Not being charged for extra guests

[Ray2769]

Sorry if this has been asked before, but we have had a situation where a guest booked for one person but said they were coming for a getaway with friends.

Once I asked them to clarify the actual number of guests they increased it to 8 straight away, so no issue there.

The problem is that the fees for the extra guests have not been applied, so we're short $600. 

Is there a way to fix this?

Thanks

Ray

[Elaine701]

@Ray2769 

You need to (kindly) ask the person who booked it to change the number of people on the reservation. They they will be charged the appropriate difference. 

If they do not make this change, do not continue to confront the guest, but inform Airbnb that the guest has not booked or paid for the actual number of persons, and let Airbnb (hopefully) sort it out. 

If Airbnb doesn't sort it out, continue to confront Airbnb, not the guest. Be very careful about confrontation with guests. It can backfire very badly on you.

Good luck! 🤞 

[Ray2769]

Thanks Elaine, but the issue here is with the platform, not the guest.

The guest updated their numbers as soon as I asked, the problem is that the extra guests surcharge has not been applied to the booking so despite the fact they have now said there are 8 people staying, they're still only being charged for 1. 

I'm wondering if this is a known issue with AirBnB, and/or if there is a way I can get this resolved.

[Elaine701]

@Ray2769 

Oh boy 🙄

Well, it's Airbnb, and their support can be pretty brain dead, so probably the only thing you can do is keep banging on their door, waking Airbnb's dog up.

And re-explain every time.  Just stay focused on what you want: charge the customer for the extra pax. It's not any more complicated than that. And it's Airbnb's problem, not yours.

You may or may not get anywhere, but just keep trying. And keep the guest out of the argument. That can turn very badly against you.

Good luck. Let us know how it goes 🤞 

[Lorina14]

@Ray2769 

Im flagging a couple of moderators and they should be able to send your issue to the correct team.

@Paula @Rebecca could you assist Ray with the issue of the booking being updated but the extra guest fee not being applied to the reservation? He’s out money and now it’s a sticky situation as the reservation was updated and they weren’t charged so they think they got a good deal. And now the correct fee may cause issues and bad feelings as it was a tech issue.

[Emiel1]

@Ray2769 

Your listing shows you charge an extra guest fee for each guest after the 4th guest.

The change form should increase the price according the right amount of guest been set.

If it does not, then there is a technical issue Airbnb must resolve.

Although as a host it is possible to add the missing fees manually by changing the price in the pricefield of the change form.

Guest need to accept the change, so they must be prepared for it....

But better let Airbnb solve the issue !

[Ray2769]

After talking to support it unfortunately remains unresolved. 

I've changed the fees for additional guests multiple times, and it just keeps reverting to zero after a couple of minutes.

I use Lodgify as third party software, and AirBnB is saying there's no obvious issue in their end, so it looks like this is a problem that no-one owns - even though I'm not having the same issue with any other booking platform. Not sure how I'm going to resolve this one tbh 😕