Extra charges

[Assem27]

Hi everyone 😊 I recently had a guest that rented my place for one night, I have check in at 3:00 and check out at 11:00. Some days before his arrival he sent me a message asking to check in 3 hours early and check out 6 hours late. I informed him that I will send him a request for an extra charge which he agreed to, then I sent the request. Keep in mind that all this is through AirBnb system. The guest came and left and I didn’t receive the extra charge. Who dropped the ball here? Was I supposed to do something else? Thanks 😊 

[Shelley159]

Hi @Assem27 

I assume you used the Send/Request money button on the reservation to collect the extra fee? If so, did you receive a message that the guest accepted the charges?

Here's what would've happened: the system would have sent your "receive money" request to the guest, which the guest would need to approve or decline. If the guest approved, the system would've sent you a confirmation.

[Patricia2526]

Hi @Assem27 

When sending a request for money through  “Send or Request money, always inform your guest that the request has been sent.

Politely advise them to check their email to review and approve it.

Let them know the steps clearly many guests don’t realize they need to take action to complete the process.