Airbnb did not charge cleaning fee

[Kristin989]

I am doing my year-end reporting and I printed out CSVs for all properties. I have found a number of reservations where the cleaning fee was not added in. Can someone explain?

[Branka-and-Silvia0 · Accepted solution]

@Kristin989  if you manage multiple properties then check if you have set a cleaning fee on all of them.

If you did then check if the missing ones were on altered/changed reservations or those where you've sent a special offer. In such cases CF my be included in the total price instead of being shown separately

[Kristin989]

All of my properties have a cleaning fee. I think you might be right, altered/changed reservations with fee wrapped in. 

[Sarah977]

@Kristin989  It seems you only have one listing, so I'm rather surprised you don't check each booking as it comes in to make sure the charges were correct. 

So it seems this could be either a matter of the cleaninng fee not being charged to start with, or the paperwork being screwed up on the CVS?

[Kristin989]

I have multiple on two different platforms. And my cleaning fee has always been added. This was just on a handful of reservations.

[Darin57]

I have this same issue.  The system did not charge a cleaning fee on our last booking.  The customer service agent seems clueless about how the system works, as she has suggested multiple options that would not address the issue:

1. Contact the guest directly and ask them to pay a cleaning fee.  This is an absurd suggestion for obvious reasons.

2. Check the box on our listing to reduce the cleaning fee for shorter stays.  Again - doesn't address the issue.

3. Use the Resolution Center to contact the guest and explain the situation.  You CAN'T use the Resolution Center for a guest who hasn't check in yet.  Why are the customer service folks so lame? 

It's very disheartening to have such a simple issue that airbnb will not take ownership of and fix.  Now it looks like we have to cancel the reservation and hope that it works properly when the guest re-books.