For the past 2+ years we have had an ongoing complaint about the billing system with Airbnb. Our guests have complained to us and in turn we have complained to Airbnb. We are constantly getting calls from guest inquiries to explain the charges that were sent to them. In order for us to explain the charges we have to manually breakdown and itemize each charge in order to clarify the rate quote. it is such a nuisance.
As most of you know, Airbnb does not itemize their invoices to show exactly what is being charged when we receive an inquiry. Hosts and guests are given a nightly charge that is lump together with our nightly rate, cleaning fee, added guests...
In addition, guests have an additional charge to their personal invoice for the taxes owed. However, hosts are not allowed to see this added charge!
Today we were told by two Airbnb representatives and finally a supervisor, "Taxes that the guests are being charged does not concern the host and may be considered an invasion of our guest's privacy".
What?! We are of the mind that the people who owe the taxes to the government (hosts) should be very "concerned"! We are the ones how are ultimately responsible for getting them paid!!
We voiced our grievances again today, for the umpteenth time. Again and again we were told that the billing system is "transparent". However, almost every representative that we have spoken to in the past 2 years have agreed that the billing system needs improvement. In fact, the representatives do not have all the billing information available to them, either! Where is the transparency?!
It was suggested by the Airbnb supervisor that I write to you all for assistance. I was told that the powers-that-be actually pay attention to what is recorded on this link.
There are hundreds and thousands of dollars involved with each and every reservation transaction that takes place on Airbnb's website. We are not website designers, nor are we computer experts. But is it too much to ask to have an itemized invoice that breaks down each charge?
What are your thoughts? Please help us to understand the logic in the current billing system.
Thank you for your time and effort.
Monica & John
