On September 17th, a guest arrived. The next day I received payout of $808.01. This guest was supposed to stay for 13 nights. On September 19th, Airbnb requested an alteration for one additional night but did not include the amount to be paid for this one night. I accepted this alteration for one night and within two hours, I cancelled it, due to what I believe was a technical problem. I have a lot of correspondence with Airbnb and the guest from that date to support this statement.
Airbnb made an input error and showed that I must make a refund of $808 or more (uncertain) to the guest. When I learned of this, at the beginning of October, they told me that they would correct this error. This did not happen.
Airbnb has kept payouts from three of my guests, totaling $795.40 to cover this error. I closed my account for one week. Managers assured me that I would receive the money owing me. I reopened my account for guests, and learned that they did not do what they said they would do. I am now closed down permanently as my calendar will confirm. Even PayPal shows that I owe $261 in addition to what they have kept – or at this time I wish to say, stolen.
I have dealt with customer service representatives daily now for 17 days, including a few managers. I call Airbnb or email daily, only to receive similar responses every time. I am good with details as you can see, and everyone with whom I spoke could see where the problem lay and the mistake, but no remedy was forthcoming. Written responses in no way reflected the content of our conversations.
One representative from a North American office, listened, understood, and told me on October 8th that I should receive what was owed to me within 24 hours, but his written response instructed me to “check with your bank”. Another manager told me that it was stuck in the system and would take a few days. Another manager told me that my case had been sent on to their payment department. A manager from the Manila office refuses to communicate with me in any way.
October 20th: I was informed that I requested a new manager.
October 23rd: I spoke with Airbnb’s Manila office. They mentioned that they would need to contact the guest. That is not my problem, and Airbnb, like any company, is obliged by law to compensate victims from hardships of errors.
October 24th: Customer service told me that I have almost paid off my debt, and would get a partial pay out for the next guest. This was after I had reviewed the details, the error – as if I would be comforted.
October 24th Airbnb’s Nevada office informed me that I had a new case manager.
October 25th: The manager was not available.
I have repeatedly asked for a supervisor above the manager to be told that there was no such individual.
Many support workers replied with the statement “I hope you are happy with the resolution”. They do profusely apologize. I cannot count the times that I have heard “I am very, very sorry”.
I have been hosting for two years, with over 90 reviews and 4.7+ star ratings. I am a senior, rely on this income, and do enjoy all the wonderful guests that I have hosted, but now my income is gone, and I have shut down as mentioned earlier. This is a tragedy, and I will hope and pray that the principals of this site can direct me to someone that can intervene, and give me justice.