@Bhumika I spoke with AirBnB again today. I had to call support after getting zero response on this matter in my open cases. I have a booking check in this afternoon and realized the cleaning fee is STILL NOT BEING APPLIED and I wanted to address the issue before the guest checked in. Today they acknowledged that the issue is on their end right off the bat thankfully. They also confirmed that hosts have the option to opt in to the additional short-stay cleaning fee and that it was not mandatory. Yesterday AirBnB support was telling me it was mandatory. That said, at the end of the call they told me I had to create a short stay cleaning fee separate from the baseline cleaning fee.
They also told me that I would need to be filing a resolution against each of the 7 bookings that I had last month to request the missing cleaning fee from each guide one at a time. AirB&B told me that I would have to come up with an amount to request from them, which feels a bit absurd. I started hosting in September and adjusted my cleaning fee at least 20 times trying to find a balance between what people were willing to pay and what the actual cleaning burden was (I now realize it's about a 6 hour process to clean my entire house from top to bottom in preparation for each booking).
They also told me the guest might refuse to repay. From my perspective as a host, I find this approach pretty ridiculous by AirBnB. I worked very hard to build relationships with all of my guests. I've received a 5 star review from every single one of them and many have plans to book again in the future, but now I'm supposed to be coming after them a month after their trip and demand money from them?
I do not feel that AirBnB is taking responsibility for glitch on its own platform. It is forcing the hosts to do a lot of extra work and negatively impact the guest relationships the hosts work hard to cultivate.
It feels like AirBnB is pitting guests against hosts even though the party responsible for the issue is AirBnB itself.
The response I received today does NOT feel consistent with the information in your response.
Is there some other process I should be taking to get my issue resolved? Am I calling the wrong support number or saying the wrong thing?