Hi Debra,
I had a guest book for 4 people but had 5 the entire time. My rules state $25 per night per guest over 4. It also states $100 fine plus the cost of the extra guest for bringing unbooked guests. I had 8 clips on my Ring device of 5 people in a row leaving and returning in the same clip. One showed them coming home at 2 am and leaving together at 9 am the next morning.
The guest lied stating it was a cousin in town that didn't spend the night. Here is what I received from Airbnb: "Right now we have clips of 5 guests coming and going but there is no 'behind the scenes', the extra guest could have left after the clip cuts off, which is what the guest says happened. After reviewing each side of the story and watching all of the clips, we are able to see instances true to Adam's side of things, as well as that the extra guest could have stayed over.
In order for me to completely validate your claim I would need undeniable evidence that the 5th guest stayed overnight."
They're basically saying that even though they are arriving together at 2 am and leaving 7 hours later the 5th person could have left just after 2 am then returned right before 9 am to leaving with them again.
Their response was as if I had to show a picture of 5 people inside sleeping.
This disappointing decision by Airbnb shows you can't charge for extra guests because all the guests need to do is say they didn't actually sleep there and Airbnb will side with the guest.
Did you receive a better outcome with your resolution?