Pet Fee not saving

[Dragonfly6]

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?

[Elisa]

Hi @Dragonfly6 😊,

Thank you for sharing all these details, it sounds really frustrating.

Have you noticed if this issue happens with certain listings, browsers, or devices, or does it affect all your listings consistently?

Have you reached out to Customer Support about this?

[Joan2709]

@Dragonfly6 

Are you using a Channel Manager?

If not, are you adding the Pet Fee on the desktop or the App?

[Dragonfly6]

@Joan2709 We use Lodgify as a manager so I'm wondering if that is the problem. I keep having the same issue now so definitely need to find a solution

[Crystal824]

@Dragonfly6 did you figure out a resolution to this issue you were having last year? I have had a couple of guests mention they will bring their dog, but the pet fee isn’t showing up on their booking, despite me having it in my listed extra charges. It showed up with my first booking, but I haven’t seen it auto populate on the guest charges since the first booking.

[Emilie]

Hi @Crystal824, 

I wonder if you could check whether your fee is setup correctly?

Here's more information on  👉 How to add or edit pet fees in case it helps. 

Thanks, 

Emilie