Refund Difference

[Geoffrey138]

we encountered a technical problem on Airbnb with INSTANT BOOK. The guest and I confirmed that they couldn’t stay as the house wasn’t available. 

the guest paid $3461. 

The host (me) receive 2703. 

the guest received a NEW LISTING promotion which deducted it to 28703. 

We want to know where the missing money is? I only ha d 2703 to refund the guest. 

thanks, 

[Emiel1]

@Geoffrey138 

The guest paid the rental price + Airbnb Service costs + Cleaning fee (if any)  + taxes (if any)

It is specified on the booking. What "missing money" are you referring to ?

[Helen3]

You mean the Airbnb fee?  @Geoffrey138 

In which case unless you agreed it with Airbnb as a mutual cancellation the guest will be out this.

If you double booked and that's why the dates weren't available you will need to pay the airbnb fee back to the guest. 

[Geoffrey138]

I’m referring to the ‘Special Offer’ that was deducted because it was a new listing - which totalled $699

the guest paid full price $3495 + $200 (Cleaning service) 

i received only $2897. The guest paid a lot more... 

Goal - I want to refund guest but I only have 2897 and they paid 3500 approx. 

Thanks,

GZ 

[Emiel1]

@Geoffrey138 

If the introduction discount (useally 20%) was offered to the guest, then the guest did pay that discounted price.  How do you know what the guest has payed ?  If you refunded the max. amount, the guest needs to contact Airbnb for any other refund from what is payed, but not received by you