Been charged the incorrect amount for booking

[Victoria102]

Hi,

So my current guest, who has extended her stay for three more months, tells me that she has been charged the wrong amount in her credit card, 836 USD instead of 752 USD... I told her I'd help her check but I can't seem to be able to find an Airbnb number, e-mail or customer service contact whatsoever.

Has anyone had the same experience? Does anyone have direct contact details for Airbnb?

Thanks

Victoria

[Hilary22]

Hi Victoria

unfortunately trying to get a phone number for airbnb is impossible, you have plenty of 'advice' boxes to go to but that doesn't help when you want to speak to a person.

I would look on the emergency catogory

good luck Hilary 

[Fran18]

It depends on how long your guest stayed with you and how much you charge per night. Work out the total bill and then add $8 per day which is the service fee that Airbnb adds to the guests payment. Perhaps the bill is correct, I would ask your guest if you could see his complete payment fee from Airbnb first. It may be a mistake but it's worth checking his bill first.

[Fran18]

The payment charge may be correct, you need to work out your total fee according to how many days your guest stayed at your nightly fee. Then, you need to add $8 a night which is the service charge that Airbnb charge to all guests and see if the figures tally. It's possible that there isn't a mistake. I would ask your guest to show you his bill first as he may not be aware of the service charge

[Hamish4]

As a guest, I have been incorrectly charged several times. Total cost shown between confirming availability, the screen after clicking "Request to Book" and the price actually charged after the 3 final confirmation steps (message host, agree to rules, confirm payment method) are all different (increasing at each step).

My last stay was charged at 20% more than the "Total Cost" shown before completing payment - with a completely different "Payment Breakdown" (every figure different to what was presented before payment being taken).

This is not the first time - just the first time that I have taken screenshots to confirm that I hadn't missed something!

[Arsen3]

Hi Hamish. Recently I encountered the same problem: my the receipt sent to my email states "203$", but my card was actually charged 244$. Have you solved this issue with Airbnb? did they give the money back?

[Hamish4]

Hi Arden

I spent many weeks negotiating with AirBnB but got nowhere. They have this stupid customer service that means that once you have been assigned a "CX" agent, you can't go any further! I had screenshots of before and after and I even reproduced the problem on a second booking and videoed it real time, but my stupid CX agent refused to accept the evidence. I claimed the money back thru my credit card but that was declined and "evidence" provided by AirBnB that I had been correctly charged. Their evidence in fact proved that I had been *incorrectly* charged, but they refused to even accept their own evidence as proof!!!

In the end I decided I just wanted my life back and gave up.

It sounds like they have sent you evidence you can use and depending on which agent you get assigned, you might be lucky, but I wouldn't bank on it 😞

[Ariel10]

Sometimes it happens when the guest paid in a different currency of what you charge. For example, you charge in USD DOllars and the Guest Paid in Canadian Dollars (it's happened to me once) 
Another thing to notice is the extra service fee that Airbnb charge per night/reservation. 

You should ask your guest to send you evidence about it and then call Airbnb.