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Cleaning fees issue

Ken T
Sep 15, 2022 1:02 PM
OR Team Member Joined Aug, 2019 899 posts

I just finished a conference call with our Airbnb contacts, and here is what they have recommended:
 

  1. You can choose to keep the affected bookings as they are, without the cleaning surcharge.
  2. If you do not wish to keep the bookings without the cleaning surcharge, please cancel the bookings, which will incur the normal cancellation penalties.
  3. Feel free to reach out to Airbnb Customer Support to report the issue, and ask for penalties to be removed.
  4. If CS does not remove the penalties, write in to our Helpdesk with the specific bookings. I will surface this to our Airbnb contact and see if they can remove the host penalties on your behalf, but I can't make any promises.
Annie T
Sep 14, 2022 9:45 PM
Joined Oct, 2020 1 post

Hello, all my properties in Airbnb are now missing a cleaning fee and I have not touched the surcharge section. I can't seem to get the cleaning fee back either. Is this happening to anyone else?

Chris Hynes
Sep 14, 2022 10:04 PM
OR Team Member Joined Oct, 2012 1370 posts

I've confirmed the issue with cleaning fees that should be populated on Airbnb but are missing -- other fees are being populated correctly, but the Airbnb pricing settings API is ignoring cleaning fees.

We've submitted a ticket with Airbnb API support. Will post an update when we hear back from them.

Grand Canyon Tin
Sep 14, 2022 11:32 PM
Joined Sep, 2021 4 posts

Second that!   Cleaning fee or I guess any fees for that matter are not being synced with airbnb.  We had few bookings came in without paying cleaning fee.  Seems like exclusive to airbnb

LivingItUpHawaii
Sep 15, 2022 12:09 AM
Joined Jun, 2022 6 posts

What is the telephone number to Airbnb API department. Thank you. 

Grand Canyon Tin
Sep 15, 2022 3:13 AM
Joined Sep, 2021 4 posts

This issue seems to be resolved.  We see cleaning fees going through. 

Chris Hynes
Sep 15, 2022 5:28 AM
OR Team Member Joined Oct, 2012 1370 posts

Yep, Airbnb has resolved the issue and they're accepting cleaning fees again. They didn't add back the missing cleaning fees, but fixed the bug so that cleaning fees can be added again. We've re-pushed cleaning fees for any listing updated last night to be safe.

Cal H
Sep 15, 2022 9:27 AM
Joined Jul, 2022 1 post

Hi Chris, 

How can you re-push the cleaning fee? Are you doing this through OR or Airbnb?

Thanks and all help is greatly appreciated!

Chris Hynes
Sep 15, 2022 9:42 AM
OR Team Member Joined Oct, 2012 1370 posts

Yes, OwnerRez is already pushing the cleaning fee updates to Airbnb, so you shouldn't need to do anything. To check, look at your listing as a guest. If you do still see your listing missing a cleaning fee, send in a support ticket and we'll double check to make sure it is good to go.

We're also in contact with Airbnb to see what they're going to do for bookings that were made during the bug and will update this post when we get the details.

Grand Canyon Tin
Sep 15, 2022 11:47 AM
Joined Sep, 2021 4 posts

Hi Chris, 

Thanks for the information. We have 2 such a bookings which are missing cleaning fees. How do we create support ticket? or can I mention the booking number here? I have not created support ticket before so any information would be appreciated. 

Thanks, 

GC Rentals. 

Ken T
Sep 15, 2022 1:02 PM
OR Team Member Joined Aug, 2019 899 posts

I just finished a conference call with our Airbnb contacts, and here is what they have recommended:
 

  1. You can choose to keep the affected bookings as they are, without the cleaning surcharge.
  2. If you do not wish to keep the bookings without the cleaning surcharge, please cancel the bookings, which will incur the normal cancellation penalties.
  3. Feel free to reach out to Airbnb Customer Support to report the issue, and ask for penalties to be removed.
  4. If CS does not remove the penalties, write in to our Helpdesk with the specific bookings. I will surface this to our Airbnb contact and see if they can remove the host penalties on your behalf, but I can't make any promises.
Ca T
Sep 15, 2022 1:22 PM
Joined Aug, 2022 8 posts

I have guest booked this morning for same day check in and they are already on their way. They are very upset about the additional cleaning fee that wasnt presented at the point of booking. Who will be responsible for my loss of income?

Pedro T
Sep 16, 2022 10:38 AM
Joined Nov, 2017 43 posts

I have at least a handful of bookings that came in same day, some for only one night, and that have already checked in affected by this and I wasn't made aware of the problem until now. As far as I'm concerned Airbnb needs to pay us our cleaning fees. I'll run a report today to see how many bookings are missing cleaning fees