I thought I'd post on a new resolution request I'm making as a sort of tracking/informational post for fellow hosts. I often let guests that try to sneak an extra guest or two over our maximum through as long as they are good guests and don't do a lot of damage. This past weekend though I had a guest with ~16-20 people in our 10 person max home for a 2 night stay. This is only the 3rd time in my 8+ years of hosting ~170 guest groups that I've requested money for extra guests. I took a similar strategy on the previous cases as well and was successful in recovering as much as $600 (1 group caused damages/losses and smoked.)
I was traveling during this guests' stay so I didn't get a chance to check the outdoor cameras (driveway and ring door cam) until after my cleaning lady informed me on checkout that she saw three cars leaving the property 30 minutes after check-out time. 1 car had 6 people and the other two cars each had 4 people in them. I reviewed the camera video footage and before those 3 cars left after check-out 2 other cars had left earlier with at least 4 people had in them.
Based on the videos I really could only "definitely" demonstrate 16 people leaving on check-out so I made the following request for additional money: "At least 16 guests stayed in the home for 2 nights. Our extra guests fees for beyond 8 guests is $28 per night per guests to cover the extra use of supplies and longer cleaning times for large groups. That original reservation fees for 10 guests covered the extra guest fees for guests 9 and 10. I am reducing my regular extra guest per night fee to $25 per extra guests 11, 12, 13, 14, 15, and 16 per night for a total of $300 total requested to cover the at least 16 guests that stayed at the home."
Keep in mind that the guest instant booked which meant they agreed to a maximum of 10 guests on booking. I also follow-up with a personal message in messaging after instant books to reconfirm guests are ok with the no parties, no smoking, and no pets rules and will abide by the 10 person max limit. If they don't reply I'm rather insistent and follow-up with a text message to their provided phone number asking for confirmation with a warning that otherwise I'll need to cancel the request within 24 hours. That follow-up usually scares away guests trying to break the rules and they cancel quickly without replying. This guest replied, agreed to the rules, and confirmed "no more than 10" people in writing in the AirBNB app.
Overall their stay went ok. They had some trouble figuring out the sound system and the handles in the master shower which does cause guests some confusion at times. They also set off the smoke alarm once while cooking breakfast the first morning. Not the easiest guests in the world, but not the worst either. They were fairly amicable and appreciative of my quick replies to them.
In guests' initial booking message guests said their family was in-town to see their grandmother. The videos did NOT look like a family get together. It looked like a small party/get together among a variety of friends. They didn't trash the house but used every linen and all the extra linens as well leading to my cleaning lady spending 8 hours at the house instead of her customary ~5 hours. They also necessitated an extra run to the municipal dump to get rid of all the trash.
I'm out ~$300 right now if I don't count the extra costs of needing to replenish supplies and not to mention a fairly annoyed house keeper. Please note I'll be giving the house keeper 90% of that $300 as extra payment whether I get it through the resolution center or not.
This seems like a pretty cut-and-dried case where I should win the resolution request and may even be able to get the guest banned for partying if they annoy me in the resolution process. Based on my reading of the posts here, if the guests doesn't accept my request it will be up to the luck of the draw with who picks up the AirCover support ticket. I haven't heard back on the resolution request yet from the guest but it's only been about 18 hours. Also note I clearly disclose all cameras on the property and that 3 internal cameras are turned off and toward the wall during the guests' stay and only the cameras facing the driveway and front porch are remained on during the stay to verify guests follow the house rules.
I plan on reviewing the guest as a 1 for house rules, 3 for communication and 3 for cleanliness. My review of the guest will state "I would not rent to the guest again due to violating our house maximum occupancy rules." I'm waiting to submit my review for the guest. The guests did not submit their review before I submitted my resolution request but the guest did say on check-out before I submitted the resolution request that they "loved their stay and thanks for everything!"
I will keep people posted as it all plays out.
Mike
