my guest was not automatically charged cleaning fee!!

[Paula3209]

In reviewing my !st quarter 2026 report, I see that one of my guests was not charged the usual $250 fee.  How and why would this happen, and what can be done to rectify this?  Any suggestions?  Many thanks --

[Shelley159]

Hi @Paula3209 

I'm not sure where you noticed this, but you should be able to see the cleaning fee for this guest if you go to Menu, Earnings, Paid. Click the specific payout and the payment breakdown for that guest should show the cleaning fee as a separate line item.

I can't think of a reason the cleaning fee wouldn'tt be charged for one guest only, unless you temporarily deleted the cleaning fee from your pricing structure (which I'm sure you would've known if that was the case).

[Paula3209]

Thank you Shelley.  I actually found this by looking at one of the payout reports for our first quarter.  Cleaning fees were charged as usual, except for one rental in March.  And I did nothing to modify the reservation and remove cleaning fees.   

Do you happen to know a good phone number or email to actually reach an English speaking human at Airbnb?

Thanks for your input --

[Helen3]

All customer services speak English if you're based in an. English speaking country @Paula3209 

always impressed at how many languages their call centre staff can speak.

how many languages can you speak ? 

[Paula3209]

I can speak several -- how about you?

Unfortunately I have found that the agents I have spoken with in the past have not been able to understand.

[Shelley159]

Did you also check on that specific reservation for the fee breakdown @Paula3209 ?

You can access it under "Paid" as above, or click through to it from another part of the app.

It should show the cleaning fee as a separate line item:

 

[Paula3209]

Thanks so much for your time and input, Shelley -- I really appreciate it.  Much to my surprise I received a call from Rubam in AirBnb support, and he was wonderful!  He fully explained what transpired, and I learned that it was actually MY MISTAKE!!  I wanted to give a discount to a couple of school teachers, and I totally forgot that the way I did it was to remove the $250 cleaning fee as it was the correct amount and a quick solution.  Now I'd love to remove this post, but don't think I can...

Again, thank you for your time!!

[Shelley159]

Glad it worked out, thanks for letting us know @Paula3209 !