Post by High Priestess on May 29, 2016 23:28:56 GMT
Julie and Eric shared on ABB PRoducts and Updates Jan 2015
www.airbnb.com/groups/content/content-101553
Problem collecting payment - 3 hours after check in
I think I read about this before - it was tough to believe until it happened to me.
Evidently a guest's credit card company wouldn't approve his payment a few days ago when he made the reservation for tonight, and I received the email below 3 hours after check in time (emphasis mine):
Hi Julie & Eric,
The attempt to charge your guest, Joe Guest, for the amount due for reservation ABC123 from Jan 1 - 2, 2015 was unsuccessful. The reservation is still active at this time, and we've sent Joe an email alert with a direct way to pay the balance.
If your guest successfully submits payment, we'll send you a confirmation email right away. If you have questions about the payment problem, you can reach out to your guest.
If your guest doesn't successfully submit payment or if they cancel the reservation before making the payment, **Airbnb isn't liable for issuing your host payout.** If you prefer to cancel the reservation, you can cancel without penalty (removed link) at any time before the trip begins. If the reservation has started and you'd like to cancel, please send us a note (removed link).
**We appreciate your understanding.**
Regards,
The Airbnb Team
When I asked her about why I'm receiving the email 3 hours after check in considering the guest booked two days ago and she said the payment is attempted then, she said she'd ask.
EDIT: It all worked out, got great CX on the second call, and have changed my calendar to not take same day or next day requests to (hopefully) keep this from happening again.
6 comments•1 like
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Evelyn
Deb
Deba year ago
Ugh, my guess is it will turn out ok in the end but it sure is sloppy on Airbnb's part!
Reply Like 1 like
Julie and Eric
Julie and Erica year ago
Super sloppy – didn't hear anything from the first rep so I called again and finally received an email that I would receive the payment.
Reply Like 4 likes
Nic and Rach
Nic and Racha year ago
Now that's Super Awesome ! whew... how is that possible anyway, I thought Airbnb charge the guest c/c or put an auth hold on their c/c isn't it that's the way they handle it? and they should immediately know if the c/c declines or approve.
Reply Like
Julie and Eric
Julie and Erica year ago
According to the first rep Taylor (who evidently did nothing at all) they will attempt to run the credit card as soon as the booking is made, and then a number of times after that. It will send the email if it doesn't go through - my guess is it tries 48 hours.
The guest said he got the email as well and determined his credit card company "fraudulently" (I think he meant erroneously) rejected the transaction. Strangely he said he was going through PayPal and had a payment receipt from them - maybe he meant he paid through PayPal after he got the email from Airbnb.
At any rate, after speaking with Leonidas, he sent me an email saying that the payment went through, then about 15 minutes later I received the notice of the payment to my PayPal – a day early.
Maybe in a few days I'll get the email payment notice promised in the email I copied above.
This is a super great argument for not taking last-minute reservations.
Reply Like 4 likes
Gail
Gaila year ago
Check out that other thread with the subject line First Bad Guest. You'll get an eyeful of their customer service on that one...
Reply Like
Julie and Eric
Julie and Erica year ago
I ended up getting great CX the second go round, and I would have locked that boy scout out the first day the first missed payment happened in order to get it settled before he moved back in.
www.airbnb.com/groups/content/content-101553
Problem collecting payment - 3 hours after check in
I think I read about this before - it was tough to believe until it happened to me.
Evidently a guest's credit card company wouldn't approve his payment a few days ago when he made the reservation for tonight, and I received the email below 3 hours after check in time (emphasis mine):
Hi Julie & Eric,
The attempt to charge your guest, Joe Guest, for the amount due for reservation ABC123 from Jan 1 - 2, 2015 was unsuccessful. The reservation is still active at this time, and we've sent Joe an email alert with a direct way to pay the balance.
If your guest successfully submits payment, we'll send you a confirmation email right away. If you have questions about the payment problem, you can reach out to your guest.
If your guest doesn't successfully submit payment or if they cancel the reservation before making the payment, **Airbnb isn't liable for issuing your host payout.** If you prefer to cancel the reservation, you can cancel without penalty (removed link) at any time before the trip begins. If the reservation has started and you'd like to cancel, please send us a note (removed link).
**We appreciate your understanding.**
Regards,
The Airbnb Team
When I asked her about why I'm receiving the email 3 hours after check in considering the guest booked two days ago and she said the payment is attempted then, she said she'd ask.
EDIT: It all worked out, got great CX on the second call, and have changed my calendar to not take same day or next day requests to (hopefully) keep this from happening again.
6 comments•1 like
Follow
Like
Evelyn
Deb
Deba year ago
Ugh, my guess is it will turn out ok in the end but it sure is sloppy on Airbnb's part!
Reply Like 1 like
Julie and Eric
Julie and Erica year ago
Super sloppy – didn't hear anything from the first rep so I called again and finally received an email that I would receive the payment.
Reply Like 4 likes
Nic and Rach
Nic and Racha year ago
Now that's Super Awesome ! whew... how is that possible anyway, I thought Airbnb charge the guest c/c or put an auth hold on their c/c isn't it that's the way they handle it? and they should immediately know if the c/c declines or approve.
Reply Like
Julie and Eric
Julie and Erica year ago
According to the first rep Taylor (who evidently did nothing at all) they will attempt to run the credit card as soon as the booking is made, and then a number of times after that. It will send the email if it doesn't go through - my guess is it tries 48 hours.
The guest said he got the email as well and determined his credit card company "fraudulently" (I think he meant erroneously) rejected the transaction. Strangely he said he was going through PayPal and had a payment receipt from them - maybe he meant he paid through PayPal after he got the email from Airbnb.
At any rate, after speaking with Leonidas, he sent me an email saying that the payment went through, then about 15 minutes later I received the notice of the payment to my PayPal – a day early.
Maybe in a few days I'll get the email payment notice promised in the email I copied above.
This is a super great argument for not taking last-minute reservations.
Reply Like 4 likes
Gail
Gaila year ago
Check out that other thread with the subject line First Bad Guest. You'll get an eyeful of their customer service on that one...
Reply Like
Julie and Eric
Julie and Erica year ago
I ended up getting great CX the second go round, and I would have locked that boy scout out the first day the first missed payment happened in order to get it settled before he moved back in.