Executive offsite booked for 5 guests ended up coming 17 guests

[Chao64]

I just hosted an executive offsite of a notable public company listed on Nasdaq. The CXOs came and it's booked by its Executive Assistant to CEO/CTO.

It's originally booked for 5 guests for 3 nights. Two weeks after confirmation but before their check-in, I was told there will be 17 guests. Though the house allows max 14 guests and I charge extra guest fee for guests over 8.

After check-in, I came to my house and saw 12 cars parked out of my garage. I came across the food delivery guy who told me he delivered food for 19 people.

So I reached out to the Executive Assistant and asked for extra guest fee. The EA said she didn't know the max guest or extra guest fee. Whatsoever, I ended up charging extra guest fee only for 1 night.

I thought it's the end. However, after checking out, I got a bad review. The reason is "inaccuracy" - "The host didn't highlight the max guest # and extra guest fee in the description". Of course, I had told the EA that the max guest # is clearly stated in every listing in Airbnb, and, the extra guest fee shows based on your guest # so it highly relies on guest's honesty.

It's so far the only non-5 star review I got.

Then I asked for the extra guest fee for the other two nights.

Advice is appreciated.

[Emiel1]

@Chao64 

The review itself is not a negative one.

Ofcourse the person making the booking needs to enter the correct amount of guests and then any addtional fees in the booking price will be calculated accordingly.

And making a booking for 5 guests when 19 are expecting is weird anyway.  So next time be alert on any booking made for a low number of guests and ask if it is correct. As it is easy to correct it ("change" option on the reservation) before(!) the reservation starts.

[Mark116]

@Chao64  Why did you say this guest was 'highly recommended' when it is obvious she was a terrible guest and didn't read even the most basic information about the house such as what the maximum number of people was?  

Your reviews look like your niche is hosting corporate team events, so you might want to tighten up your communication to double check on the number of people and whether the booker has read the rules.

I didn't check your listing, so I don't know if moving furniture all over the place is allowed [we don't], but maybe also bulk up your rules a bit.

[Chao64]

Yes, I made a mistake. I am a new host and agreed with the guest to charge one night extra guest fee (instead of three nights) and exchange for a good review. I was annoyed by the moved furnitures as well but however I still gave a good review. However, the guest took it for granted and didn't give me a good review.

I've definitely learned

[Gwen386]

@Chao64 Ok, since you’re in Cupertino, sounds like Apple. If so, is it possible that you were a little starry eyed by who the guest was and didn’t do your due diligence? In this instance, just treat it as a lesson-learned. 

EDIT

I went back and read Kaitlin’s review, which I thought was just fine. I only wish you had not responded in the manner you did. Again, lesson-learned.

Hosting is all about hospitality. Remember that! Your review is what other guests will read and they don’t need to know that you actually counted the number of cars out front and asked the delivery person how many orders were placed. SMH. Your review didn’t mention anything nice about the guests although Kaitlin mentioned nice things about the rental and also provided great suggestions.

This business is also a referral business. Kaitlin most likely will not book again, and as an EA, may influence other EAs not to book their events at your rental, which by the way is spectacular. 

[Chao64]

Thanks Gwen. Yea it's a lesson-learned. The company was WISH

I went to property to send Kailyn a kitchen tool, per her request, and I was even blocked by the cars of the guests. So she knew that I knew how many cars they had.

Yea, Kailyn's review wording was okay but the rating was 4-star. Maybe I should blame Airbnb's "5-star or bust" reality but apparently some guests consider 4-star has been generous. I gave her 5-star with nice review however I should've been honest. Tbh I don't think I should mention anything nice in the response to her 4-star review as I've already done so in the review to her.

So .. seems in this situation with guests like Kailyn, the only way to avoid non 5-star review is to forget about the guest #? If so I'd say it's a bug of Airbnb policy

[Helen744]

@Chao64 , this was not a third party booking but the same rules should apply . All of the guests need to be named . Did you ask for ids ?, for all adult guests or do you verify guest numbers with the guest. Did you meet the guests ?. communicate communicate communicate . find out as much information as you can before the guests arrive and ask the booking guest to pass on all rules of the accomodation to the other guests . Point out the limit and the extra guest fees . I suggest this lady made up her own mind how many could fit in your house and also decided to cheat you out of your extra charge . Call her out on it and in future send the variation amount for all the guests and all of the nights and keep everyhing in the messages.  All you had to do was ask her how many guests were with her and staying and remind her that visitors ,not on the reservation are not allowed. but as others have reminded you ,with so many people possibly arriving you need to know well beforehand. this is partly your own fault for inattention . H

[Chao64]

> All of the guests need to be named . Did you ask for ids ?, for all adult guests or do you verify guest numbers with the guest. Did you meet the guests ?

No I didn't ask for IDs but the guest who booked has identity verified. I didn't verify the guest number with the guest as the booking has specified 5 guests. (If it were 1 guest I'd for sure ask).

Tbh I'm a bit surprised that an Airbnb host would want to verify all guests' IDs.  I tried to ask guests to show me IDs and they appeared to be very hesitant.

Helen, thanks so much for responding. Would you mind sharing how to politely verify all guests IDs and the best practice?

[Helen744]

@Chao64 the only thing I can tell you is as a host ,one question might tell you two things . ask for id and also vax certificates at the same time and after  booking takes place

 send your mobile number to the guest, but make sure all messages on your mobile are also sent via the message app. Ask for arrival times and tell the booking guest that as the 'owner ' of the  house you like to know the identity of all persons in the house, for their safety and yours,and also for any follow up issues which may arise, but also tell the booking guest that ultimaltely they are responsible for the booking and all damages .Also mention that any changes in guest numbers before arrival ,can  be messaged through and you will do your best to make those changes for the guest, as to accomodate them. Also simply say , 'if there is any other thing that you are not sure of before arrival please just ask .Communicate that you are a host falling over backwards to help them and most people will tell you what you want to know . Make it clear if they object that you 'could ' 'could ' accept just seeing the id on arrival , but most of all with such a big property and the ability to make a lot of money or a lot of trouble , Dress up and be there . Tell them you will greet them and run through everything with the house and do it . H

[Helen744]

Then get out of the way , oh and leave your phone number in a prominant spot like the fridge. H

[Helen744]

It will not always work out as you wish but at least they know who you are and you have done your best but do not hang around or invade their privac y after the initial greeting in any way. H