Guest not responding to payment request

[Jordan943]

We recently had a guest request flowers, champagne, and candy for a birthday surprise. We agreed to the request on the condition reimburse us once we provided receipts. After their stay we sent the guest a payment request but it has been two days without a response. We’ve tried calling but got a wrong number. Had anyone else had a guest not respond to a payment request? Was there anything you could do about it? 

[Joelle43]

Hello @Jordan943 

Oh dear this doesn't sound good if you're getting a wrong number after just two days. I presume you have written communication via the Airbnb message system where this guest says he will reimburse you for the expenses for these gifts?  

I would call customer service right away to see if they can do anything but somehow doubt it.  They might try and call the guest but you already know that's a no win.  Not sure if Aircover will cover this sort of thing.

This guest must be flagged and please leave an honest review.

Hoping things work out for you and let us know what CS say

Fingers crosse

Joëlle

[Till-and-Jutta0 · Accepted solution]

Hope the entire procedure is documented in the Airbnb chat. Then you can request a payment via the Mediation Center, and upload documentation (receipts).

If the guest doesn't respond within a defined deadline, you can involve Airbnb officially, and they make a decision.

[Jordan943]

Thanks for the answers! Update, we were able to get a hold of the guests after reaching out to Airbnb and they ended up paying for our extra services. Don’t know what would have happened had it gone to Airbnb support.