Help with a guest who says they've been charged before their arrival date

[Leigh625]

Good evening,

I just heard from a future guest who says that her bank statement shows that she's been already charged for her reservation in November.

Have I mistunderstoond. I thought guests didn't pay until their arrival date.

Please advise as soon as you can.

thanks so much,

Leigh

[Joan2709 · Accepted solution]

@Leigh625 

Guests always pay Airbnb at the time of booking. It's Hosts that don't get paid until 24hrs after the guest checks in. Airbnb (and other platforms) have a sweet deal by having full use of those funds until they have to pay the Host 24hrs after check-in).

There are partial payment plans that are offered by Airbnb at the time of booking on some reservations, but not all. If the guest did not pay via one of these partial payment plans, then they would be charged the full amount at the time of booking, or in some cases they can choose to pay the full amount or book now pay later (some later date). 

When You'll Pay for Your Reservation

https://www.airbnb.com/help/article/92

Since Airbnb handles all payments, the Guest should contact Airbnb if they have any questions. 

[Leigh625]

Good morning, Joan,

Thank you for letting me know what I should have already been aware of (I sometimes have to learn the hard way).

I'll be sure to check the site for information in the future.

Thanks again,

Leigh

[Joan2709]

@Leigh625 

No worries! 😊

Airbnb has a lot of information available for Hosts and the Help Articles are a good starting point for any question you might have. Sometimes you have a question you can't find an answer to in the Help articles and coming to the CC is a great way to get answers. Local Airbnb Host Clubs are a good source too.

Keep in mind that Airbnb does a pretty good job providing information in the Help Articles, but sometimes they are not current and therefore the info could be outdated.