a guest asks for a refund

[MariaElena43]

Hi, I'm Maria Elena , from BOCA CHICA BEACH HOUSE in Santo Domingo, Dominican Republic

We had a recent guest staying at our beach house for 6 days. The regular rate for our full house with 2 bedrooms  for 4 people was  $75 per night . 

However, I was asked to give a discount on the price, which I accepted and  lowerd  the price to $68 per night as it was for several days. This then came to  $408 plus the usual $10 cleaning fee and $20 for an extra bed they ended using with corresponding pillow, sheets, towels = $438. It seems AirBnb did not apply the discount and she is asking for the difference to be returned. I don't really know how much AirBnb charges for their intervention, but I know we received $446. She claims she was charged $516 in all. I have tried in vain to get help from them to clarify how much the difference due to her is and how it can be returned accordingly. She is claiming $78 !!!! However, nobody answers back from this so-called HELP center to solve the problem, say what the correct amount due is and how to refund it to her.

Can you guys give me a hand with this issue? Thanks for your time and help.

[Alexandra316]

Airbnb charges a booking fee on top of any fee that you charge for your space. All of that would be broken out on her reservation for her. 

[Kath9]

Hi Maria,

Your numbers don't seem to quite add up - the flat rate (without Airbnb service fee) was $438, but you say you received $446. Based on $438, you should have only received around $425 once Airbnb took their commission so the guest must have been charged more than $438. Then there is the service fee on top of your fee which is anywhere from 0-20% depending on how many nights are booked.

How did you apply the discount? Did you send a special offer? If you didn't and the guest just booked through the usual channels, the discount would not have been applied. I suggest that you ask your guest to email you their confirmation to you to see how much they actually paid and what the breakdown was. If they were overcharged (and you received the benefit of this) then you should send them a refund via the Resolution Centre.