Guest Payment issue: rsvp with one card, pay with another

[Rain4]

Guest wants to use a company credit card for her stay. She thinks i need to cancel her rsvp to do so. If i do, then i lose my chance at being stamped 'superhost' WHY IS THAT? We should be able to cxl on our guest's behalf if they need to change card numbers, WITHOUT being penalized for our flexibility.

I advised her to try and re-enter the credit card information on her side, as there are no charges until check-in which has not happened yet. I would appreciate being able to contact Airbnb for a resolution on this issue. Does Airbnb ever contact us to resolve issues? Feeling left in the dark here. I tried entering help queries on some random Airbnb 'suggestion' windows. Dont even know if those got through. Thanks y'all....

[Steve143 · Accepted solution]

Hello @Rain4,

I'm not sure what's meant by "rsvp with one card". Has the guest made a confirmed reservation?

If so then the card they used to make the reservation will already have been charged. The guest pays when the reservation is made, not when they check in.

All payment arrangements, issues and problems to do with a guest payment are a matter for the guest to sort out with Airbnb.

There is nothing a host can do to solve those issues.

All you can do is tell them to contact Airbnb with their request.

Definitely don't cancel and if you receive an email from Airbnb saying that the guest wants to cancel do not accept the cancellation.

If you do you will be deemed to have triggered the cancellation and host cancellation penalties will be applied to you.

This is an underhand feature that Airbnb has implemented to favour guests over hosts.

Steve.

[Helen3]

Hi @Rain4

Unfortunately you have given your guest some bad advice. BNB takes payment in full at the time of booking.Not on check in.

You can't cancel a booking on the guest's behalf. 

This is the guest's issue not yours and it should be them sorting out. Not you.

They need to call or contact BNB but I think it's highly unlikely they will change payment provider.

She should provide the receipt she is given by BNB to her company and charge it as an expense.

However something she needs to resolve.

It sounds as if you would benefit from reading a bit more about how BNB works to help you manage your listing better. Try the Community Guides on this forum and the Help Function on BNB's website.

[Rain4]

The primary advice i gave my guest was to contact Airbnb. 

I realize, from Steve's response, the guest is charged initially.

The guest says she will request reimbursement from Airbnb first, then, if no recompense, her employer second.

FYI.

Thank you for your response.

[Montana3]

I have to say, I find, in attempting to get answers to some questions,  that it is almost impossible to find what I need answered. Why is there no direct Host / guest support? I find the HELP, very unhelpful!