Guest reserved for another person

[Kelland1]

Hello

I was very surprised yesterday when, instead of the couple I had expected to arrive, it was the partner of the woman who had reserved who came, together with his friend. who had planned on spending a weekend.  

I had had to remind the woman to let me have her details two days before they arrived and I received a text from the partner though it was not made clear that it was he who would be coming, not her.  Clearly communication was a problem.  Needless to say he had not read the house manual.

The woman has had excellent reviews but nevertheless, as far as I'm concerned, and according to Airbnb terms, the contract is between her and me, and NOT with her partner or his friend and I'm far from happy at what has happened here.  It leaves owners open to having anyone turn up at their homes, not knowing anything about the individual who is not the person who made the reservation.

I have been letting with Airbnb for some 15 months now and this was completely unexpected.  Do I ruin the woman's record and complain to Airbnb, possible getting her banned, or should I just tell her this is totally unsatisfactory and not to do it again?  I should add that I'm in France, though I doubt that the culture here is so different from the UK.

Thanks for any help!

[Debra300]

@Kelland1,

Third-party reservations are against Airbnb's terms of service.  This is the US English link:  https://www.airbnb.com/help/article/427/booking-for-friends-and-family (change the ".com" to ".fr" to see the same article in French).  You open yourself up to additional risk by letting the partner stay, because if any damages or issues arise, you cannot seek assistance from Airbnb.  He needs to open an Airbnb account, and she needs to add him to the reservation: https://www.airbnb.com/help/article/2369/how-do-i-add-or-remove-guests-on-my-itinerary.

Otherwise, you should contact Airbnb via phone, and inform them that you want to cancel the reservation because it is for someone other than the Airbnb member.

[Kelland1]

@Debra300

Thank you very much.  These links are very helpful and although the 'guests' are now staying at the house I intend to make an adverse comment in my review after they have left.

Kelland

[Mike-And-Jane0]

@Kelland1 Unlike many we are relaxed about this although we would have expected some warning. Theoretically you should have turned these folks away but its too late for that now. I wouldn't raise it with the guest but  just reduce the review score on house rules/communication.

[Kelland1]

@Mike-And-Jane0

That's a very helpful suggestion which I shall take up and thank you.

Kelland

[Brian2036]

@Kelland1 

I agree that this practice should be discouraged.

Some people really don’t know or think about it, but others may actually be sub-letting your place at a profit.

If that happens the host has no recourse in case of destruction, theft or even criminal activity.

The good news is that the host should be able to have unregistered guests summarily removed and charged with criminal trespass if they resist.

[Nicole2615]

@Debra300 If you find out after the guests check-in that it's not the guest that booked and request that AirBnb cancel the remainder of the reservation are the guests still on the hook to pay for the whole reservation?  We have found ourselves in this situation presently and hope to avoid cancelling / kicking them out but communication / transparency has been next to nothing and I've asked for that to be immediately resolved and if it doesn't I'll have a decision to make.  

[Debra300]

@Nicole2615,

You should contact Airbnb to cancel the remainder of the reservation.  The guest will not be responsible to pay for that balance.  However, you are reducing your risk exposure with having nonregistered guests staying in your place.  If they guest hurt or cause damage, your insurance may not cover the incident, and Airbnb only provides support for registered guests.

[Debra300]

@Nicole2615,

You should contact Airbnb to cancel the remainder of the reservation.  The guest will not be responsible to pay for that balance.  However, you are reducing your risk exposure with having nonregistered guests staying in your place.  If they guest hurt or cause damage, your insurance may not cover the incident, and Airbnb only provides support for registered guests.