Cancellation - cleaning fee refunded

[Cat30]

A customer has had to cancel and contacted me to say that his £6 cleaning fee has been refunded (from a total booking price of £41.) However, in the price settings for my listing - there is no cleaning fee tickets in the 'extra charges' section and the total price is shown as £35.

My total payout is £34. Have AirBnB added on this £6 charge without telling me? That seems a little underhand?

[Steve143]

Hello @Cat30,

I think that that the customer may be confusing the Airbnb service fee with a cleaning fee.

Perhaps they think "service" means "cleaning".

When I go to your listing the page says:

100% refundable

Cancel up to 5 days before your trip and get a full refund, including service fees.

The Airbnb service fee is shown to me as €7, which when converted to stirling and rounded up is £6.

Steve.