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Payout problems for Australia


#21

Ok - so what do we do???
I have guests arriving on Saturday… potential of not getting paid… I don’t want them!


#22

Debthecat - Air BnB told me (and I had them confirm in writing) that they will waive host penalties if I cancel any guests while this is going on.

I relate to where you’re coming from. I also wonder if Air BnB will take this a bit more seriously when it starts to impact guests as well as hosts.


#23

We have just received an email from AirBnB as follows:

|Hi xxxxxxx,

We are updating our Payments Terms of Service and Privacy Policy (collectively, " Terms ") to reflect changes to our corporate structure in Australia.

The changes to the Terms will come into effect for all existing users on January 9, 2019 at 1.00 AM UTC. Your continued use of the Airbnb Platform from that day on will be subject to the new Terms.

Both the old and new versions of the Terms can be found at the Payments Terms of Service and Privacy Policy tabs. You should review these Terms in full yourself.

Thank you for being a member of our global community.

Thanks,

The Airbnb team

‌A‌i‌r‌b‌n‌b‌,‌ ‌I‌n‌c‌.‌,‌ ‌8‌8‌8‌ ‌B‌r‌a‌n‌n‌a‌n‌ ‌S‌t‌,‌ ‌S‌a‌n‌ ‌F‌r‌a‌n‌c‌i‌s‌c‌o‌,‌ ‌C‌A‌ ‌9‌4‌1‌0‌3‌|

There are a couple of things we don’t understand with the link to the document. It is dated April 16, 2018 which we guess is the old one and there doesn’t seem to be an old and a new version as mentioned in the email.


#24

I just phoned them and was told immediately that there was an issue and they were working on it. I asked for a time line and was told there wasn’t one. The rep then told me “not to worry about it” - red rag to a bull! I replied with: I am very worried about it, I have owners that are expecting their money. He said: we will let you know when it is fixed. I said: really, you haven’t let me know there was a problem in the first place. He said: we emailed you, I said: you emailed me to tell me there was a problem with my account, I re-put the details in everyday and if it wan’t for this forum I would think the problem was with me. I need something in writing to pass onto the owners so they know I am not embezzling their money. He said he would send an email…


#25

Here is the email:

Adrian here from Airbnb customer specialist team, glad to spoke with you today my friend.

I want to apologize on behalf of Airbnb regards with the ongoing issue, the issue is all of our host in Australia using bank transfer as their payout method experiencing this problem, the bank transfer went to error, and Airbnb technical team is working with this matter. Once it’s fixed, you’ll be emailed again, for now, if you have an alternate payout method, like PayPal or debit card, it will be better.

Again, we sincerely apologize of the inconvenience it cost you, rest assured our technical team is fixing this problem.

I wish all the best for your business here with us. Good luck!

Cheers,

Adrian


#26

Had the same conversation, I asked for a guarantee that I would be paid for upcoming bookings and this was refused. It was very much a “so sad. to bad…we are looking at it” conversation.
Very very unimpressed. They handle the money and this should be FIXED after 5 days!
25000 hosts in Australia…how much money is that?!


#27

This is an interesting reply. Why aren’t they telling all of us what to do instead of making us think we all have isolated problems. Very shabby form. I’m usually cool of praise for airbnb but the lack of communication with us as a group is frustrating.


#28

So finally they decided to tell us they have an issue!

We’re currently experiencing a few delays related to sending payouts. And as a result, you may have gotten an email from us that your payout method was set to error.

In this case, you don’t need to do anything. We’re working to resolve the delay and will transfer payouts to your payment method(s) on file as soon as possible.

We’re sorry about the inconvenience, and we’ll send an update when we resolve this issue.

Best regards,

The Airbnb Team


#29

A say nothing and doing nothing email!


#31

This is actually quite ridiculous- we have three properties on airbnb and three mortgages to pay. We do have back up funds so we are fine but what about those who live month to month? We haven’t received a payment in 9 days and no communication.


#32

Very poor issue management by AirBnB. I also have not been paid, but I have at least had some email responses from AirBnB. Unfortunately, the responses I have had conflict with each other, and I am left not knowing whether my banking details are correct or in error, because I (stupidly) manually re-entered them when AirBnB first asked me to do so (they later told me I didn’t need to do that).

More guests arriving tonight. I am a bit disturbed at reports that AirBnB will not guarantee that we will EVER get paid for stays that are occurring during this period. I will probably allow this one to proceed, but I will not be accepting any more until we either get our missing payments, or get some guarantee from AirBnB.

How can a “technical problem” like this be unresolved after more than a week?


#33

I agree, I re-entered my banking details everyday this week thinking I was doing something wrong and it was only this forum that told me the problem wasn’t mine!


#34

From the other side of the world but watching this closely… This is utterly appalling; my husband works in IT for financial services and he is aghast at what you are going through. Can you imagine if the banks stopped paying out? It would be a total PR disaster. I think this needs escalating to the media and on Twitter ASAP, by as many of you as possible to shame Airbnb into resolving this. The press and media love a good bad story about them.


#35

It’s in the major newspapers, they have already got wind of it.


#36

Which ones Poppy? Can you add a link? I tweeted today to The Age, A Current Affair and the ABC


#37

I received an email today from the "case manager’ I’ve been assigned stating that I WILL definitely be paid. Good to have something in writing, but I can’t believe management still hasn’t written to us


#38

https://www.heraldsun.com.au/news/victoria/airbnb-hosts-say-the-site-owes-them-thousands-of-dollars/news-story/4f800a23b2b33323dd9d87116c888ed8


#39

That is good news indeed. Have The Guardian and Telegraph published anything yet? It should get syndicated…


#40

Just when you think it can’t get anymore ridiculous! We can’t get any payment or answer to the issue but they send this!!! How about addressing the fact that we are all struggling without the income we have been promised?

We are updating our Payments Terms of Service and Privacy Policy (collectively, " Terms ") to reflect changes to our corporate structure in Australia.

The changes to the Terms will come into effect for all existing users on January 9, 2019 at 1.00 AM UTC. Your continued use of the Airbnb Platform from that day on will be subject to the new Terms.

Both the old and new versions of the Terms can be found at the Payments Terms of Service and Privacy Policy tabs. You should review these Terms in full yourself.

Thank you for being a member of our global community.

Thanks,

The Airbnb team


#41

LOL! I just got a “We’d love your feedback” email from AirBnB on this issue. A little premature of them (to say the least!) because the issue has not yet been resolved. So I gave them both barrels in the only text box available for feedback. However, I tried not to be too hard in my numerical feedback on the poor sod who just had the misfortune to be the one to answer the phone - clearly he was “just following orders”.

AirBnB’s handling of this issue continues to be very poor. As Poppy pointed out, they seem able to tell us all about their new “Privacy Policy” and “Terms of Service”, but not about an issue that is actually affecting the financial viability of their customers.

Not Happy, AirBnB :frowning:


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