Hi everyone,
I'm having issues with a reservation of 2 people. they arrived with 5 and in my settings I have added that any additional people over 2 will pay 45$ per person, per night on top.
Furthermore, in my house rules it states that no additional people on the property other than the ones on the reservation.
I kindly asked them to make the changes on airbnb while they arrived, and they said they will do it in the evening. OK for me.
But after a day i didn't hear back, sent them another message and still no reply.
I then sent them a request to pay with the amount they owe. I also called airbnb who told me they will get in touch with the guest.
A day later I called airbnb as I didn't get any update, just to be told that the case manager will call me back later, who didn't call me back. the guest checked out and now Airbnb tells me that they can't force the guest to pay as I didn't add it to my listing's description
The guest have broken my house rules and essentially committed theft as I now have to cover the additional cost they created. (We offer a maid 5 days a week, daily cleaning, towels, and even cooking).
As a super host and renting with airbnb for many years, I am very disappointed in the service I get back from them. I am still discussing this matter with airbnb
Am I in the wrong here, and how should I proceed?
Thanks for your help