Requesting Additional Payment from a Guest

[Rohit10]

My question is whether I can alter am Additional Payment request.

The story: I've had a very painful guest that stayed at the place I rent and she requested cleaning services and extra internet data (she was informed in advance that both would be charged as extra - and she agreed to it). After she left I went to change the sheets and found that someone from the family had scribbled on one of the sheets. I washed it and the pen marks wouldn't go. In addition, a tea cup was left with the handle broken in the kitchen.

I went to the AirBNB resolution center and found 3 options under Request Money. I chose Damaged or Missing Items and put in the details and pictures of the damaged bedsheet and mug. The details asked were all pertaining to damages/missing items (age of the items, etc) and so I didn't include the extra services.  I then folowed the same process and selected Extra Services to request for the payment towards the housekeeper and extra internet data requested and got an erroe saying "Validation failed: You have an open claim with Preethi right now." I'm assuming that the open claim is in reference to the Damaged or Missing Items claim I just put in. For some reason AirBNB's system believes that there can't be a claim for both Damages and Extra Services. So I now have to find a work around. For the future I know to club the 2 under damages itself, but what do I do in this instance?

[Branka-and-Silvia0]

uh... @Rohit10 thank you for sharing this, I also didn't know that it is not possible to submit 2 different claims at the same time.

The best would be to contact Airbnb suport imediately , they will probably work something out for you.

Here is how to contact them: 

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245 

or

https://www.airbnb.com/help/contact_us#/

but, the next time you should send extra service payment request immediately to your guest and he has to accept them before those services are provided !  After that you can (probably) make another claims for damages or else

[Rohit10]

Thanks Branka & Silva. We had actually told the guest to coordinate with the housekeeper directly and pay her directly. However, the guest had the cheek to use the housekeeper's services and not pay her. But I never thought of sending the additional payment request before providing the service. Thanks for the tip. Will definitely do that in the future.

The first link that you provided to contact AirBNB does not work. I get an error that says "An invalid set of parameters has been specified in the url. " As for the second link, it doesn't provide any means of contacting AirBNB. Following is what I get...
- A page that consists of Visit the Help Center, Contact your Guest and My Question is about something else. I chose "My Question is about something else".
- I'm then asked "What is your question about?", with the options A Reservation, Hosting and Traveling. I chose "A Reservation".
- The next question is "Which reservation?", and I chose the specific reservation from the dropdown box.
- Below that is "How can we help with this reservation?"  with a bunch of options from which I choose "Refunds and Additional Payments".
- That creates another dropdown box below with 2 options, "Asking my guest for an additional payment" and "Offering my guest a refund". I chose "Asking my guest for an additional payment". And that just creates the below text with no means of contacting AirBNB:

"We’ve created an easy way for you to ask your guest for an additional payment. Using our Resolution Center, you can make a claim on your guests security deposit, or request payment for any additional services you provided that may not have been included in the original cost.

While direct communication between you and your guest is the key to a swift solution, you’ll have the option to Involve an Airbnb team member if you have any trouble reaching an agreement.

Note: The option to Involve Airbnb will not become available until 72 hours after you’ve submitted your payment request to your guest."