Guest refuses to adjust booking after pricing configuration error – what should I do?

[Jolie-Villa0]

Hi everyone,

I need some advice on a difficult situation with a recent booking.

I host a dorm-style room (4 single beds) and I recently had a booking come in for 3 guests at a total price of $10. The issue is that this was due to a pricing configuration mistake on my listing, and the correct pricing should be $12 per guest per night.

After the booking was confirmed, I contacted the guest and explained the situation. I politely asked if they could cancel and rebook or accept an Airbnb modification request to adjust the price to the correct rate.

However, the guest replied that the booking is already confirmed and said: “you have problems on your side, you cancel it otherwise we will still be going to your place.”

Now I’m not sure what the best step is:
Should I insist again on sending a modification request?
Should I involve Airbnb support?
Or should I accept the booking as is to avoid cancellation penalties?

I’m worried about both losing money and getting a host cancellation penalty.

Has anyone experienced something similar? What would you recommend doing in this situation?

Thank you in advance for your advice.

[Shelley159]

Hi @Jolie-Villa0 

Was this is a one-night booking? 

The guest has booked on the terms offered, I don't see how you can insist they pay more. 

As you say, host cancellation is serious and should be avoided - Airbnb won't be able to help as there was no system error.

I would host, hope the guests are respectful, and focus on making sure the error doesn't happen again.

I hope the booking was for just one night!

[Jolie-Villa0]

Thank you Shelley159 for your advice, I really appreciate it.
I understand the situation more clearly now and will go ahead and host the guests while focusing on improving my listing setup to avoid this issue in the future.

Thanks again for your support!

[Joelle43]

Good choice @Jolie-Villa0 

We all make mistakes from time to time but the one NEVER to make is to cancel a confirmed reservation - not only do you get fined, the dates get blocked anyway and you also lose every chance of becoming a Super Host for that quarter anyway.

I would focus on how to best welcome these guests and apologise for your beginners mistake and let them know that you are looking forward to welcoming them with the price confirmed on their reservation.  Your objective is to get a 5* review as a bad review will cost you so much more than a few dollars gained by standing your ground.  It's a no win situation for a host.

Take a look at how pricing comes out by testing your listing in guest mode (you'll need to use the view button or better still in incognito mode)

[Jolie-Villa0]

Thank you Joelle43 for your valuable advice. I understand now that the best approach is to focus on hosting the guests well and ensuring a great experience. I will improve my pricing setup to avoid this issue in the future. Really appreciate your support.

[Elisa]

Hi @Jolie-Villa0 😊, 

I'm sorry for this situation, but I really appreciate your approach!

I wish you all the best with your guest’s arrival.

I’m sharing these articles with you in case they are helpful 👉 How to set your pricing. 

Let me know.

[Mike-And-Jane0]

@Jolie-Villa0 It was your mistake so I am afraid you need to live with it. A contract is formed on booking so the guest has a perfect right to expect you to stand by the booking. Hopefully they are not staying too many days.