Host asking me to pay a fee that was not listed on the post

[Patrick-and-Rachel0]

Hello,

We booked a house last night becuase the posting says it accepts pets.  After confirming the reservation last night, the host sent a message this morning asking that we pay a pet fee which will add $100 to the stay.  The pet fee is not mentioned anywhere on the listing, and the host is insisting that we pay her directly via Venmo. 

The cancelation policy is strict, so if we cancel the stay we will only get our cleaning fee refunded.  The host is not answering messages now.  Has anyone else had this experience?

[Marit-Anne0]

@Patrick-and-Rachel0 

A pet fee must be revealed in the listing.  Contact airbnb and let them assist you in cancelling for a full refund.

[Emiel1]

@Patrick-and-Rachel0 

You better contact Airbnb about this issue:

Contact Airbnb - Community Guide [Updated]

best regards,

Emiel

[Lisa723]

@Patrick-and-Rachel0 this host is violating Airbnb's terms of service in two ways: (1) asking for a fee not revealed before booking, (2) requesting off-platform payment. As others have said, call Airbnb to report.

[Patrick-and-Rachel0]

Thanks for the feedback.  I did call AirBnB and though they confirmed that there is no mention of pet fee on the listing, they will side with the host because of her "history with the platform".  I brought up the violation of hosting standards by requesting money to be paid directly through Venmo and the agent said that AirBnB doesn't enforce that rule.  

According to AirBnB support agent my options are to forgo a refund and cancel myself (the agent told me twice that she doesn't view this as grounds for cancelation), or that AirBnB will reimburse us for the pet fee after we pay it via Venmo. 

So, we're stuck paying it seems, or being out $500 because the host can't manage to keep her listing updated.

[Lisa723]

@Patrick-and-Rachel0  What???  That's nuts. I would keep calling, and reading their TOS back at them. I would definitely not pay-- and the host cannot make you. 

https://www.airbnb.com/help/article/199/what-should-i-do-if-someone-asks-me-to-pay-outside-of-the-ai...

https://www.airbnb.com/help/article/251/what-if-a-host-asks-for-more-money

https://www.airbnb.com/help/topic/250/terms---policies

Can you post a link to the listing here?

[Sarah977]

@Patrick-and-Rachel0   The support person you were dealing with is making a decision that is against Airbnb policy. Contact Airbnb again, like it's a new issue (not dealing with the same agent) and hopefully you'll get a more helpful rep. Contacting Airbnb though Twitter is said to get the best results.

[Lisa723]

@Patrick-and-Rachel0 

https://www.airbnb.com/terms

7.1.2 You are solely responsible for setting a price (including any Taxes if applicable, or charges such as cleaning fees) for your Listing (“Listing Fee”). Once a Guest requests a booking of your Listing, you may not request that the Guest pays a higher price than in the booking request.

4.1 You are solely responsible for compliance with any and all laws, rules, regulations, and Tax obligations that may apply to your use of the Airbnb Platform. In connection with your use of the Airbnb Platform, you will not and will not assist or enable others to:

• ...
• request, accept or make any payment for Listing Fees outside of the Airbnb Platform or Airbnb Payments. If you do so, you acknowledge and agree that you: (i) would be in breach of these Terms; (ii) accept all risks and responsibility for such payment, and (iii) hold Airbnb harmless from any liability for such payment;

[Lisa723]

@Patrick-and-Rachel0 and call the US-based number: +1-415-800-5959

[Marit-Anne0]

@Patrick-and-Rachel0 

Use Twitter and refer to the  t&c and to the replies on the forum.