House Rules Violation

[Camille618]

Hello,

I have my first airbnb guest and she has already violated the house rules. She told me that it would just be her and her daughters staying but I have seen a man spend the night the past two nights. He is seen on my security cameras that the guest was made aware of. My house rules state "Only the guests noted in the booking are allowed on the premises." She has not responded to my text asking who this man is and at this point I am frustrated. What are the best next steps? Can I ask him to leave the premises since he is not listed as a guest?

[Sarah977]

@Camille618  When guests violate house rules, after determining whether it's worthwhile, as per Laura's response, if you decide to not let it go, always address the situation the moment you become aware of it. Instead of asking who the man is, better to say something like " Hi XX, As you were aware, you only booked for you and your daughter. No one else is allowed in the property but booked guests (make this clear in your listing) so whoever the man is who has been entering and exiting, that will need to stop immediately. "

In other words, rather than questioning the guest, just let them know that they are violating your rules and it won't be tolerated.

You don't have to be as harsh as I have exampled here in your language- if you think the guest may simply be unaware they are breaking rules, or want to give them tje benefit of the doubt, you can be gentler and patiently explain, but with the ones who you know for sure are aware, like guests who cover the camera, or throw a party,  just be no-nonsense  firm. 

And when you message guests about such things, tell them you require a response to your message- that it is clear to them and that they will comply. Kinda like a parent saying to their child, "Look at me when I'm talking to you- have I made myself clear that biting your sister won't be tolerated and there will be consequences for that behavior if it ever happens again?"

[Brian2036]

@Camille618 

You can simply say that all overnight visitors must show ID and be registered for insurance purposes.

 The male guest may have reasons to want to remain anonymous, and if so, he will either quit coming and/or the woman will come up with an excuse to leave and demand a refund.

 I think your price might be a little low for that beautiful house and that often attracts the wrong kind of guests.

[Riza100]

Hi guys, 

I appreciate all your input. they are helpful and very interesting. This is my third week hosting and the first two guests were headaches but I kept my toes in tacked with my house rules.  I was busy for the past three weeks. The two guests just left yesterday. But as I read all your comments I am learning and gained valuable tools of information.  I am still have long ways to go but ready for it by reading all your tips and experiences.

Thank you.

[Helen744]

helen 7442camilla 618 just send her a variation on price for the full extra guest cost and a nice little note asking her to accept the extra charge.we often have people underbook but in our conversations we always ask about numbers . this is an easy habit we got into because we had a lot of children stay which involes cots and floor mattresses and shufling rooms . it is difficult for a guest to pretend they have booked a three bedroom house for one person . We ask them if they realise that they could book something somewhere else for one and they then say oh yeah I made a mistake .they must pat for all the nights because that is the booking so it gets tricky if a five night booking frinstance involves others staying one or two nights .Sometimes I will average it out or ask for money for an extra guest for jus t that night but do not send an accusatory message just say I will be sending you and extra fee charge for an extra guest as you only booked for two and please just accept when it arrives. Thank you

[Michal187]

I have the same problem. Quest booked only for one person but the actually come 3. I am really frustrated because that is not the first time .its fourth times. What should I do when its happen again and again. 

[Helen744]

helen744@Michael187 Hi Michel, if you advertise room for three or more then always challenge a single booking . Some are genuine for their own reasons but remind them that your space is for three and ask how many will be staying ,as if you do not know, and also suggest if there is only one they may be more comfortable somewhere else . If they say only one then ask if they would prefer a particular room as staff will  only make one bed  .I dont do that but my son threatens to. If there is only one then then they only need one bed. Good Luck. My staff are imaginary just like their one person booking but bed linen towels etcetera and cleaning is real.Remind them of the cost per extra person per day and they pretty soon decide that the small saving is not worth it.Tell them that if they have an extra person when they arrive that a small extra charge is payable and Id must be presented at least name and phone number or have a checkin in the kitchen while you show them around. Be direct and up front . Make it easy .

[Elaine701]

@Michal187 

We lock the doors to unbooked bedrooms. It doesn't prevent them from bringing more than they booked for, but does throw a damp squid on the notion of getting rooms for free. And gives them a chance to make innocent excuses like "oh, sorry... two more decided to come at the last minute". 

Oh, you wanted accommodation for 4, not 2? No problem, we have a price for that. 

[Des1939]

I would report the guest to AirBnB and also contact their support folks. If the guest already has bad reviews, they may let you cancel the reservation.