Airbnb Guest Brought Additional Guests

[Angela1583]

Hi all! I am still fairly new to hosting, and I am having a frustrating experience right now. I had my place booked for 1 guest today. I set the apartment up for one person and left. This morning after I had set up they requested an additional person come, and I approved it and sent a message letting them know I had not set up the apartment for a second person, and the futon I have does not have sheets ready for it, but if they are not using the futon it should be fine. They message me back after check in time to let me know THREE guests are there (the booking says 2 maximum, three is an additional charge) and that they want to use the futon. I'm extremely frustrated because I was not prepared for this and my apartment is not ready for three guests. They are already there, and I am not able to come and provide additional sheets for the futon. What should I do? 

[Rowena29]

Strictly speaking you shoudl cancel the booking @Angela1583  by ringing CS adn explaining that the guests are violating your house rules by bringing extra guests unannounced.  Your are on very firm ground if your maximum is 2 and there are 3 guests there.    Perhaps you don't want to be harsh as you are a new host.  I think I would be rinigng CS, explaining the situation and aksing them to ring the guest and explain that they have violated your booking conditions AND you do not have the listing set up to accomodate them.  The guest may choose to cancel - airbnb will help to relocate them. I cna't see much else of a solution if you are not within range to provide extra linen, even assuming you would be happy for them to stay.    For the future be sure to include in your house rules somethign along the lines of  " the number of guests on the booking  is the maximum number of guests allowed.  Extra guests MUST be added to the reservation. "   And when a guest books - it's a good idea to double check the number of guests - you could say - " i see you have booked for 1. Just double checking that thsi is in fact correct  and also reminding you that 2 guests is the maximum for my listing.

good luck