Guest has a problem with booking

[Jewels4]

My most recent guest just booked my place from June 4 to the seventh. She said she meant to check the box where she would pay half now and half later, but she accidentally checked the box to pay the full amount. How can this be changed? I am fine with them just paying half but I don’t know how to do it. Can Airbnb change this on their end let me know.

[Vivek143]

Hi @Jewels4 

The guest likely missed the “pay part now, part later” option during checkout.

That option only works at the time of booking—not after.

✅ What you can do (realistic options)

Option 1 — Do nothing (simplest)

The booking is valid

You’ll get paid normally

Guest just paid earlier than planned

👉 Most experienced hosts just leave it as-is.

Option 2 — Cancel & rebook (ONLY if you really trust them)

Guest cancels (or you ask Airbnb to cancel)

They rebook using the split-payment option

⚠️ Risks:

You could lose the dates

Prices/availability might change

Not guaranteed Airbnb will waive penalties

Option 3 — Partial refund workaround (host-controlled) If your intention is just to help financially.

After check-in (or per your comfort), send a partial refund via Resolution Center

👉 This mimics “pay later” without touching Airbnb’s system

⚠️ Important mindset (from experienced hosts)

Hosts don’t handle payments—Airbnb does.

Once money is processed, even Airbnb support usually won’t restructure it into installments.

Also, be cautious: If a guest is already confused at booking/payment stage, it can sometimes reflect on:

communication during stay

expectations mismatch.

Let me know if it helps 👍🏻 

[Helen3]

Why would you recommend the host either asks Airbnb to cancel the booking or refunds part of the booking fee on check in ? @Vivek143 

[Vivek143]

Well ..you are right but most of the cases ...it's just a chatbot on the Airbnb .. I have just given the options ...and options can be good as 1 ...and bad as bad 3 .. 

Happened with me from the reviews perspective too .. I had a good track of 5 star service .. suddenly a guest give bad fake review ...and Airbnb chatbot can't remove that ..even the service is not offered and also I have given evidences... So, it again depend on the situation and choice.

@Helen3 .☺️

[Helen3]

Sadly no using AI or chat bots to give out options can be dangerous leading you to give out wrong advice @Vivek143 

1. you recommended the host cancelled the booking which would result in them being fined and having the dates blocked - why ?

2. You recommended the host for some bizarre reason gave the guest back half their money on check in  - again why? 

its probably best to learn more about the platform before giving out advice which relies on AI rather than your own knowledge.

appreciate your enthusiasm as a new host but it's not helpful to others .

[Vivek143]

Sure 

[Shelley159]

@Vivek143 unfortunately chatbots tend to give the wrong advice in the Community Center. We've had significant problems with this in the past.

The most common chatbot mistakes are that they often consult old policies or old versions of the software, and that they frequently look up a mix of solutions relevant to booking sites in general and synthesise that into an answer.

The result is that their answers (more often than not) don't align to real Airbnb situations at all.

In this case, all @Jewels4 needs to do is tell the guest to contact Support. If she does otherwise, she could hurt her own listing.

@Jewels4 with a question like yours it's best to ask here in the Community Center as you've done 👍

[Helen3]

Nice that you're trying to help but the  guest would need to contact Airbnb - it's not anything to do with you as a host . @Jewels4 

If they are within the guest penalty  free cancellation period then they could cancel and then rebook using the part payment option. 

airbnb don't need to let you know how the guest is making their payment as it doesn't affect you as the host. 

please don't follow @Vivek143  advice and ask Airbnb to cancel under his  'option 2' - as you know that's a really risky approach as Airbnb will block the dates in your calendar and fine you . 

[Patricia2526]

Hi @Jewels4 

Hosts don’t have any control or ability to modify a guest’s payment details, charges, or processing on their end. All payments are securely handled directly by Airbnb so any changes whether it’s updating a card, resolving a failed payment, requesting refunds, or adjusting charges must go through their system.

The best course of action is to advise your guest to contact Airbnb Support directly. They have the proper access to review the transaction, identify any issues, and provide the appropriate solution. As hosts, we can guide guests in the right direction, but we’re not able to intervene in or override anything related to payments.

[Bhumika]

Hi @Jewels4 , this sounds like a unique situation 😅 What happened in the end? Was the guest able to connect with Customer Support as suggested by fellow hosts?

We'd be interested in knowing how you dealt with this situation!

Regards,