software glitch?

[Mary--Marisa--Denise-and-Gina0]

Has anyone else had this problem?  Our calendar pricing is meticulously kept and is up to date for the next 15 months.  Our base price was set quite high in the event of any pricing snafu.  We accepted a reservation for our peak season and realized, after the fact, that the price our guest paid was 40% lower than our calendar price.  I checked our "base price" and while I was looking at it, I watched it flip from our set base price to a lower price!  And coincidentally, the new, lower base price was the price the guest paid.  Like many others, I have fallen into the abyss of dealing with "tech support".  They give a non answer, then close the thread.  Rinse and repeat.  Airbnb's response is that our guest paid our "new" base price and it's not their fault.  They don't respond to my question, of WHY DID THE BASE PRICE OVER-RIDE OUR SET CALENDAR PRICING?  Reading through lots of threads and realize that Airbnb has software glitches.  We are debating about canceling this guest's reservation (even at the risk of losing super host status) or asking the guest to split the difference.  We are not willing to take the huge financial hit for an error that wasn't our fault.  But we've never canceled on a guest before either.  It's quite a dilemma.  Has anyone had any success in getting tech support to agree they made a mistake? If so, what's the secret?

Thank you!!!

[Bhumika]

Hi @Mary--Marisa--Denise-and-Gina0 ! Did you happen to reach out to the Support team again or heard back from them regarding the issue?

[Lena7497]

Hi there! I had this issue with multiple bookings. I contacted Airbnb immediately and received the most incompetent and unempathetic help (something I’ve come to expect recently with Airbnb). After HOURS of being blatantly ignored, I finally had to track down the emails to the executive team to explain the situation. Immediately I received a response from a senior case manager, Lorna. She asked that I provide a list of the reservations impacted by the glitch. Once compiling the list (again spending several hours), I did as requested and submitted to Airbnb). After speaking with numerous reps and explaining the situation all over to them, I FINALLY was able to speak with a case manager (they refused to let me work with Lorna again). After again breaking it down and providing sufficient proof and screenshots, she stated that they would not compensate me for the glitch and closed the case. I am now going to have spend additional hours reporting this to the BBB and elsewhere. This is a moral and ethical issue and needs to be addressed by Airbnb. Unfortunately, hosts have to advocate for themselves, do Airbnb’s job for them, and then take as many steps as needed to be righted. If I treated my guests as Airbnb treats their hosts, I would be kicked off the platform.