Airbnb Provided $10,000 discount to a guest without our permission!

[LaCooVs0]

We just got a booking for 31 nights, the guest received a "monthly Discount" show in the price details. The discount was $10,000 off of a $14,5000 stay. Customer service is refusing to cancel the booking without either charging a $450 penalty or blocking all 31 nights at our property during peak season. I need help!

They cannot provide me with any details or reasoning why the guest was given a $10,000 discount on a direct booking through their site.

we do offer a 3% discount on a monthly stay obviously that is no where close to the approximate 80% discount this guest received.

customer service is a compete joke and I can barely get anyone who speaks good English on the phone in the US.

They are trying to defer the blame back to us and this is obviously a glitch.

They did something similar two time in the last 3 months with out pet fees. we have a house we allow pets with a $200 fee. we had two different guest bring pets and not pay the fee. when we informed the guest of the fee they claimed that they entered the pets into guest and where not charged a fee. When we called customer service they tried to defer the blame to us claiming we didn't have a pet fee disclosed. We have always had the same $200 pet fee, after escalating the issue several times they finally admitted that we did have the pet fee and reimbursed us. This exact same thing happened 2 time and the second time they did the same thing claiming it was not listed when it was and I had to escalate. unbelievable... what is going on with this company lately?

@BrianChesky @CatherinePowel please help

[Mike-And-Jane0]

@LaCooVs0 If you have Instant Book switched on then you get 3 penalty free cancellations so I would use one of these.

Once cancelled look at the section of pricing where you can set a monthly or weekly price. It will almost certainly show that a 1 night price has been input for a weeks stay. 

We had this happen to us a few years back and there is no way we set pricing like this as we didn't even know this pricing section existed!

[LaCooVs0 · Accepted solution]

Thank you, I think we found what was going on. We’ve been hosts for 8 years and when we started there was no monthly stay discount options. Somehow when that feature was added a fixed monthly price seems to have auto populates to our listings. 

only on a desktop from the website where we able to see that this fixed monthly price discount was even there. ( my wife and I handle 99% of our Airbnb business from the mobile app)

anyway, we found those extream monthly price discounts on all of our listings and where able to remove them. So hopefully that fixes the problem. 

[Jenny]

Hi @LaCooVs0 

I'm sorry to hear about this.

I wanted to let you know that I've passed your details and a note of what's happened over to the relevant team, so they can take a look at what's happened.

Jenny