Payment

[Indaba-Lodge0]

Good Greetings

Please assist with payment for Mr Adriaan who stayed at our hotel date 16 - 26 August 2019 it shows as expired on your page but the Guest did stay with us and has confirmed that payment was not taken from his account. Please kindly recovery the funds from the client as he said he will only make payment through to the hotel only if he get instructions from an agent at airbnb.

Thank You

Phumzile

Front Office Manager

[Sarah977]

@Indaba-Lodge0  This is just a discussion forum for hosts and guests-you need to contact Airbnb customer service directly to help you with this. 

What it sounds like, if it says expired, is that this guest never actually made a booking- sounds like he just sent an inquiry and assumed he had a reservation. You should never let a guest into your home unless you see on your account that the reservation is confirmed.

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/680937#M1...

[Indaba-Lodge0]

So is it possible that you can advise the guest to make payment direct to the hotel because his is not disputing that payment  wasn't taken off is account but he needs a go ahead from the Agent he booked through then he will make payment

Phumzile

[Sarah977]

@Indaba-Lodge0  I tried to make you understand in my first reply that this forum where you have posted is simply a discussion forum for hosts and guests. No one here can help you with a specific reservation , no one here has access to your account. You need to get in touch directly with Airbnb. I posted the link to the Contact information in my first reply to you.

[David5641]

I agree, it seems that the guest just sent an inquiry or request to book but you as the host failed to accept it, and the guest assumed that it is a confirmed booking. In this situation, sorry, but Airbnb will not be able to do anything at all. It is Airbnb's policy that all payments will go through the platform. But if there is no confirmed booking through Airbnb, there is no option for the payment to still go through website. What will simply be advised to you as the host is contact the guest directly to arrangement a direct settlement.

[Indaba-Lodge0]

Good Day David

Hope my email finds you well,

Pplease note that I did get incontact with the client, he did confirm that no funds were taken off his account bt airbnb but he refused to settle with us direct but mentioned that he will only make payment only if he is instructed by Airbnb Agent ONLY

Thank You

Phumzile