We operate 20 cabins, 15 of which are pet-friendly. We do charge a pet fee to help cover the additional cleaning required after a stay. I have added this pet fee to each applicable listing multiple times, confirmed that it saved, and verified that it appears correctly at the time of editing. However, when I return later to review the listings, the pet fee is no longer present. I think it is a problem specific to Airbnb as our other channels have no problem showing and charging guests the fee.
Because of this, we are consistently having guests arrive with pets without us being notified or compensated in advance. This has forced us to request the pet fee after checkout, which is not ideal and creates frustration for both the guest and us as hosts. Given the volume and frequency of this issue, it is clearly not a one-off guest misunderstanding or attempt to avoid the fee, but rather a recurring system problem.
This situation also reflects poorly on us as hosts, as it appears to guests that we failed to disclose the pet fee prior to their stay when in reality we have taken every reasonable step to add and disclose it properly. I've worked with airbnb support for help but their "solutions" only worked for maybe a day?
