The guest first booked for 27 nights, I received the payout. Then very close to the check-out date he asked to extend his reservation for 2 more days, so the overall updated stay length became 29 nights which is more than 28 days, so the monthly discount was automatically applied. I have a significant monthly discount (28%), so instead of receiving extra payout for those 2 additional days it appeared that Airbnb made some 'adjustments', so, in fact, I needed to pay the money back to compensate the guest because of the discount. I haven't noticed that and confirmed the extension, but later I realized that the sum of money was the with the 'minus' sign. I contacted the guest and the support, at first the support refused to cancel the extension, or to send me money to cover the extra expenses because of the automatic calculation with the discount. I couldn't cancel the entire reservation as well. The support recommended to ask money from the guest through the resolution request which I submitted. However, the guest refused to send me money explaining that 'he doesn't understand the situation'. Only after that the support decided to cover the expenses according to my resolution request.
That's the first time I experience this kind of situation during my more than 2 years of Airbnb hosting. I was quite surprised. I didn't know that discounts can be tricky so that a host provides a lower price which is better for a guest, actually needs to pay that difference if the discount is applied as a result of extension.
So, now I'm thinking of stopping to offer any discounts at all, or perhaps making them very low.
Do you think that would be the right thing to do? Or better ask a guest to create another reservation instead of extending the original one? Have you ever experienced something similar?
