Asking for information from guests

[Lorraine-And-Nick0]

I have asked a guest for the names of all who are booked for the stay. We have asked for this information before arrival. If they do not give this information are we within our rights to cancel?

many thanks 🙏 

[Mike-And-Jane0]

@Lorraine-And-Nick0 I would say no you cannot cancel as, unless I missed something, the requirement for names is not in your rules.

Also the following that is in your rules is, I believe, not allowed by Airbnb and they are likely to suspend your listing as a result.

'Guests will be asked to pay a 50 euros cleaning fee on departure at the property. The security deposit of 250 euro to be paid 1 week before arrival which will be in the terms & conditions'

[Lorraine-And-Nick0]

Thank you for your reply. 

we have been unable to add/update our house rules & would be very grateful if you had any idea how we do this. 

probably being a bit dim here but can you tell me why we cannot put the section about cleaning & deposit money in rules?  We have seen other adverts saying there is a cleaning fee & we also clean for a lady who asks guests to leave the cleaning fee in departure. 

many thanks for your help

lorraine 😊

[Dale711]

Bonjour @Lorraine-And-Nick0 ,

How to add and edit house rules in Airbnb ?

https://www.airbnb.com/help/article/472/how-do-i-add-or-edit-my-house-rules

Host can add cleaning fee for each booking, do set your cleaning fee in the listing.

How to add cleaning fee to my listing?

https://www.airbnb.com/help/article/58/how-do-i-add-a-cleaning-fee-to-my-listing

[Mike-And-Jane0]

@Lorraine-And-Nick0 If you go into your listing and click the tab policies and rules then somewhere down that list you can edit your house rules.

With respect to cleaning fees etc then it is against Airbnb rules to collect money from the guests outside of Airbnb as they don't get their cut on the money! If others break the rules then I am afraid this will not be a good defence. Other people speed in their cars but the nice policeman who stopped me the other day still insisted on giving me a speeding ticket.

[Dale711]

Bonjour @Lorraine-And-Nick0,

The host shouldn't accept the cancellation because of the penalty and Airbnb policy.

If the guest doesn't wish to provide the member's name after the booking, do get Airbnb involved to contact the guest for your requirements before they arrive.

Guest should be present all members name and those ages before the booking. The host should clearly describe in the listing house rules.

I hope you can resolve the issue.

[Debra300]

@Lorraine-And-Nick0,

Normally, you cannot cancel a reservation if a guest doesn't provide information about all guests unless gathering the information is a legal requirement in your area.  In that case, you can contact Airbnb customer service and request their assistance with contacting the guest, and inform the representative that you may have to cancel the reservation, because you have a legal requirement, and will incur XX penalty if you host anyone without having their details.

The method that has been the most successful for me to get guests to take necessary action is to send them a message reminding them to provide the information so that there are no delays with sending them the door code to enter the space.  If you don't use door codes, you can change the message to say something like "there are no delays with providing you access to the property".  I usually get a rather quick response to this type of message.