Post by High Priestess on Oct 5, 2015 4:18:53 GMT
Peter shared in Sept 2015
Airbnb Keeping Hosts In The Dark About Missing Payments
"Helena Flack, a host in Berlin, had been waiting for four days on a payment for a reservation that was supposed to appear in her account on Saturday. Her email inquires about the late payment were met with generic assurances that the money would appear by Monday. By Tuesday when it still hadn’t, Flack turned to Twitter. 'As a PR professional I know how to hit them where it hurts,' she said.
Indeed, Airbnb was much more responsive after she posted to Twitter. 'As soon as I went public I was offered some compensation, and was put in touch with a cooperative Airbnb representative based in Berlin. 'They have finally sent me the money,' Flack said, and noticed that payment came just after she received a request via Twitter to speak for this story."
Click here onforb.es/1JbUgWM for Forbes article.
My two cents: Home Sharers Members Roy noticed this problem and posted about this recently. Seems it was a global glitch and not one just in SF or the US. Glad it's fixed but the cause remains a mystery.
roy:
heres what they told me - The issue took a few days to fully understand, and unfortunately, that resulted in some misinformation. Let me provide you with a full explanation. Our payouts were processing, slower than expected, which caused our Host to call in and inquire about their payouts. Customer service agents were manually releasing payouts to assist our Host, but every time a payout was manually released the entire queue of processing payouts was stopped, and then started over. We did not discover this until yesterday morning.
Once our engineers discovered the error, they fixed it and released all payouts. Unfortunately, due to the complexity of this issue it took some time to figure out the root cause, and by the time we identified the issue Host has already been missing their payouts and contacting Airbnb.
roy
also they are refunding their 3% cut
Hank
I didn't see they refunded me %3 cut. Roy, did you get refund because you filed complaint? I noticed delay but didn't file complaint.
roy
I didn't file an actual complaint I just kept on calling in asking when I was going to be fixed . Once it got fixed I got an email telling me about the refund which I got today
hank:
thanks, Roy. I should have called. ;-)
Airbnb Keeping Hosts In The Dark About Missing Payments
"Helena Flack, a host in Berlin, had been waiting for four days on a payment for a reservation that was supposed to appear in her account on Saturday. Her email inquires about the late payment were met with generic assurances that the money would appear by Monday. By Tuesday when it still hadn’t, Flack turned to Twitter. 'As a PR professional I know how to hit them where it hurts,' she said.
Indeed, Airbnb was much more responsive after she posted to Twitter. 'As soon as I went public I was offered some compensation, and was put in touch with a cooperative Airbnb representative based in Berlin. 'They have finally sent me the money,' Flack said, and noticed that payment came just after she received a request via Twitter to speak for this story."
Click here onforb.es/1JbUgWM for Forbes article.
My two cents: Home Sharers Members Roy noticed this problem and posted about this recently. Seems it was a global glitch and not one just in SF or the US. Glad it's fixed but the cause remains a mystery.
roy:
heres what they told me - The issue took a few days to fully understand, and unfortunately, that resulted in some misinformation. Let me provide you with a full explanation. Our payouts were processing, slower than expected, which caused our Host to call in and inquire about their payouts. Customer service agents were manually releasing payouts to assist our Host, but every time a payout was manually released the entire queue of processing payouts was stopped, and then started over. We did not discover this until yesterday morning.
Once our engineers discovered the error, they fixed it and released all payouts. Unfortunately, due to the complexity of this issue it took some time to figure out the root cause, and by the time we identified the issue Host has already been missing their payouts and contacting Airbnb.
roy
also they are refunding their 3% cut
Hank
I didn't see they refunded me %3 cut. Roy, did you get refund because you filed complaint? I noticed delay but didn't file complaint.
roy
I didn't file an actual complaint I just kept on calling in asking when I was going to be fixed . Once it got fixed I got an email telling me about the refund which I got today
hank:
thanks, Roy. I should have called. ;-)