they process million  transaction daily. 
I spoke with Clearbanc and I can’t get any more info about this transactions since this account doesn’t belongs to me anymore was closed in 2019 and only sender Airbnb can follow up with them for right information. I need help with this please. Does Airbnb takes responsibility for misplacing hosts money?? There is 6 transaction made in June 2020 and now is October and no one knows how to locate the money??? ..How can I get my money back??? Sincerely Ewa Bonini

May156
Level 2
Manchester, GA

@Dee--and-Barry-0 @Katie @Airbnb 

 

 I have a payment from November 2019 that I still have not received. Every time I contact them I am told that it is a computer glitch and they are turning it over to another team to investigate.  Then they close the case.  

 

Anybody have any ideas how to get some attention.  

Penelope0
Level 4
Englewood, FL

No-- threaten or take  legal action?

 

Explore Resource Center articles

Making your home ready for guests
Tips from Airbnb plus hosts: How to add thoughtful touches
Supporting guests during their stay