airbnb not paying for our guest

[Suzanne80]

Our guest, Shawn, found a permanent place, so he was refunded part of his payment. However, we had a short-term guest who stayed 2 nights. We were supposed to be paid $78.00 for that, but airbnb did not pay us because of Shawn leaving earlier than he planned. How do we get paid the money for our second, short-term guest??

[Helen3]

I don't know what payment terms you have, but normally if a guest changes his or her mind about staying at your place they would not be refunded or at least only refunded within the cancellation terms you set up. Unless you decided to voluntary refund them more than they were owed under your cancellation.

It sounds as if you were paid for the guests stay who cancelled, which BNB subsequently refunded so they are now taking the payments out of your future bookings.

Perhaps give them a call to talk through if you want them to talk you through it.

[David126]

@Helen3 @Suzanne80

I am thinking the same

First booking was paid, guest cancelled and was due a refund from you and that refund was taken out of the next payment you are due.

[Suzanne80]

Helen,

I have had a couple of guests that have asked for a refund. Airbnb gave them a refund, but took the refund out of my future payments. It did not seem fair, but I guess that's how it goes.

[Lizzie]

Hello @Suzanne80,

Just to add to what @David126 and @Helen3 have mentioned, can you see what the status of your payment is when you go to your 'Payment History' in your Airbnb account? This may help to work out what is going on. 🙂