Non payment

[Sonia-and-Michael0]

We have not received a payment yet three days after guests have checked in. The booking was very last minute and they did not check the finer details of the booking (e.g. that the pool is shared with other guests). They have decided they will not stay for the two weeks and will probably only be here for one week if that. We have a strict cancellation policy and it is not our problem they didn't check the details. However, we haven't been paid and have not received ANY notification from AirBnb of a conflict/notification of a complaint. If we change the dates on the guests booking will we get paid then. Our concern is that they are still here and we have not received a payment.... any thoughts???

[Helen3]

1. Call BnB customer services and ask about your payment.

2. On no account try and change or cancel the guests reservation. You will be penalised. If your guest wants to cut short their holiday, they need to cancel themselves.

3. Be proactive - I  would message your guest through BnB and say you are sorry to hear they want to cancel their booking because they didn't realise it was a shared pool (quote place in your description where it mentions this). Confirm that they need to cancel through BnB. If you like you can say that although you have a strict cancellation policy in place, once they cancel if you can rebook any of the days, you are happy to consider a refund of these days, less costs involved ie cleaning.

[Lorna2]

I can't seem to find the telephone number for AirBnB, could you advise?

Thanks,

Lorna

[Lorna2]

Hi,

I had a guest stay for 3 nights and I haven't received payment from AirBnB, I can't also find the contact details for AirBnB to alert them to this.

Can you advise?

Thanks,

Lorna

[_EMAILHIDDEN_62]

How can we contact BNB Customer Services??. I can't find any contact number.

[Vance2]

My guest moved in on Dec. 1, and by Dec. 30, I have not been paied.  I did receive the $0.01 test deposit but no real money after 30 days.