Service is requesting money

[Sunita24]

my friend booked airbnb for us and we paid in full already. Now airbnb has sent her an email - “ service is requesting £300

refundable service payment of community nuisance assurance inside airbnb only per house rules”.

what is this? We don’t have £300 in our pocket to just wipe up whenever they ask for. This should have been informed when booking was made. We all study and work and looking forward to the nice get together after a long time to relax in Bank holiday. Can they do this to us?

[Mike-And-Jane0 · Accepted solution]

@Sunita24 did you read the house rules? Was this deposit in them? If not then call Airbnb and cancel for a full refund.

[Sunita24]

Thank you for quick response. Yes, my friend is trying to understand this and airbnb responded - It's a mechanism to ensure that the property and community around you is respected.. No partys, occasions, gatherings, pets, smoking, noise and nuisance etc

We are now deciding whether to cancel in whole thing as it’s causing more stress.

[Fred13]

They can't, but it does beg the question - would you even want to stay there?

[Mike-And-Jane0]

@Sunita24 where in the country were you going?

[Pat271]

@Sunita24  I don’t think they can ask this of you without previously disclosing it. Just don’t pay it and forget about it. Depending on the policy in place, you might have problems trying to get out of the booking with a full refund. I agree with @Fred13 that you might want to look for something else if you can do so without cost, because this booking has gotten off on the wrong foot and will leave a bad taste for both you and your host.

If it’s in the listing, though…it’s on you. Many people don’t read the listings thoroughly enough. Not saying you didn’t, but it’s really important to see what is disclosed and it will make a difference in the outcome of misunderstandings.

[Sara8909]

Have you been refunded afterwards ? 

[Sunita24]

Hey, they did after lots of back and forth. They were trying to say we made a mess of house and moved things around, were noisy and left late. Luckily we had proofs of photo and video showing time stamp on how things were and how we left and when we left. We were as quiet as we could be.

also, there was an option to pay whatever amount so we chose less than £300 and they declined. They should remove that option if they don’t accept that. 

[Sara8909]

Thanks for your reply. I have been in contact with them and they reassured us. But still, we are trying to decide whether we cancel the booking or not. But if we keep it we will surely take pictures and videos to jeep proof of everything