negative saldo

[Suzanne675]

Hello!

A guest of mine cancelled a reservation (COVID, couldn't come, USA - Europe, not possible to travel). All by the book, no problem I thought.

But now I have a negative saldo. The (my) transaction history says I have to pay more than € 1.500,00 (although I never got one cent).

It is a negative saldo. I saw in my transaction history the guest name and - € 1500,00, but didn't give it much attention because I thought it was an 'airbnb  thing' to address it like this. However ...
I had other guests for the last 2 weeks (the first since the lockdown), and now airbnb does not pay me. I send an e-mail to the help centre 6 days ago (no reply) and I called the helpdesk but no one is helping. "Sorry mam, I put you on the priority list" ... but no one is calling back.

What can I do to speak to someone of airbnb with the right knowhow? And has anybody of you had a similar problem?

Thank you, all the best! Suzanne

[Debra300 · Accepted solution]

@Suzanne675,

There is a new Dutch language community: https://community.withairbnb.com/t5/Community-Center-NL/ct-p/Community-Center-Dutch.

Regarding the cancellation, it's Airbnb's policy to deduct the amount from the host's payout until 24 hours after the scheduled arrival date.  Also, there have been numerous posts about Airbnb not making payments for the past couple of weeks.  Supposedly the issue has been resolved, and hosts are getting payments.  Have you contacted Airbnb customer service?

[Suzanne675]

Thank you @Debra300 , often it's so much easier to explain something in your own language.

@Sarah977 thank you aswel for taking the time to answer me.

I was a bit desperate because for more then 1 week nobody from the airbnb Help Centre answered my e-mail or called me back. 

I don't know what eventually helped: sending a message to the Online Community Manager of the Dutch Community Centre or because I called the Help Centre again and just spoke to the right person. I made the call before the Online Community Manager had answered me. 

The lady I spoke to understood the problem immediately, and tried to fix it right away. That was a great relief, not somebody who was telling I had to wait till a specialist would call me back...
This morning the money was on my account.

I'm happy, thank you ladies!

[Suzanne675]

@Debra300,  thank you, I hadn't found of the Dutch Community Centre yet, I will check it out!

I have contacted the Airbnb customer service a week ago, by e-mail and haven't got a reaction yet. I also called, after a few days (2x), but the persons first in line couldn't help me. They promised me to call me back, but I'm still waiting ... I am concerned because of no help or explanation from airbnb at all

[Sarah977]

@Suzanne675  Airbnb's customer service has more or less vanished. Hosts have been waiting weeks for replies, even to issues which are quite urgent. Never believe them when they say they will call you back- they never do. You can try messaging them on their Twitter account, but I don't know if even that method, which is normally said to get the quickest responses, is functioning well at this point, either.