Dealing with last minute reservation changes

[Laura2592]

Looking for some ideas. 

Recently we have has a number of guests who wanted to add people to their reservations the day of check in. I cringe when I see this. If it meets our capacity limit I don't mind the extra guests per se  but this causes a number of other issues. 

-Extra charge over 2 people to supplement our low cleaning fees. Some guests are unaware though we do state that we have an additional nominal charge per night over 2 guests. When they want to bring 3 or 4 there can be upset over this and or starts the stay off on a poor footing. If they just reserved for the correct number in the beginning the expectation of paying  a certain amount would be set. 

-Supplies. We don't leave more towels and sheets than our guest count so a last-minute change can create problems with fulfilling those amenities. We also leave snacks which would be appropriate for the number of people staying  the day before check in. 

-Sleeping spaces. We only advertise 2 queen beds for a reason. We really don't want people camping out on the sofa or bringing additional air mattresses because all 4 guests want their own sleeping space. And again see the sheets and towels issue.

Guest count is the one thing we really monitor.  We do not want a party. We do not want hours of additional cleanup that invariably happens with these fluid reservation numbers. Does anyone just flat out not allow last-minute changes to reservations? How do you navigate this?

[Colleen253]

@Laura2592 If this is a pretty constant thing for you to deal with, I would suggest you address this in your house rules and at time of booking with the guest, because as we all know, guests rarely actually see a listing's unique house rules. Just tell them that all guests up to the max must be disclosed and paid for at time of booking and that you're not able to accommodate last minute additions.

[Laura2592]

@Colleen253I think I am going to have to say that in my response to any booking. Its happening more and more often. "Oh I sent my friend the listing and she thought it was so cute so now she will be joining." I have also found that this can be the way around the friend's poor feedback-- the booking guest has great ratings but the add on friend not so much.

[Lorna170]

@Laura2592   I wholly agree with what Colleen stated:  Just tell them that all guests up to the max must be disclosed and paid for at time of booking and that you're not able to accommodate last minute additions.   

However, be aware that most people will think of a whole house listing as theirs to do with as they like, including daytime visitors and adding the extra overnight guest or two.   I always set up my whole house properties with the linens, towels and amenities offered for the number of guests I am licensed for.   I also charge a rate that reflects the number of guests I am licensed for.  I do not have an "extra person" fee.   

[Laura2592]

@Lorna170we started out doing exactly that...leaving the whole house to people for a single fee and all the supplies they needed. It was a mess. Our cleaners threatened to quit. We spent a lot of time going behind them to finish up the deep clean, do laundry and repairs. The 4 person rule was taken as a suggestion rather than a limit. Never again.

Our ideal guests are a couple or a single person. We don't mind up to 4 people, but the house just isn't that big. We do not want big groups or large families because I can just hear the feedback: "House was cute but cramped for our group." Our extra person fee has really helped to keep costs in check. Every host is different.

[Emilia42]

@Laura2592 

You should really put in your house rules that there is a charge of $X per night for each guest over 2 (with a max of 4.) That way when there are last-minute changes to the guest count it is no secret that the extra guests have to pay more. Airbnb does not clearly show these price differences unless a guest actually compares price totals by inputting different guest counts. 

Whenever someone makes a last-minute change to the number of guests I am always thankful that they told me. They could have withheld the info because they didn't think it was a big deal, therefore, making it harder and awkward for me to collect the money that I am owed. And this is even if I have the energy to pursue the extra charge after the fact. 

I have a guest once who booked for 4. On the day of arrival, she told me in a roundabout way that there were actually 6 and they were bringing their own air mattress. I called Airbnb and was told that I had two options ... let them stay (and I could charge extra) or Airbnb would cancel the reservation because I could not accommodate them but then they would get all their money back and be able to leave a review (and I would be out of a busy weekend payout.) So declining a last-minute request to add people may not be so simple.