This SOP explains how to request payment from guests through Airbnb’s Resolution Center for extra services such as early check-in, late check-out, pet fees, additional guests, and minor damages.
Why This Matters
Promptly requesting payment through the proper Airbnb channels ensures you’re compensated for any additional services, damages, or violations. It also protects your ability to escalate claims to Airbnb if the guest does not respond or disputes the charge.
What You Need
Active Airbnb reservation with the guest
Clear evidence (photos or messages) if requesting for damages or policy violations
A clear understanding of what you’re charging for (e.g. pet fee, early check-in, etc.)
Steps
Navigate to the Airbnb Resolution Center:
Go to your Airbnb messages with the guest tied to the reservation in question.Access Reservation Details:
Open the reservation details where you will find the option to manage payment requests.
Click "Send or Request Money":
Select the “Send or request money” option from the reservation screen.
Click "Request Money":
Choose the “Request money” button to proceed with the request.
Select the Correct Category:
For damages, missing items, extra cleaning, or smoking: choose “Extra services”.
For changes like extra guests or adjusting dates: choose “Change dates or guests” and follow the prompts.
Fill Out the Form Thoroughly:
Provide a detailed explanation of the reason for the charge.
Include photos or documentation if you're requesting for damages or extra cleaning.
Be as clear and specific as possible.
Wait for the Guest’s Response:
The guest has 36 hours to respond to the request.
If they do not respond or decline, you can escalate the case to Airbnb for review.