Extra Charge Not Paid

[Heidi599]

Hey there. I've had great luck with guests, but now I had my first problem guest.

First, she requested an early check-in the day before; I always allow this if I know ahead of time, not less than 24 hours.  I told her that I wasn't sure I could accommodate her and I would message her when the house was ready. (Check-in usually is at 4 o'clock and she wanted to come between 1 and 2).

I messaged her at noon, letting her know that 3 PM was the earliest I could allow for check-in and that she deserved the same standards as other guests, and I didn't want to rush the cleaning process. At 2:30, as I was finishing at the house and about to set the key-code, there were two cars sitting in my driveway.  I realize this is only 25 minutes before 3; however, my car was in the driveway; maybe go somewhere else until 3?!?

I asked her if she hadn't seen my messages, and she said I didn't see hers... but I never received replies to any of my messages.  So, yes, I was irritated with her. I let her know I needed five more minutes to set her code and do one last walk-through. I calmed down, tried to be as friendly as possible, and gave her a walk-through.

I messaged her later that day, the following day, to see how things were going, and check-out day. NO communication back. Very strange. 

When she booked, she let me know she had two dogs, and I told her the fee was $50, and she agreed. I sent her the request the morning of her arrival; she checked-out yesterday and still hasn't paid. She finally messaged me last night, stating she will be traveling today(1 day after departure) and will have to get back to me for the extra fee "she can't find where to pay". I  know I can involve AirBnB at this point, but I worry about a retaliation review. I have all 5-star reviews and do not want to tarnish this with someone annoyed with my request and gives me a poor review - - even though she agreed on it.  (I mean at this point maybe she will give me a poor review because of our initial meeting). 

I discounted  this reservation a little bit last minute to fill up some dates that were vacant, and I don't think I'll do this again since this is the type of renter I may get. 

Has anyone had any experience with this? I think if you report a renter (or vice versa), reviews should be on hold until the issue is resolved, or maybe not at all?

[Patricia1375]

@Heidi599We allow collect our pet fee first thing upon arrival in cash, or by paypal.  That seems to take care of things. 

[Heidi599]

Well, hindsight is always 20/20, and out of 15 times doing it this way, it's never been an issue.

[Mike-And-Jane0]

@Patricia1375 collecting money in cash (or via Paypal) is against Airbnb terms and conditions so probably best not to advertise it.

[Sarah977]

@Heidi599  "I think if you report a renter (or vice versa), reviews should be on hold until the issue is resolved, or maybe not at all?"

Dream on. Airbnb uses fear of bad reviews as a behavior modification tactic to discourage hosts from pursuing payment issues with guests.

[Ann783]

@Heidi599 Your home is lovely. In general I don't discount first time guests. If they stay with us and prove they are competent, trustworthy and respectful…. I offer a discount on future stays.  In my experience… all extra fees have to be collected ahead of time.  I learned this the hard way as I required a second cleaning for stays over one week. When it became an issue… I stopped offering 2 week stays. It's unfortunate… most guests are fine.

[Debra300]

@Heidi599,

Users of the mobile Airbnb will not see where/how to pay for money requests.  Whenever you send a money request, you should follow up with a note via Airbnb's message system, and tell them to go to www.airbnb.com/resolutions to pay at the Resolution Center.

[Heidi599]

Thank you, that is very helpful!

[Gillian166]

oooh thanks for sharing this! i've had 2 guests not pay the extra fee for their dog and I let it slide.