Issue with guests quote.

[Daniel6]

We have a guest that claims they were expecting to pay a certain amount each night for our house.

Then they were charged more apparently...

I'm pretty sure that once they book in whichever dates they choose, we can't alter the price for the period of their stay(not that we would anyway)

I've never had this issue before, so I'm wondering If anyone else has?

Thanks guys.

[Regina0]

Hello @Daniel6, well you do have a $45 cleaning fee and Airbnb also adds the service fee to the total.  The link will help.

https://www.airbnb.com/help/article/384/what-are-the-service-fees

[Daniel6]

Hi Regina,yes we do have a cleaning fee.

These are some quotes according to the discrepancy.

 "Hi Daniel your house is advertised at $170 per night & I was charged $264 per night. You suggested I contact Airbnb & I don't know how to, is there a number I can call? Sue"

my response was 

"Hey Sue, we are still trying to work out why you were quoted one price and then charged for a different rate. This is a first for us as we have never had this issue before. Once we set the rate, Airbnb does the rest. We can't change it after it's booked. We will try to work this out as soon as we can."

It also clearly states that there is a cleaning fee as well... some help in solving this would be much appreciated as we don't want to recieve a bad revew, thank you.

[Nancy2]

This is one of those situations where I would have them contact Airbnb so they can explain the pricing. If they are new to Airbnb they might not have realized it's not like booking a hotel.  But even they have extra fees sometimes that you get the bill for upon check-out. 

Airbnb shows everything upfront - The guest does see the entire costs including cleaning and Airbnb fees when booking.  So there shouldn't be any surprises. That's probably why you haven't run across this before.

[Daniel6]

hey Nancy, thank you that's a good idea, I'll link them to this page.