Service fees

[Jason3041]

I just agreed my first deal and sent the guest a proposal. When I sent it, I noticed there was a service fee for the host to pay and a much larger service fee for the guest to pay. The guest then sent me a message pulling out saying they weren’t aware that there were any guest fees to pay. Do all guests have a service fee to pay and is it always around 20% of the cost of the booking? Also, do they know about this before they book?

[Shelley159]

The guest only sees the total cost (which includes the service fee). It doesn't make sense that the guest was surprised. 

It sounds like this specific had an expectation to pay the price that you entered on the host calendar - was it someone you knew before and had contact with @Jason3041 ?

[Shelley159]

@Jason3041 if the guest sent a booking request and then you sent a special offer, the offer shows how much the total charge is and how much the service fee is before it's finalised.

You're right that (on the split fee model) the guest pays more than the host. Details

here:https://www.airbnb.co.za/help/article/1857

[Jason3041]

I never had any contact with them before they enquired about the flat. We sent a couple of messages to each other and nothing was ever mentioned about a guest service fee. When I sent them a proposal, for £7000, it added on £1000 as a guest service fee. When they saw this, they pulled out.

[Shelley159]

Yes @Jason3041 

Sorry I noticed you said it was an offer and added the second part of my answer.

The guest service fee percentage varies a little, but you can see the percentages in the Service Fee link. It sounds like you're on the split fee model. To complicate things, keep in mind that all UK hosts are being moved to the single fee model this month!