Pets fees missing

[Ruwan-N-Champs0]

Hello all,

Four years as a Superhost, and I've never experienced anything like this.

My pet fee is correctly configured as a per-pet charge. Two back-to-back reservations. same setup, one paid out, one didn't. The guest correctly listed their pets. The fee doesn't appear in the nightly breakdown or the earnings report. It simply vanished.

What followed was weeks of Airbnb support:

• First blaming me for not writing the fee into my description (I don't do that for cleaning fees either. why is this reservation different?)
• Then going after the guest, who also declined responsibility
• Now telling me "this is just how the system works"

No accountability. No resolution. Just reps who seem unfamiliar with how their own platform handles fees.

My ask from the community: Check your recent reservations closely, especially if you allow pets. Are your pet fees actually showing up in the itemized breakdown and earnings report?

Would appreciate knowing if others are seeing this. How could I approach this better? The more of us flagging it, the harder it is for Airbnb to dismiss. Screenshots are attached. In earning report yellow highlighted is the one with the issue.

[Shelley159]

Did you change from the single fee structure to the split fee structure @Ruwan-N-Champs0 ?

The green booking is on 15.5% host fee and the yellow one on 3%

[Ruwan-N-Champs0]

Hi Shelley159,

No we haven't done any changes. We just received another reservation and pet fee is there in the new reservation. This further proves something went wrong.

Thanks,

Ruwan N Champs 

[Shelley159]

Did you connect/disconnect third-party software @Ruwan-N-Champs0 ?

That affects whether you're on the split or single fee structure and can also affect the pet fee.

[Ruwan-N-Champs0]

Nothing has changed. As I mentioned this issue is only happened for this specific reservation. We just got another reservation just today without an issue. 

[Paula]

Hello @Ruwan-N-Champs0, I just wanted to check in and ask if this has happened again or if this was indeed a one-time situation.

Keep us posted.

[Ruwan-N-Champs0]

@Paula ,

The issue was figured out. Apparently when a booking is a last minute reservation. All fees including pet fees are lump together. Not sure why. This was answered finally by two level higher manager. Until they they were trying to indicate this is our error.

We did review all past last min reservations and the claim was correct. When this happens it's hard to figure out what's the nightly rate even

Thanks 

Ruwan