I have been having quite a time or should I say waste of time trying to get a problem settled with my Airbnb account. Let me say up front I do a lot of business with Airbnb and have for the last six years. It works as long as there are no problems but when there is a problem good luck; it pretty much is a matter of luck trying to get something resolved. The situation at hand is a matter of the payout. I have been talking to customer service at Airbnb every day for about two weeks. I have been hung up on, I have been lied to, I have been told to wait 24 hours and it will be resolved three times, and during the last call I was told I was in a queue and I just had to wait. Customer service can’t seem to talk to accounts. Accounts is responsible for payouts. Hosts and guests can’t get to accounts and it seems that customer service can say or do anything they want without recourse. Now I know Airbnb is a privately held company and they are very reticent in letting people know how Airbnb works. They grew fast and I have heard time and again that these problems are just growing pains, but this is seriously affecting my ability to pay bills. One of these bookings in question was for three months; they are living in one of my apartments now. There has been no money exchanged. It’s not the guest’s fault and there’s no way to get this settled until Airbnb decides to respond. Who knows when that will be. The Secretary of State of Rhode Island has told me I will have to hire a lawyer. I’ve told this to Airbnb and received no response. They don’t seem to care about bad press or a host that is bringing in over six figures a year in bookings for them. I find it a bit unbelievable how this kind of business practice can continue but they have gotten so big that I guess it just doesn’t matter. I would be interested if anyone out there has any suggestions on what to do next.
Same problem here too. I’ve been a host for over 3 years and never had an issue until now. For some reason they changed my bank account details to an old closed bank account which is why the payout is missing (apparently).
I’ve rung, emailed ad nauseam and have had no luck so far. It’s been 3 weeks since our guests checked in and a week since they left. Their contact centre is a joke, I’ve been hung up on numerous times and they won’t put me through to the accounts department. Just keep telling me that they will be in contact shortly……still waiting.
I have unlisted the property and will be taking my business elsewhere but that doesn’t help me get my $1000 that is owed to me.
I’ve had the same problem — but with just one guest. The guest before and the guest after payments have come through. This one guest, though, I received two payments and the rest have not come through – about $1,200 since 12/17. When I told the guest I hadn’t been paid, she got angry – other guests would have offered to call Airbnb too. Airbnb was great with helping me get her out (she was violating house rules). I was told her money was paying back a guest who had overpaid, then I was told it was because I didn’t accept alteration (I sent a copy of the error when I tried to accept), then I was told they guest wasn’t paying, then told it was a global error on Airbnb’s part… Still bugging them daily by phone and twitter.
you have hit the nail right on the head, airbnb has grown way to quickly and they are making enormous amounts of profit, so they do not care at all about providing efficient customer service or taking care of any problems with there guests or hosts. This type of non caring incompassionate dis respectful behavior is the norm for airbnb, the truth is they don’t give a care in the world about the revenue you have made them. I suggest you proceed forward with seeking a lawyer, & best thing you can do is bring your business elsewhere to their competitors.
A lawyer can’t help you.
Per your contract with Airbnb your only recourse is arbitration.
Request that by registered letter.
Don’t get your hopes up. But a lot of requests for arbitration will make the company look like they have some unresolved issue’s.
This is negative publicity that a company that is getting ready for their IPO that will make all their employees millionaires may not want.