Refunding

[Leesa8]

My upcoming renter has paid airbnb $621 too much. When the payment of what he owes us comes through upon his arrival will airbnb automatically refund him the amount he paid in excess?

[Steve143]

Hello @Leesa8,

As guests pay Airbnb all payment issues are a matter for the guest to sort out with Airbnb.

Airbnb charges guests a fee of between 5% and 15% of the reservation subtotal. They also charge, where applicable, currence conversion fees. Could that explain what you say is "too much"?

All you can do as a host is suggest to the guest that they contact Airbnb support if they have a query regarding the amount charged.

Steve.

[Leesa8]

Steve,

I had asked him for a deposit of 1/2 down for his stay before I knew what I was doing as a host. Airbnb took that payment and then took the whole amount due out again. He's got the bank statement to prove it.  I can't find anywhere on anything how to contact airbnb to try and get this straightened out. Is there an email or phone number for them?  I've tried the Help centre but none of their options deals with this particular situation.

Thank you very much Steve for responding and helping me!

Leesa

[Steve143]

Hello @Leesa8,

Click on "Help", then on "Visit the Help Centre" and then on the "Contact us" button near the end of the page. That should show a page with phone and message links for Airbnb support.

You can also type "contact airbnb" in the"Search the community" box on these forum pages where you posted your question. Scroll dow a bit in the list of suggestions that appears and click on the "Contact Airbnb: A Community Help Guide[UPDATED]" one. That has phone numbers and information on contacting them via Twitter or Facebook.

Steve.

[Leesa8]

Thank you so much Steve for taking the time to help me with this!

Leesa

[Helen3]

I agree with @Steve143 

If the guest feels they have overpaid, they need to get in contact with Airbnb directly as they hold their money.

[Cuong3]

I have a case like this: My guest want to check-out earlier than planned 1 day and he won the refund. Should I pay by cash?
If the guest make calcelation after they stay, did I have lost my money totally?