Having hosted someone from Italy for 12 days in our Australian apartment in January we are still waiting for payment. We received an automated email saying we would be paid on January 23rd. We have been on Airbnb’s books for four years now and have Superhost status. Despite numerous calls to their call centre – the staff of which point blank refuse to pass you on to the management level and if you persist with the request, cut you off – nothing has happened. All they do is pass a so-called ticket to their non-responsive team. Despite many emails to this group no one comes back and now my emails are bouncing back saying they are not deliverable. I wonder what filter they are using to do this? Is it fraud? The work of the FBI or maybe Brian Chesky? On top of this, someone within their organisation has switched my daughter’s bank account details back to those of one that was closed in 2014. So despite receiving money being deposited in 2015 and 2016 now it has been changed back. Hence my use of the word fraud. I can’t help but notice articles in Forbes Magazine where this is now a worldwide issue regarding non-payments and the behaviour of their call centre. It also mentions that the company is worth $25 billion, which clearly adds up to a lot of non-payments. I also noticed that they had a TV ad shown during the Super Bowl. What’s the cost of one of those, three million dollars?
My account was hacked sometime before October 17th. I realized something was wrong one week later, because I could not receive the emails my future host was sending me, and I wrote Airbnb asking for help. There was no reply. On November 6th I realised, entering my account via Facebook, the system didn’t recognise my email, my account had been hacked, and my email address had been substituted with another. I was not able to change it back again, because I was asked for a password that I didn’t have, as it had been changed as well by the hackers. From that moment on I wrote six emails to firstname.lastname@example.org and never received a reply. I kept calling the assistance number in Rome and every time I was kindly told that they would take care of the problem.
On November 23rd, as no one had helped me yet, I tried something different: I cancelled my account. I could do it with no password, just a click. Then I called the number again in Rome, fearing that I would not be paid the following month, for the guest I am currently hosting, and again urging them to find a resolution to my case. I received two different replies: according to the first person I talked to, I wouldn’t receive any payment, because my account had been cancelled; it didn’t matter if my guest paid and or if I was out there without an account. Airbnb had my IBAN. That made me furious. The second person I spoke to told me to keep quiet, because I would receive my payment on time, even without an account. Well, I waited until today, because my payment was due yesterday. In the meantime I wrote two more emails to email@example.com, telling that I had cancelled my account, yet I was expecting a payment. There was no reply. Today I have called again and have been told that the payment has been blocked by them and there seems to be no way out other than to keep waiting for Airbnb to solve the problem. I have a long-term guest, who will stay here until June for 600 euro a month; she can’t cancel, because she would have penalties that we were not able to measure. So for the moment she is paying Airbnb for a month’s rent and they are not forwarding the payment to me. I am really angry and don’t know what to do…
Almost two months ago my guest absconded. No problem, I thought. Airbnb took payment for the month he was here and will cover the other two months by deducting payment from his credit card. However, Airbnb did not process the payment for the month the guest left. I have now phoned and mailed Airbnb so many times I cannot remember and still failed to get any answers from them, let alone money. The guest lived in my apartment for free, left it in a horrendous state and, because it was in a student town, the apartment was empty for the period in which I should have had a tenant. Airbnb had no response. No help, no explanation, no payment!