“Airbnb’s Dishonest Practices: Withholding Payments and Shifting Goalposts

We have been loyal Airbnb hosts for approximately six years. However, in 2024, around June, we were informed that we needed to provide specific documents, such as CRPC documents and records detailing the directors of our non-profit organisation. I promptly supp**** all requested documentation through the Airbnb Messenger app, as no link or live platform was provided for submitting these documents.

Since then, Airbnb has continually shifted the goalposts. Each time I provide the requested documents, the case is closed with no resolution. I am unable to deal with the same representative twice, calls are not answered, and every time I follow up, I am told that the matter is under review. This cycle repeats endlessly without progress.

The correct way to handle such situations would be to pause the host’s listings until Airbnb is satisfied with the documentation. Once the paperwork is deemed adequate, the listings could be unpaused, ensuring that no further bookings are taken until everything is resolved. Allowing a host to continue accepting guests while withholding payments is dishonest, especially as hosts incur significant expenses, including utilities, cleaning, and laundry.

pause the host’s listings until Airbnb is satisfied with the documentation. Once the paperwork is deemed adequate, the listings could be unpaused, ensuring that no further bookings are taken until everything is resolved. Allowing a host to continue accepting guests while withholding payments is dishonest, especially as hosts incur significant expenses, including utilities, cleaning, and laundry.

To the other hosts who have shared their Airbnb frustrations on Hello Peter, thank you for taking the time to post. Your experiences have made me decide to cancel any further upcoming bookings I have through Airbnb and seriously reconsider whether I want to work with them at all.

I believe this behaviour is a breach of trust. Airbnb appears to be unfairly withholding payments, potentially earning interest on funds that rightfully belong to hosts. I strongly urge Airbnb to address this issue transparently and release the withheld payments immediately.