Cuban Hosts Complain About Airbnb's Payment System
14ymedio, Luz Escobar, Havana, 6 April 2017 — Airbnb hosts in Cuba, who
were so enthusiastic at the beginning, have been complaining recently
about the delays in receiving the payments made by the tourists who have
stayed in their homes. The discontent is clear from the complaints
published on the platform of the American company and the interviews
conducted by 14ymedio.
On the Airbnb site a couple claims to have experienced repeated delays
in payments. "Between January and part of February 2016 we had a serious
delay in receiving the payments through the agency VaCuba," complained
Ileana and Rolando, who have had problems again in early 2017. "We are
already behind in the dates scheduled by Airbnb; we haven't received the
payments and right now we're waiting on three more payments," they explain.
The Miami-based courier company VaCuba, with headquarters in Miami, is
in charge of bringing the payments to the hosts who rent out their
homes, rooms and spaces through Airbnb. In any other country, these
payments are made in the ordinary way through internet transfers, but
the banking system in Cuba has hired this agency to send the cash to get
the money to the Airbnb hosts.
The growth of Airbnb in Cuba during the last year has been remarkable,
making it the country where the platform has grown the most thanks to
the extension of licenses of that allows Cuban hosts to attract clients
from all over the world, not only from the United States, like at the
Jorge Ignacio, an economics student who rents out a house in the town of
Soroa, in Artemisa, told 14ymedio that in February of this year,
"there's nothing from Airbnb." Now he says he's "looking for
alternatives" to collect for the stays of his guests because VaCuba, the
only money distribution mechanism offered by Airbnb has collapsed,
"because there are so many customers" and it can't continue "counting
the 'kilos'," he comments. "I get the full amount of the payment but
always with a big delay," said Jorge Ignacio, explaining that it's not
an isolated case "because the whole world is in the same situation."
Rebeca Monzó, a Cuban artisan and blogger who has a room to rent in
Nuevo Vedado, has a different complaint but adds to the discomfort
generated in recent months. "The payment delay is almost a month, I
never receive the full amount, they bring me 19 CUC when they actually
owe me 500." Monzó says that a messenger from VaCuba explained that "the
Cuban bank is behind with the transfers" and that "it cannot get the
full amount at once" and that is why they prefer to "make partial payments."
As a retiree, Monzó says the situation is not easy because she doesn't
see the result of her efforts and she only receives a fraction of what
she spends on daily supplies that allow her to "maintain a functioning
business." The payments are not the only thing she needs to stay
afloat. Monzó does her best to earn the good comments that clients place
on her profile. Each morning she prepares the breakfast for her clients
with great care and when they arrive at her house, she receives them
with a welcome card she makes herself.
"I wrote an email to Airbnb to comment on the delay of the payments and
not only did they not answer me but they returned the message. I have
also asked other hosts who have been in this for a longer time and they
have told me that it is not possible to receive the money by any means
other than VaCuba."
She says that Airbnb always makes the payment "in less than two days"
and that the company notifies her by email. Monzó confesses that she
does not want to leave the platform because "it is very safe" and sends
"the type of clients that you ask for."
"I refuse to take in the tourists just off the street because I do not
want to take risks, I want it to always be through a company that
guarantees me the seriousness of the customer," says Monzó.
Other users of the platform say they have found a solution to the
problem by using AIS cards to send and receive transfers, which can be
found in any branch of the state-owned company Financiera Cimex.
"You can ask VaCuba to start sending the money to the AIS card,"
explains an Airbnb host.
By the end of 2016, at least 34,000 self-employed people were engaged in
renting homes to serve a growing number of tourists (4 million last
year). To do so legally, they have to get a license and pay taxes, which
are levied even when their rooms are not rented.
Source: Cuban Hosts Complain About Airbnb's Payment System – Translating