Booked 2, 3 came

[Kimberly1]

Does anyone have any suggestions how to delicately handle the situation? A single mom came with 2 boys,  She said only one was coming. I saw them leaving on the security camera. They could possibly be twins! She has 1 more  night here. I live in the upstairs apartment so I see and hear everything. Trying to come up with a way to handle this delicately. Any suggestions?

[Anonymous]

@Kimberly1  Your listing has a max occupancy of 3, but it looks like you have an extra person fee for a 3rd guest. This group was probably trying to evade the fee by pretending to be a party of two. One way to approach this would be to feign benefit of the doubt, and sent them a booking modification request to make sure the correct number of guests are registered and paid for. If mom accepts the change, the payment should be updated accordingly.

If she ignores or declines the request, you have to decide whether it's worth pursuing a payment dispute in Resolutions or letting it go and leaving an appropriately negative review.

If you don't care about the money, you can simply acknowledge the extra (presumptive) child and ask if they need an extra towel/set of linens. But if you felt like just letting it go, I guess you wouldn't have been posting here...

[John4704]

The Resolutions Center and 'AirCover' is a farce, a fake 'host insurance' set-up--it DOES NOT protect the Hosts. [I am a lawyer and Super Host for 5 yrs.]      A recent Airbnb 4.5 guest (4 guests booked.... and 14 rowdy guests in attendance)  trashed our home with an  all-night party, disturbing our neighbors with loud music & alcohol & cars , and causing $850 damages plus extra cleaning.   I called Airbnb the first 'morning after' and wanted to cancel--but Airbnb Rep 'advised against canceling". (I should have ignored that advice).   But I was offered repeated assurances by Airbnb Support that I would "be protected & reimbursed by filing a claim with Airbnb Resolutions Center"--no worries.    And I did that--just as they requested.  I filed & sent photos and a receipts from our Host/Manager for various damages.  All of this took multiple messages, phone calls,  and  every Rep. gave re-assurances that Airbnb would take care of everything.  A month later I receive a response the CLAIM is DENIED.   What a joke...and disappointment!   If you think you are 'protected by Airbnb' with compensation for damages, think again.  Their Reps are trained to offer plenty of apologies ("I am so sorry you had this experience) but forget any compensation from Airbnb.   I thought Airbnb had our back--but now I think I am going to quit Airbnb.   Hosts are flying naked without backup.     PS:  I sent a  "Request for money" to the guest for 10 'extra guests'  staying, and the Guest messaged back (while at the party) that an Airbnb Rep told him he could "pay charges only if he wanted to".  Guest declined of course (and Airbnb still gives him a 4.5 rating). 

[Kimberly1]

OMG!

[Sarah977]

@Kimberly1  Of she only has one more night, personally I would let it go. Had you noticed sooner, I would have said something like, " Oh, XX, I saw you leaving with 2 boys-  you must have made an error on the guest count, as you only booked for 2. As it says in my listing info, I do have an extra guest fee for 3, so I'll add that now for you to accept.".