Incorrect Payment Plan - Seeking Assistance

[Nick3533]

Hi,

I recently booked a stay through Airbnb and encountered an issue with the payment plan. Despite selecting a partial payment option (I’m confident I did this but maybe an oversight), Airbnb have charged me the full amount at the time of booking. I've reached out to Airbnb support but they have advised that the only way to resolve this is to cancel the booking and rebook. This seems unnecessary and  administratively heavy for all parties, not to mention annoying the host and risk loosing out on the booking.

Airbnb are holding the money, not the host. 

Has anyone experienced a similar issue? If so, how did you resolve it? Are there specific clauses in Airbnb's payment policy that support obtaining a change in payment plan and a partial, albeit temporary refund in such cases?

thanks

[Joelle43 · Accepted solution]

Hello @Nick3533 

Had a look to see what Airbnb says about the Klarna payment plan offer and there are several help links on the subject but it would seem that several things might affect it's eligibility:

1. Length of stay
2. Time left before check-in
3. Klarna runs checks on those applying which means that for XYZ reason, a payment over several weeks/months is declined

It would seem that although Airbnb handle payments between hosts and guests, Klarna is a different entity and Airbnb are not to be held responsible if a payment via Klarna is denied according to the link below:

https://www.airbnb.co.uk/help/article/3781

Hope this helps a little,

Joëlle

[Joan2709]

@Nick3533 

Airbnb controls all payments on the platform. Keep in mind if you cancel the booking, it's possible you will not be able to rebook it. In addition, refunds for the cancellation can take up to 15days depending on the original payment method. Usually 3-5 business days if you used a credit card. 

You are correct that Airbnb "has the money" as Hosts do not receive a payout on a reservation until 24hours after the guest checks in.

You could reach out to the Host (send them a message) and advise them about the situation and ask if they would hold the dates for you so you can cancel and rebook using a partial payment plan. Be advised it is best NOT to do this if you used Klarna (sounds like you didn't). There are some definite risks for Hosts when a guest pays with a payment plan and then cancels prior to arrival or fails to make their final payment. Many Hosts may not be willing to risk that if you disclose that to the Host. 

Hosts do not normally see when a guest pays a partial payment (Airbnb does not disclose that information to Hosts); unless you tell the Host of course.