Weekly discounts and how they are calculated

[Samantha-and-John0]

Need some help as I am waiting to hear back from customer support.  I had a guest book our home for 17 nights, then immediately realized they had included one night too many.  They quickly made the adjustment from 17 to 16 nights, but instead of their total reservation cost reducing, it actually increased the total even though they have booked one night less.  I reached out to Airbnb support and was given a very simple answer of the new reservation no longer carried our weekly discount.  I have been messaging and calling, it seems as though one of us does not understand, so reaching out to the community about this. 

It was my understanding that when I put the weekly discount in place, that it would apply to each 7 night duration.  For this particular guests, they basically have two 7 night stays plus a few extra days.  My thought process was that my weekly discount would apply to 14 days of their stay, then the extra nights would be at my regular rate.  Which is why I am incredibly confused as to why the system would remove all discounts when adjusting dates that really should have no affect on that.  I totally get that I can make any kind of manual adjustments to the reservation cost, but really just want to understand the reasoning for why the difference of the weekly discount applying from 17 to 16 nights.  Hope that makes sense, really just trying to see if maybe someone here can explain it to me, if I am not understanding this correctly.  This guest is a first time user of the service and is feeling a little shaky on the whole transaction because of this.  Thanks to anyone that might be able to provide a little insight!

[Tim-and-Holly0]

@Samantha-and-John0:
Sometimes when an alteration is made to a reservation the system glitches. If the guest is new and shaky it may be easier to simply alter the amount charged.

To determine if a glitch is not the problem, but it's simply the way things are calculated, go to your listing and enter the total number of days to detemine if the amont charged is the lower amount you believe it should be.

Unfortunately that's about the best help I can be.

[Jessica-and-Henry0]

@Samantha-and-John0 

I've had the exact same problem happen to several of my guests. The glitch when trying to adjust no. of days for a booking with the weekly or monthly discount applied is quite well-known and has been a problem for more than a year. 

In my case since I was planning to block a day after check out anyway, I just told my guests to keep the booking as is and I would manually refund the amount for 1 night (= xx,xxx won)  near the end of their stay. We confirmed this on the Airbnb messenger for evidence and it all worked out for us. 

[Samantha-and-John0]

Thanks so much, this is good to know that it is a recurring problem. Airbnb reps that I've been going back and forth with seem unable to figure this out. They won't even call me back at this point now that I keep pressing them for an answer to why the discount was removed when it shouldn't have been. You would think that if this is something that other hosts have been dealing with for over a year, that they would be able to easily spot the problem and resolve quickly. Unfortunately for me, not the case. Sounds like I will just have to manually make the adjustment like you suggested. Appreciate the help!

Side note - does anyone know if there a way to reach a supervisor level type person within Airbnb? I keep escalating the issue and they refuse to move me past my "case manager" that it has been assigned to, who cannot seem to help and will not respond to messages and calls.

[Tim-and-Holly0]

@Samantha-and-John0:
THe only way to get past the case manager is to contact them on Twitter. May work. May not.

[Kelly149]

@Samantha-and-John0 One thing to keep in mind, I believe the weekly discount kicks in every day after 7, monthly for every day after 30.... good luck with sorting out this guest. As you’ve discovered, sometimes it’s better to make adjustments yourself.