// Not receiving payouts, not getting Airbnb support?

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Pacific-Azure0
Level 2
Puntarenas Province, Costa Rica

// Not receiving payouts, not getting Airbnb support?

Hello and hopefully someone can help or advise. I haven't received my last 3 payouts from Airbnb. I've contacted my local bank here in Costa Rica and they've explained the issue is that the wire is missing the Ordering Customer or the information of the Ordering Customer is inaccurate when the wire is sent. I just can't seem to get any help to explain this in order to resolve the issue.

 

I been contacted by a "Payments Specialist" and he abruptly closed the support case.

 

If anybody has any advice or help, I would really appreciate it.

 

Thanks so much!

1 Best Answer
Pacific-Azure0
Level 2
Puntarenas Province, Costa Rica

Hello,

My problem has been resolved. The problem is BCR they are a terrible bank to work with. They decided that the way Airbnb sends the funds is missing the "Ordering Customer"  in the wire's format. So without any notice whatsoever to their customers they've sent the funds back to Airbnb. I've changed my default payout method to another bank here in Costa Rica and the funds are coming through. 

 

To fix this you need to call BCR's department of International Commerce. This is their number: 2287-9044. Ask them to email you the transaction receipts of the funds they've returned to CitiBank which is Airbnb's payment processor. Send those receipts to customer support so they can track the funds. Be patient and they will resend the funds. Important thing is to change the payout method. 

Hope this helps.

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25 Replies 25
Natalie1075
Level 2
London, United Kingdom

Good Morning,

@Nick @Quincy 

 

I've been an airbnb host for many years now and for the first time this month I haven't received a payment for a guests stay. They checked in on the 5/10/22 and under normal circumstances I'd be paid the following day via Paypal. The guest checked out on the 15/10/22 and a new guest checked in the same day. I've been paid for the new guest today, but I'm still awaiting the larger payment from the guest before. I've contacted Airbnb CS endlessly for days and been told that my request has been escalated and is with the 'technical team'. Yet no one can give a definitive answer of the turnaround time for the technical team to resolve the issue.  My patience is wearing thin, there seems to be nowhere to go with this and I'm appalled that Airbnb comfortably present themselves this way to loyal hosts.  I don't think I can continue with a company like this going forward, especially since reading past threads and realising nothing has changed for the better over the years pertaining to this issue. I'd really appreciate your help in trying to sort this matter out please. 

RobandJen0
Level 2
British Columbia, Canada

We are having the same issue here in Canada, we are hosts with over 30 properties on their platform. We have stoped receiving payouts since sept 12th. no response from airbnb support and they keep telling us to wait 24-48hrs.  they say that our case is escalated to the payments department and they can see that it is at compliance.  But they have no way to transfer us to that department. They owe us over  $186,000.00  dollars at this point. the fact that no one can call us back is ridiculous.

This is beyond frustrating as we are getting nowhere with support.  

Any help would be greatly appreciated. 

Jeremiah94
Level 2
Liberty, MO

It is unethical business practice  what Airbnb is doing. They have announced a 2 billion dollar buy back of stocks/ huge earnings for quarter two and still have not payed many hosts for stays. We have not been payed from Airbnb for over 7 weeks and know other hosts personally that have also not been payed for their stays in Greece. @Pacific-Azure0 @Pura-Vida-Surfers0 @Damian291 

Bertrand247
Level 2
Mauritius

Hi..I bought an apartment where the former owner was on Airbnb. I took over his account and updated with my details.i decided to clear all former stays and without realising cancelled the 2 last stays which were in April and May. My first guest arrived end of June. As I was not receiving any payment I queried and was told that since I had cancelled 2 previous bookings on the system Airbnb had refunded the amounts to the guests. Now they are refusing to pay me saying that I owe them the amount they refunded. How can this be that Airbnb refunds customers who have stayed and paid on the basis that I pressed cancel? They tell.me that until the amount is covered I will not be paid. This is insane dishonest. It is not possible to cancel a current stay without calling them and yet they pretend that they have processed automatic refund for a former stay whoch by they way was not my earning but that of the former owner. I suspect that the ambassadors are playing the fool with me and they it is not true that they refunded the former guest but what can I do? Can this be escalated? 

Pura-Vida-Surfers0
Level 2
null

Hey @Pacific-Azure0 have you received your payments yet?   I am dealing with the same issue.   I was using banco de Costa Rica and they informed me that they are now requiring a different format for all incoming wires and although they informed airbnb of this they didn’t change anything.   So they bank started sending back the payments.   Once I realized I changed my bank account on file and have received new payments but not they ones that were rejected from the previous bank.   Customer support is totally useless and Keeps closing my tickets even when they are not resolved.   If you have any advice i would really appreciate it!!

Pacific-Azure0
Level 2
Puntarenas Province, Costa Rica

Hi @Pura-Vida-Surfers0 

I have received the payments that BCR returned. It's not Airbnb's fault, it's BCR. BCR is pretty much the worst bank to work with in Costa Rica.

 

Here is what you need to do:

 

To fix this you need to call BCR's department of International Commerce. This is their number: 2287-9044. Ask them to email you the transaction receipts of the funds they've returned to CitiBank which is Airbnb's payment processor. Send those receipts to Airbnb customer support so they can track the funds. Be patient and they will resend the funds. Important thing is to change the payout method, since you already did you will receive the funds. Can take a a few weeks but you will get them.

 

 

Pura-Vida-Surfers0
Level 2
null

I've actually done exactly that.  But i keep getting the run around from airbnb support.   They have even deleted my messages and closed my ticket before the problem was even solved.  I have a ticket open again and they've told me they've traced a located the funds a week ago but I have still not recieved anything.  When I call for more information they tell me theres nothing they can do because theres already a 'specalist' handeling the case.   If anyone has any advice please let me know.  I'm at my wits-end. 

Hacienda13
Level 2
Nosara, Costa Rica

Quick update ..I just recived confirmation from BCR that they charge us$25 per each rejected transaction.

this bank is unbelievable.

BCR decides to change its rules on receiving international deposits, applies it, doesn't tell anyone and then charges their clients for the surprise changes they made. Wow, leaving in "paradise" at its best.

Yes BCR should not be charging its clients for this.

and IF they have requested ARIBNB to make changes in the TEXT on the payouts (since May 9) and AIRBNB doesnt want to do it..then I think there's some share responsibility for this ongoing issue affecting many hosts in CR.

 

Angeles0
Level 2
London, United Kingdom

I haven’t either. I had a chat with customer service about it and they said they were going to check and get back to me but didn’t. 

Dyanne6
Level 2
Toronto, Canada

I've been having the same problem. None of my payments for May have arrived in my BCR bank account. Almost $4,000 use missing. Airbnb has been a nightmare!!!! every person I talk to or e-mail with tells me its not their department. 

If anyone has been able to retrieve their money please let me know how you were able to get it, mI'm desperate to pay my bills etc. I'm Casa Coco in Nosara

**

@Pacific-Azure0 

Casa Coco Nosara

Pura-Vida-Surfers0
Level 2
null

@Dyanne6 have you had any luck yet?   I have been dealing with the same problem for over a month now and have sent airbnb support the info from banco Costa Rica with the payouts they rejected but have not received any held.   

Pacific-Azure0
Level 2
Puntarenas Province, Costa Rica

Hello,

My problem has been resolved. The problem is BCR they are a terrible bank to work with. They decided that the way Airbnb sends the funds is missing the "Ordering Customer"  in the wire's format. So without any notice whatsoever to their customers they've sent the funds back to Airbnb. I've changed my default payout method to another bank here in Costa Rica and the funds are coming through. 

 

To fix this you need to call BCR's department of International Commerce. This is their number: 2287-9044. Ask them to email you the transaction receipts of the funds they've returned to CitiBank which is Airbnb's payment processor. Send those receipts to customer support so they can track the funds. Be patient and they will resend the funds. Important thing is to change the payout method. 

Hope this helps.

Damian291
Level 2
Puerto Viejo de Talamanca, Costa Rica

Hi @Pacific-Azure0 , i'm glad to hear that you got your money!

Can you tell me which Bank are you using now?

And more importantly, how long did it actually took to Airbnb to resend you the money?

I've been dealing with this problem since May 9th and asking for a solution since the 20th, I changed my payment method to PayPal on the 20th but I still don't get any money from the transfers that were rejected, and haven't heard anything from Airbnb, they stopped answering my messages on the 5th of June...

Terrible customer service from Airbnb, they never give me any direct answer about the problem and then they moved me to another "department", one that doesn't receive calls. what a joke really.

 

Thank you in advance for any extra info you can share.

 

Damián

Pacific-Azure0
Level 2
Puntarenas Province, Costa Rica

Hi @Damian291 @Angeles0 ,
Luckily I had an account at Banco Davivienda, so I switched my payout method to them. It took approx. 3 weeks for them to track and resend the funds. Make sure you send Airbnb the bank's transaction recipients of the funds they sent back to Citibank. Hope you guys get your funds back soon, I know it's stressful.

Hacienda13
Level 2
Nosara, Costa Rica

Hi,

what bank are you using?

force to look at alternatives to BCR

thanks,

HS

Pacific-Azure0
Level 2
Puntarenas Province, Costa Rica

Hi @Hacienda13 ,    

I had an account with Banco Davivienda so I switched the payout method to them. Now it's working with no issues.

Quincy
Online Community Manager
Online Community Manager
London, United Kingdom

Hi there @Pacific-Azure0, I'm happy to hear that this has been resolved. I'm once again very sorry that this has happened to you. I hope you have a great weekend! 

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Hacienda13
Level 2
Nosara, Costa Rica

Hey Quicy,

is great to see the  @Pacific-Azure0 was able to resolve his  problem and that he had another bank handy to "quickly" switch payout accounts...BUT the issue between BCR and AIRBNB has NOT been resolve and as more hosts are finding out their payouts are not been accepted since May 9 , then the more time and resources this will take for all.

 

It will help to have someone in the "payout team" well informed about this issue and explain the options available for host with all the info that has been provided by various hosts willing to help others, on this and another similar conversion in Spanish.

https://community.withairbnb.com/t5/Ayuda/Problema-al-recibir-pagos-via-transferencia-directa-a-banc...

 

An action/initiative like that would be more then welcome from airbnb so hosts can navigate this annoying and frustrating issue with at least some help from AirBnB.

Because passing this issue along from one team to the next, doesn't  solve anything for anyone and increases frustration.

Dyanne6
Level 2
Toronto, Canada

Quincy
Online Community Manager
Online Community Manager
London, United Kingdom

Hi there @Dyanne6, I'm sorry to hear that you're also experiencing issues with this. I will pass this on to the team for you, however, have you also seen @Pacific-Azure0's reply regarding this topic? 

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