The tenant tells me that he paid the second month but I didn't receive anything!

[Francois66]

Hello people!

There are tenant for a 2 month stay. 

Only the first month was paid upfront. Their stay is almost finished and I asked the tenant for the last payment.

He told me that he made the payment more than 10 days ago and I didn't receive anything yet?

Impossible to reach a human being at AirBnB.

Can someone help me please?

Thanks in advance.

Ciao

[Jessica-and-Henry0 · Accepted solution]

@Francois66

https://www.airbnb.com/help/article/245/how-do-i-pay-for-my-long-term-reservation

You should have contacted ABB immediately at the beginning of the 2nd month! (Not sure why you would let someone stay for free for so long.)  Normally, at the start of the 2nd month, the payout notification e-mail is sent then the money shows up in your account a couple days later. You shouldn't have to ask the guest about payment. (and same for guests because ABB is the one handling all the payments) It is ABB's responsibility to get payment for the reservation from the guest and ABB's responsiblity to pay the host for the reservation. 

Here are links about/for contacting Airbnb

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245

https://www.airbnb.com/help/contact_us#/

I suggest you try "Request a call" (I've never tried this before but those who have say it's good) 

[Francois66]

Thanks Jessica & Henry.

In fact, I'm is constant contact with the tenant and he sent me a proof of his payment. 

I reached out (I finally succeed) airbnb and the tool me that the money is between their hands and they have an issue withthe deposit process in my account... but they didn't tell me until I asked directly. 

Thanks for you prompt answer.

regards 

[Jessica-and-Henry0]

@Francois66

Glad to have been able to help 🙂

[Janice85]

Yes it is excellent ..  I requested a call and received a call immediately and my problem was ironed out.

Thank you Airbnb !  Jan

[Janice85]

I have never found it hard to get in touch with the people from Airbnb.  You must be doing something wrong not to be able to find out how to reach them.