My guests have been charged Service and Cleaning fees - I dont charge them?

[Pamela45]

I am looking for some help - relatively new to airbnb and one of my current guests informed me last night that they had been charged service and cleaning fees for their stay at my airbnb.  So all in all 3 payments had come out of their account for staying with me.  I dont charge for serving or cleaning so explained that my invoice was only for their stay rather than what has come out of their account.  Has anyone else had this before or can they help me with how to resolve this at all?

Thanks!

[Paul0]

Hi @Pamela45,

Service fees (by Airbnb) are totally normal, it's how Airbnb make money through brokering the connection and booking etc.  The cleaning fee, you certainly don't charge anything based on your current listing so I'd speculate you just have a new Airbnb Guest who doesn't know / hasn't paid attention to all the costs.

It sounds to me like the Guest needs to looking into the detail's further of their stay and you should be able to say 'I haven't charged for anything... contact Airbnb' and leave it there.  I don't want to sound like a grumpy sceptic but it could be the Guest trying to get you to give them some form of cash refund?  Some people will certainly try some interesting stunts on. 🙂

Does it seem like you've been paid appropriately for their stay?

Cheers,

Paul

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