I had a charming guest book for 38 nights.
With monthly discounts the fee came to £60 per night.
They stayed for 34 nights and extended another 11 nights.
Air bnb removed the monthy discount from THE WHOLE booking including the nights already agreed and paid for and added the additional cost to their bill.
It took me 2 days to get someone to understand that you cant alter a price once its agreed and paid for and the guest has already stayed for the nights.
it was never fully understood.
Imagine if you went to a hotel and stayed for a week at £100 per night, you wanted to stay an extra two nights and the hotel told you the price was £120 a night, you agree but they then charge you an extra £20 a night for all the nights you had already stayed. Madness!
People in customer service hanging up on me. people in customer servcie repeating the same thing over and over seeming incapable of understanding or listening.
trying to sort out this glitch for my guests was a terrible experience.
I have now received an email saying there is a problem taking the payment for the remaining nights and asking if i want to cancel my guests stay as Air BnB are not responsible for the payment if its not made.
My guest his wife and their baby have been staying since March 24th and extended on the 11th of April to include 24th of April until 12th of May.
Air BnB did not take the extra payment at the point of reservation.
On the day the reservation extends Air BnB are now encountering what will likely be a clerical error but are suggestng that I throw the guests out because Air BnB are not responsible for collecting the payment.
Air BnB ARE responsible for collecting payments they are an intermediary between guests and hosts and collect a fee for providing this service.
I've been part of this community for ten years but honestly I dont recognise what it has become anymore.
