I let the guest know, but air mentioned that they sent him an email and sent me the email below. The new extension dates are already blocked on my calendar though. The guest’s current reservation is supposed to end tomorrow. His initial stay and first extension went through before though. Has anyone had this problem before? I am trying to prepare myself in case the issue doesn’t resolve by tomorrow.
Credit limit? Maybe have them try another card. Or pay you in cash IF Airbnb says they can’t handle it.
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I had a payment problem last time I used ABB as a guest because, I think, of my credit card’s fraud detection algorithm. I live in Calif and was booking a stay in Honolulu. I suspect many guests have payment issues this way.
Is this a long term guest? If they don’t pay and don’t leave you have a squatter on your hands.
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Oh dear @Yen1
You seem to have had so many problems with so many guests.
As Airbnb says in their message to you two options
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Guest makes good on payment through Airbnb
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Pays balance directly to you.
If neither things happen the guest needs to leave. Make sure he is clear about this.
It’s his issue to resolve not yours.
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Problem is the dates are blocked under him until the 29th. Would it make sense to unblock them immediately? Guest says he tried a second card but I see no confirmation
It would make sense to unblock them if you turn off IB and if this will release the dates.
What options did Airbnb offer for the guest to pay directly? Have you tried this?
Whatever you do if it’s not resolved by the morning of his original check out date, you will need to ask the guest to leave in line with the original booking.
Turning off IB didn’t release the dates at all. They’re not telling me what options they gave him except that they didn’t receive payment. They’re also telling me if I decide to cancel his extension now, and he coughs up a valid form of payment, I will have to make another call to air to revise the reservation.
Also once the guest uses a valid form of payment, it should go through automatically. I’ve been too patient with this guy.
Hi @Yen1
Sorry I misunderstood Airbnb’s message . When they said ‘we’ve sent Andre an email alert with a direct way to pay the balance’. I thought by direct they meant to you rather than themselves.
But you aren’t cancelling the extension are you? The extended stay can’t go through because of a problem with the guests payment which can’t be resolved. If they gave the guest an alternative payment route and this still hasn’t gone through then either the guest doesn’t have the money or there is a technical glitch.
I don’t know what your timeline is on this. Just be clear with the guest (make sure you message through Airbnb too) that if the payment issue isn’t resolved by the time of his original check in, then he will need to leave.
So after he msged me through airbnb that he had put in a third credit card and msged airbnb directly with his payment, I actually called air to make sure that everything was ok and they called him and me to make it go through. However, now he’s asking for his gf to stay for 3 nights when my rooms are meant for one person only and that’s even a selling point for my other room because I do realize more people equal more utilities being used especially the bathroom and student staying by himself may be pissed off. I told him the fee for an extra person is $200 per night. He now says he will find another place and wants to talk to me… asked me to come to knock on his door first and then I told him to find me in the dining room.
I have a bad feeling he wants to give me his piece of mind/negotiate and ask for a refund on his extension. How do I handle something like this? I already know to stick to my guns about the fact my cancellation policy is strict. Just still fearful of the review…
@Yen1 this is very dishonest of this guest to wait until his payment has gone through and then ask for his GF to stay in a single room’
Why on earth did you give him a price for an extra person, when the room is only for one. Why didn’t you just say no and be done with it.
If he wants to cancel, then tell him he needs to do so through Airbnb who handle the cancellation in line with your cancellation policy.
I certainly wouldn’t be giving a refund after all the hassle he caused you.
He will leave a bad review regardless most likely so stick to your guns.
I am sure you have recorded everything in writing through Airbnb but do call them too.
Have you got IB turned on, if so I do think you should turn it off, so you can vet your guests more carefully to make sure there is a good fit. This will help you avoid all these problem guests you have experienced.
I had no idea he was going to ask for his gf to stay until this morning, otherwise, I wouldn’t have tried to get the extension to go through. He was wanting to pay me in cash at 6 PM today when his check out time without extension would have been 11 AM
And he’s gone, without saying bye or any forewarning. He did leave 2 pennies behind though. Any suggestions on what to write for his review?
Please write a draft and we will give you suggestions.
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“When he stayed with me, it went smoothly until he extended his stay for a 2nd time. I had called airbnb 3x to make sure his credit cards went through to pay for the stay. It wasn’t until the next day, he asked if his girlfriend could stay. My extra guest fee is 200 USD per night since it is meant for a single person, which I was not willing to negotiate. Because he wanted to have his girlfriend with him, he found another place to stay that would accommodate them both at a lower price.”
Feels a bit long to me. Guest was fine until he wanted to extend his stay, add his girlfriend but not pay for the extra person.
What you charge is irrelevant. However I still wonder why you think he will give you a bad review.
I think it’s because I’m used to customer service on the pharmacy front where people can be super happy and then change to be angry to complain to the main corp because they didn’t get what they want and yelp and twitter, then main corp would come after whoever was targeted. But this type of business directly affects my pocketbook.