Cleanning fee and Payment difficulties

[Sharine2]

I am looking for where you would include cleaning fee and is not able to. Also I had several persons trying to book but had trouble paying, they don't see where or how to make payment. 

[Joan2709 · Accepted solution]

Hi @Sharine2 

To add a cleaning fee:

Go to Listing

Click Calendar

Right Side Panel Under Pricing

Scroll to Bottom - Additional Fees

Add Cleaning Fee

Not sure what you mean about guests not being able to pay for booking? Looks just fine to me. You have Instant Book on, so they just need to add their payment info and book?

[Sharine2]

Thank you for confirming that my set up is correct. 

[Joelle43]

Hello @Sharine2 

Am I correct in thinking that you are new to Airbnb?  If this is indeed the case, you should be aware that as a newbie, we are vulnerable to people who identify us as being new to the game and somewhat naive, and having guests messaging you saying that they are having difficulty booking, is a classic I'm afraid.

They are looking to book direct and may ask to meet you beforehand to do this.  I had several of these requests in my first year.  @Joan2709 has confirmed that your listing is fine so just send them the contact number for Airbnb as only Airbnb handles the money side of our listing.

You have Instant Book on so if you have ticked the box that says only guests with no bad track record can book, this may also be posing a problem for said guest.  This just means that they can't book instantly but they can still send you a Request to book.

Communicate as much as you can with these guests to try and see who they are coming with and if they have no profil information, tell them you require this for them to book.  Send them your house rules too and chances are they will disappear.  If they are legitimate, you will soon know..

Keep us posted and good luck,

Joëlle

[Sharine2]

Hello Joelle, 

I had a reservation booked earlier by Anthony pending approval. I saw a message that Anthony withdrew his reservation. He did not withdraw and has paid already. I don't know why it was cancelled but he is saying he did not withdraw.  I told him to go ahead and re-book the reservation as the dates for March 8 to the 10th is still available. His question to me is what about the payment, is it being refunded because he has paid already. 

Can his reservation be reinstated as his travel plans are for Friday and he is very much interested. 

I was very happy about the earlier confirmed booking and had welcome my first guest. 

Sherene Johnson

[Joelle43]

Hello @Sharine2 

I am a host like you and if this happened to me I would call Airbnb to ask them why this particular reservation was cancelled.  It could be that this guest is considered a party risk or his credit card was refused, who knows?  

Airbnb handle all that is money related so do not refund this guest yourself as you have not been paid by Airbnb.  They will recredit his credit card if he has indeed paid but this takes a few days.

Let us know how you get on,

Joëlle

[Sharine2]

Hello can you share the number to Airbnb. 

[Joelle43]

Hello @Sharine2 

We're in completely different countries so don't have the one for your country sorry but you can contact CS via the message system by chat or try google to see if there is a phone number for CS for your country

[Sharine2]

Thank you

[Rebecca]

Hey there @Sharine2 👋

Was this all resolved in the end? It would be lovely to her how you got on with this booking. 🙂

[Sharine2]

He canceled his reservation and was refunded by Airbnb.