Airbnb applied both weekly and monthly discounts in the same reservation.

[Jesus595]

We received a long term reservation of over 28 days, we have a minimum nightly rate of $89, a weekly discount of 14%, which is $76.54 per night, and a monthly discount of 20% tat equals $61.23 per night, yet our guests booked instantly for 40 nights at a nightly rate of $48.61.

I contacted Airbnb support and first they told me that both weekly and monthly discounts were applied to the reservation, when I told them that that is wrong they answered: 

"The discounts are not stoppable therefore once the reservation has more than one week and is over 28 days then both discounts would be applied.

You can always remove one of the discounts."

I asked where is that explained in the Airbnb website as I know that is not the case,  the response was:

"Reservations of 7 days or more may contain weekly percentage-based discounts and reservations of 28 days or more may contain monthly percentage-based discounts
Percentage based discounts apply to all qualifying reservations booked for a specific listing.

The discount percentage on the booking page may vary if multiple discounts or promotions have been applied to a reservation.

The multiplicative discount stacking may update the discount percentage if they stack with other discounts."

We did not have any other promotions for those dates and the guest did not take the non-refundable option. I told support that even if they applied both discounts, the final nightly rate given to the guest is even lower. I asked the issue to be escalated to a manager and the support specialist just told me that it was the end of the shift and that she would not be able to respond right away and stopped responding to my inquiry.  It has been over twenty hours since I first contacted Airbnb and have not received any response yet.

Here is the transcript of the conversation with Airbnb support with the exception of the screen shoots  of the Airbnb help section I sent to refute what I was being told:

Oct 3, 2021

Jesus 6:02 PM

I believe that Airbnb is not calculating properly our monthly discount. Our minimum night rate is $89 and our monthly discount is 20%, but for stays over 28 days Airbnb is quoting Les than $50 per night. Which represents. discount much higher than 20%. I want to know why?

Message from Airbnb Service󱜄

Thanks for your message—we’ll reply as soon as a Support Ambassador becomes available.

Airbnb Support 7:03 PM

Hi Jesus,

This is Kelsharie with Airbnb Support. I am seeing here where the weekly discount was also applied hence the price range for the reservations.

Jesus 8:40 PM

Why are both discounts are being applied at the same time? That is not how the discounts are supposed to work.

Airbnb Support 8:46 PM

The discounts are not stoppable therefore once the reservation has more than one week and is over 28 days then both discounts would be applied.

You can always remove one of the discounts.

Jesus 9:10 PM

Could you please send me the link to Airbnb's rules that show that on reservations over 28 days both weekly and monthly discounts are applied together? I believe this is a mistake on Airbnb side.

Here it shows that the weekly discount only applies for reservations of 7 to 27 nights.

If Airbnb applied both it is Airbnb mistake and I should be paid correctly. Airbnb should pay the difference because it was an Airbnb error.

Airbnb Support 9:47 PM

Reservations of 7 days or more may contain weekly percentage-based discounts and reservations of 28 days or more may contain monthly percentage-based discounts
Percentage based discounts apply to all qualifying reservations booked for a specific listing.

The discount percentage on the booking page may vary if multiple discounts or promotions have been applied to a reservation.

The multiplicative discount stacking may update the discount percentage if they stack with other discounts.

Jesus 9:56 PM

Can you explain which discounts were applied to reservation ##### to reduce the price from $89 to $48.61. Because even if you apply both weekly and monthly discounts is not possible to get the rate that low. There were no promotions on our part and Airbnb website clearly states that the only discount that can be combined with the weekly or monthly discounts is the new host promotion.

Airbnb Support 9:58 PM

Hi Jesus,

My shift is about to end.

I am forwarding your query to a member of our team who can assist you further. They will get in touch with you soon.

In the meantime, please feel free to respond to this message with any further questions or concerns.

Jesus 9:58 PM

What your are explaining does not match Airbnb policies and the numbers do not match. There is a mistake on Airbnb side.

Please escalate this issue as clearly there is a mistake on Airbnb side.

And this is not a one off issue, we received an inquiry today for February 27 to April 2 2022 that has the same issue.

Airbnb Support 10:03 PM

Just to let you know, my shift is about to finish for today and I’ll be out of office for a day.

While I may not be able to reply right away, please do message me if any issues arise and I’ll follow up with you as soon as I’m back.

Meanwhile, there are lots of useful articles in our Help Center which may be of assistance:

airbnb.com/help

Jesus 10:06 PM

I already reviewed the Help Center information and it contradicts what you are responding. Please escalate this issue to a support manager before you end your shift.

[Emiel1]

@Jesus595 

it is ofcourse total  nonsense from Airbnb CS to state that the weekly and monthly discount percentage  are summed up for a reservation of 28 nights and more.

Airbnb CS can not even be taken serious anymore.

I looked at the listing, there is no monthly discount percentage, but the nightly price is still discounted 45%. The only reason i can think off is: did you check if there are fixed monthly prices set for the specific months ?

The booking form states, when making a booking for march 2022 (30 nights), calculated at $1423 :

If you add those two amounts, it is $2685,-

Divided by 30 price = approx. $89,-  !

This gives me the impression a fixed price is set for the month march 2022.

[Jesus595]

Thank you Emiel for checking the listing.

After this debacle I removed the monthly discount for the property as I have another long term inquiry that had the same issue. 

We do not have any fixed monthly prices on any month. The original issue was from a reservation starting on October of this year, so I doubt this is the the problem.

[Mirjana62]

AIRBNB says " Monthly discounts apply to reservations that are 28 days or longer. If you offer multiple length-of-stay discounts, we'll apply the discount for the longest trip length"

So how can weekly and monthly discounts both be applied in the same reservation?  I just had the same situation happening