Subject
Airbnb Bookings With Missing Per Night Guest Fees
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Hi [first name]!
Quick Summary:
Full Details:
Due to some confusion we had with Airbnb documentation on the new Standard Fee upgrades release on January 6th, which adds charge type and group options to many standard fees, our engineers released a hotfix for Additional Guest Fees to allow "Per Stay" options that were not available for Airbnb bookings previously. Upon releasing our update, Per Stay surcharges were still not applying as we expected, and this also negatively impacted Per Night surcharges. For this reason, we had to roll back the updated logic. There was approximately a 28 hour window where properly configured per-night Additional Guest Fees were not applying to some Airbnb bookings. As soon as we discovered the bug, we applied another fix to resync the correct values, but some bookings in the interim were made without the additional guest fee.
Your account has one or more impacted bookings; here are the affected booking IDs:
Since the pricing mistake was discovered immediately after booking, you can approach the guest and offer them the option to either a) pay the correct amount via the Airbnb Resolution Center or b) cancel the booking. I know discussing pricing and mistakes can be awkward and uncomfortable, so point out that the issue was due to a bug in OwnerRez and you can provide the detailed info above to explain what happened. If the guest declines the additional charge and you want to cancel the booking, provide this email to Airbnb and request a penalty-free cancellation due to a technical issue on our side.
Because you were affected, we’re applying a one-time credit to your account of 50% of your OwnerRez subscription charges for the month (excluding usage fees) up to the amount of the missing additional guest fees. That credit of CreditAmount will be applied to your next monthly invoice. This sort of hotfix mistake is something we’ve never encountered before, and we’re putting measures in place to make sure it doesn't happen again.
If you have any other questions about this issue, reply to this email, and we’ll resolve them.
This email pertains to the following accounts (Account name and Airbnb Host ID):