I recently received a new reservation under the name Mr Kousik at Stay Riva. However, I noticed an unnecessary 10% deduction under "nightly rate adjustment", in addition to the service fee and taxes.
Your support team informed me that the cancellation refund policy option was turned ON at the time of booking, but it is currently showing as OFF.
This explanation is incorrect because I never enabled that option. Every time I raise a concern, your team provides illogical explanations simply to justify these deductions.
This situation is extremely unfair as it results in significant cuts to the host payout. I did not expect this kind of experience from such a reputable company.
Additionally, your customer support process is very slow. It takes a long time for the team to understand the issue, and even after that the resolutions provided are often unreasonable.
If my guest paid 2900 INR and I received only 2074 INR, this is a deduction of nearly 30 percent, which is unacceptable, especially when I never turned that option ON.
I request you to provide proof that this option was enabled at the time of booking. Otherwise it appears that incorrect explanations are being given to justify these deductions.
I expect a proper clarification and resolution regarding this matter.
