[RESOLVED] Airbnb - Missing Cleaning Fee in Reservations - 2023-05-22

Incidents and outages which our channel partners reported to us.
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lesleywoermeijer
Posts: 292
Joined: Wed Dec 28, 2016 2:20 pm

Airbnb have identified and fixed an issue related to missing PASS_THROUGH_CLEANING_FEE standard fee that occurred between 07:41 AM PDT May 17th until 10:17 AM PDT May 23rd 2023.

The issue caused standard fee PASS_THROUGH_CLEANING_FEE to be cleared and as a result some reservations might be missing the cleaning fee.

Start :- 07:41 AM PDT May 17th 2023
End :- 10:17 AM PDT May 23rd 2023.
annettemorgenroth
Posts: 1335
Joined: Sun Jun 30, 2013 8:44 am

Airbnb notified us that they are taking the following actions to address impacted reservations:

For those Hosts who cancelled affected reservations because the cleaning fee was not applied correctly, Airbnb will waive any cancellation penalties.

For all other Hosts with affected reservations, Airbnb plan to cover the lost cleaning fees. At the end of each month, Airbnb will review reservations that completed check-in and will reimburse hosts the following month. Cleaning fees for cancelled or altered reservations will not be covered.


Airbnb plan to notify impacted Hosts about these actions shortly. Hosts won’t be able to get their cleaning fees refunded by contacting Airbnb Customer Support directly; impacted Hosts will be contacted via email.
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