Taking Payment Off of Future Guest Stays?

Airbnbs in Calaveras County finally reopened in June. My first guests were to be a young couple and their two dogs. I was excited about getting my little cabin in the mountains ready for them, to clean and sanitize the cabin by Airbnb’s new procedures. My guests were to arrive on June 26 for a weekend stay.

On that day, one guest called me at 2:00 PM. I thought that he was already there and was calling to ask a question. Instead, he said that they were still at home in Davis, and that he had to cancel and wanted a refund because of extenuating circumstances. I explained that it was out of my hands at this point and that he needed to call Airbnb.

Later, Airbnb called me and asked if it was okay to refund his money. I had not been paid yet; it usually takes about four days, so I told them go ahead and not charge them. I asked to have at least $50 for the time and travel that I had done to get the cabin ready. They said okay.

A few days later, Airbnb sent a message saying that they were going to return all of the money, including the $50. They had already sent me $50, not the $276.45 that was the original cost. They said that they would take back the $50 from my next guest’s payment, which was scheduled for July 7-9. Instead they decided to not pay me at all for the next guest, saying that they had paid me for the first one on the 26th.

I asked them several times — many of which I was waiting for hours on the phone — for a human to answer or fix this problem but they keep saying that someone else would contact me. This has never happened. The last human I talked to agreed that they owed me $225.45 ($276.45 less the $50) but I have not received it and that conversation took place on July 17. I can’t get in touch any other way it seems.

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Hosts Take All the Risk for Airbnb Platform

Airbnb does not guarantee payments to their hosts. Airbnb does not collect all money upfront. Hosts take the risk of collection.

Imagine you’ve just received a guest and they are checked in. Like a hotel, you expect that they paid in full for their reservation before being allowed to check in. Airbnb tries to collect money upfront, but does not require it. They also have marketing programs which allow guests to pay in a payment plan. Airbnb does not tell you if they have not collected the money. It’s a secret.

What is our experience? We don’t keep track of payments too closely. We just assumed that Airbnb collected and remitted all payments to us the next day after check in. We have $1500 owed to us, all from guests who checked in, checked out, and never paid. We have one guest that stayed an entire month, and Airbnb did not collect payment, nor did they inform us there was an issue.

All that money is lost to us. Airbnb passes the collection risk onto its hosts. Go into your transaction list, look up the tab “pending payments” and makes sure those reservations are all paid up. I don’t mind if Airbnb gives people a break by giving them free accommodations, or time to get the money, but Airbnb needs to accept the responsibility of making sure hosts are paid, or let hosts decide if they want to accept a non-paying guest. I think we all know what the hosts would choose. Shame on Airbnb. Poor way to treat your “bread and butter”.

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Never Received Payment from Airbnb

I am hearing many other hosts have experienced this issue. I had guests stay at my Airbnb in mid-December, 2019. Their total was $500.52, which guests paid on time per policy. I should have been paid around the same time, but sadly it is now six weeks later and I still have not been paid.

I have spoken with customer service at least eight times in the past month. It’s always the same response: there’s a technical glitch around the time of booking that is preventing payment; IT is looking into it; a case manager has been assigned; will hopefully have that resolved for you soon.

I’ve tried to escalate, but they tell me there’s no one to escalate to. I’ve begged, pleaded, threatened to take legal action… nothing helps. I can only pray that some lawyer sees this and starts lining up hosts for a class action lawsuit. In the meantime I’m getting ready to dial customer service for the ninth time to hear the exact same BS they told me eight times previous.

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Payment for Extra Guest was Never Released to me

Airbnb let a guest stay in my home on December 21st. Come the 22nd after they checked out I didn’t get the payment deposited into my PayPal account. After trying in numerous different ways to talk to someone, I was told that the guest paid the majority of the fee, but when the guest altered the stay for more people they didn’t pay the extra $30.

Airbnb allowed them to stay in my home but refused to pay me my money. It’s been 14 days and I keep getting told someone is working on it and they will get a hold of me but no one has. When I ask to speak to someone above them they say they don’t have that information for me.

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Problem Paying? Accommodation Cancelled

I booked a place in Nottinghill Gate in the UK for three different dates in December 2019 earlier on in the year. Obviously they take off a certain amount of money when you book and the rest closer to the time of the stay. As the time came closer to my travels, they took off money twice for the first two accommodation dates. The third would be taken off during my holiday. As a responsible traveler, I had international roaming for WhatsApp messaging only. I just before I left, I changed my credit card in order to get a bigger overdraft line. That was the start of my nightmare.

The first attempt to take funds failed. Knowing that my accommodation would be cancelled, I attempted to contact them via the email that they sent the failure to collect funds to explain to them that the card they are trying to take funds from doesn’t exist. I tried several times to add an alternative payment card on the Airbnb app, it took days as it kept saying there was an error and I couldn’t. I

contacted the hosts via messenger to tell them I was having an issue, and to please not allow Airbnb to cancel my accommodation. Eventually, I managed to add the new credit card number and set it as the default. I felt relieved as I’d covered all my bases.

To my horror on December 19th, I got an email to say my accommodation has been cancelled and a refund of R4.01 was being deposited into my credit card (the card that I changed to the default one). So Airbnb can’t take approximately R1800 from the account, but they can give me R4?

It has become a nightmare since then. I’ve emailed screenshots of evidence of emails, messages, etc to both Airbnb and the hosts and each party says that it is not their responsibility to make a decision. Airbnb says that it is up to the hosts to give the authorization to refund me and they say I have to get Airbnb to refund me.

I’ve had to make alternative arrangements for my last three and a half days in the UK which was stressful enough. I have no words of wisdom here as things haven’t been resolved. All I can say is don’t change your credit card details; it causes a nightmare. You would think a mere £90 is not too much of a dent in their accounts. It is for me, a South African.

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No Payment from Guests who Already Stayed

Airbnb still hasn’t resolved my payout issue. They have taken funds from my previous guest and not provided a payment into my requested account. They seem to think it is acceptable for me to host guests but not receive any payout. I updated my payment details on their website prior to my guest arriving but often details that are updated do not save. I often find their site very glitchy.

After contacting them several times via their message centre they are still unable to resolve this and make payment into my proper bank account, one that is open and live. The customer service with this company is appalling. The open threads for resolving issues, though polite, are completely unhelpful and the message threads are closed every time without any resolution to my issues. The customer service is completely disappointing.

How do I go about getting payment for my previous guest? No one seems to be able to assist with this.

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Airbnb: Worst Customer Service Ever

We booked a 10-bedroom home and paid our deposit. The leasing agency the host employs then called us to pay our rental insurance and pet fees… okay, no problem. I asked her to put the charges on Airbnb like the site says you should and they refused, stating they would need a credit card or my checking account number to pay the fees. They also requested I sign up on another site so we could communicate via their property management site. I refused as well, due to Airbnb’s strict policies about communication. I cannot trust this company and requested a refund. Each person I have spoken with has been horrible. No resolution or communication, just passing the ball to someone else. The worst customer service.

Three Bookings in, Airbnb will not Pay its Hosts

We have had three reservations with Airbnb that we just started a couple months ago and it has been a nightmare. We hosted a family on March 27th. In the past they usually posted the deposits to our accounts on a certain date, but as of today, we still have not received payment.

I have called numerous times with no resolutions being made. The first lady from Airbnb customer service (on April 2nd) said they had a “glitch” in their system and said it would be a few days. On April 13th, a gentleman could not figure it out still and agreed it was “ridiculous”. I just called and they won’t even talk to me because they now know that I record all my calls… kind of hypocritical that they can record but I can’t. They know they are in the wrong and don’t want to admit to it over the phone anymore.

Don’t use Airbnb as a host or guest. They should not collect money and refuse to pay the hosts. These are our five-star customer reviews:

A truly relaxing, inviting, and notable experience.

The only other review before this one is:

Quaint Midwest home with a perfect overlook of Broken Bow. Wonderfully remodeled with never ending stories throughout the entire home. The hostess was incredible and super kind to our children. Large spaces for evening get-togethers and great kitchen area for shared meals. For anyone looking for a memorable experience during their Custer County stay, this is the place for you.

We have multiple listing with VRBO and never had problems. We had three with Airbnb that we just started a couple months ago and it has been a nightmare.

Airbnb Host Payments Via Western Union

As a Airbnb host in a country where Airbnb does not deposit into hosts’ accounts, I receive some of my payments via Western Union. This has proved successful; Airbnb sends you an email when payment is made quoting a Western Union reference number. I go into Western Union, quote the number, and collect my cash or cheque.

It was great until last week. Airbnb did not send an email with a reference number. After seven hours online with the support center, they gave me a reference code. Immediately on seeing the code I told them it was not a valid Western Union one. Basically a Western Union code (known as a MTCN) starts with MTCN and is followed by ten numbers (no letters).

They supplied a reference with less than ten digits and mainly letters. I explained this to them and they told me to reach out to Western Union. This cannot be done quite simply because I do not have a valid reference number.

After seven hours of back and forth yesterday, Airbnb stopped responding. I started the support process this morning and eventually received a message saying this support case was closed. I then sent through a query, asking how can it be closed if it is not resolved? To which I received the reply: this support case is closed.

Here I sit wondering how to get my 500 USD (slightly over) and how to feed my family. We host not to earn a little pocket money but as a family income. Basically it is the only income we have, so here I am with over 330 five-star reviews, Superhost status for three years… and penniless. Thanks for caring Airbnb. I care which is why I share.

Cancelled by Airbnb a Few Hours before Guests’ Arrival

At 11:45 PM on the 5th of August, Airbnb cancelled my first ever reservation, a few hours before my first hosting. The reservation was validated on the 27th of July, so it was more than a week before Airbnb decided to cancel for no reason… or at least none given to me until today. Here I am with four adults and a baby, who showed me the transfer to Airbnb on their bank account and cannot understand what is happening when they drove for five hours to enjoy a few chilled days at the beach.

I sent an email, then another one, then called one operator, and then a second. “We will get back to you before the end of the day,” they all said for four days. Well after four days of vacation for free, I had to ask my guests to leave. I had no answer from Airbnb until today. At least I’ve learned my lesson and not only am I taking off both my listings on Airbnb, I’ll certainly try my best to prevent every person around me from ever using their services.