the guest is having trouble finishing the reservation

[Sérgio12]

The guest is trying to finish the reservation and it is not being effective. The person says it has already been requested and to me (host) there's no request from any guest. I've been having troubles since Saturday. The person had requested and I was trying to aprove the reservation and the sistem was showing me a message saying something like "sistem could not complete the request, please try again later". Suddenly, the request changed to the status "wayting payment". It stood like that for 24h and the status went automatically to "canceled". Then the guest requested once again and I got no request to be able to aprove. The guest is getting worried that the credit card will be deducted and that the reservation is not working. Could somebody help?

[Helen3]

Hello @Sérgio12

Your guest will need to call Airbnb.

Sounds like there is a problem at their end with the payment going through.

[Sérgio12]

I agree that it seems to be a problem at AirBnB end. However, it has been VERY hard to get any official help from the AirBnB. I'm trying to solve the problem in another way and perhaps it will help me. Anyway, this is leading to a very bad customer experience and I'm trying my best not to traumatize the guest.

Thanks for the help