I have maintained a STRICT cancellation policy for the last two years and been perfectly happy with it and no or negligible cancellations. Foolishly I decided to support Airbnb with this BETA test, as I was prety certain that for my property and type of bookings people wouldn't choose to pay more anyway. I was right and nobody has.
The problem now is that someone HAS cancelled, who did NOT pay any form of surcharge (they only paid my standard STRICT rates) and yet they have been given a full refund on a booking that is for this weekend (i.e. they were due to arrive today; they cancelled late Weds night on 2nd Jan).
When raising this error with Airbnb two different support agents on two different ocassions have looked at their screens and said it's because my property is FLEXIBLE. Only when I have insisted that they look at what a customer sees and what I see on my listing did they THEN see that it is STRICT. The bottom line here is that this 'BETA has been badly coded and quite simply is not working as intended.
Nearly two days on now and I'm still fighting with Airbnb to complete their 'investigation' (it's blindingly obvious!) and confirm to me that they will be paying me what I am due in accordance with my unchanged STRICT cancellation policy - that is 100% of the booking value.
My advice and WARNING therefore to other hosts is that if you have also mistakenly tried to support Airbnb with this BETA test - please turn it off and pull out now, before you also get caught up in this nightmare!
thx for sharing your experience
I never understood the whole thing.... this 7% is ment to go to the host ... or to Airbnb? Who will lose the payment if the guest cancels? The host or Airbnb? Is it like travel insurance? What about extenuating circumstances?
It is not clear.. or did I miss something ?
Good question Branka & Silvia! I understood it as the host.... but when you stop and think about it, it's a ridiculous offer (and I'm feeling really stupid for trying to support Airbnb with this particular beta test!), because you are NEVER going to get enough non-cancelling guests opting to pay more, in order to cover the loss that would be incurred from just ONE guest that cancels! It's a totally stupid concept and I'm an idiot for trying to help them to see that; especially as they can't even get the coding right in the first place and then don't simply look at the irrefutable proof before their eyes, but go off on some sort of 'investigation', that takes MUCH longer than their promised timescales.
@Branka & Silvia wrote:
thx for sharing your experience
What about extenuating circumstances?
Extenuating circumstances is STILL on the table for guests to use. I see absolutely NO reason to play in this sandbox. It is just another ruse to get us to reduce our prices. [I wonder if the Guest AirBNB is lowered as well?]
Lovely to meet you. My name is Lizzie and I am the Community Manager here in the Community Center.
Thank you for sharing your feedback on your experience with this beta pricing option. It is great to hear you wanted to try it and see if this option is suitable for your way of hosting. I have spoken with the team to clarify a few points you have raised here, which I hope will be useful to you and others.
Opting in for the beta pricing option, means that your cancellation policy for this booking would have gone from a Strict (which you had previously set) to a Flexible policy. The way the premium pricing option works, means that if your guest doesn't cancel you receive an extra 7% premium on to your booking payment, as your guest unfortunately cancelled their booking on this occasion (and a Flexible cancellation policy is in place), they have been refunded in full which means that you do not receive the 7%.
I acknowledge that there are a few things to get your head around for these beta pricing options and we would recommend all hosts to assess whether this type of payment option is suitable for their way of hosting.
We hope this help to provide more clarity.
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So, it's a better deal for hosts to get 7% extra if the guest comes, but NOTHING if the guest cancels??? That sounds like the worst idea ever
Marketing: Hey, let's try out this new thing where a guest pays more if they keep their reservation, but gets to keep all their money if they cancel last minute! WooHoo! Brilliant!!
I'm glad to see I'm not the only one who was thinking WTF?!?!? when I saw the terms of the beta test.
Who cares about the 7% premium - hosts get NOTHING (not "if" but) "when" the guest cancels.
And I assume that ABB will take their service fee from guests regardless so ABB has nothing to loose from last minute cancellations.
I cannot uncheck that "flexible" BETA button for the 7% extra. It does NOT go away no matter how many times I click it. What must I do to get rid of this thing?
We are suddenly getting wrong sort of guests enquiring for our place. Airbnb is allowing guests with only a cellphone verification. This is wrong.
UPDATE: Found the solution. Change to Moderate, save, then change back to Strict. The Flexible button is unchecked. Do NOT check it again,