Guest admits to having extra guests, wants to pay the fee, no help from Airbnb

[Ann783]

We have a doorbell camera. Guest booked for 6. We charge an extra $50 per person/per night for up to 8 people. Noticed 2 additional guests on camera and I contacted the guest. They want to pay the balance due and we communicated on the App. Called Airbnb to adjust the charges and told they can't despite the conversation documented with the guest on the Airbnb app.

Am I missing something?

[Emiel1]

@Ann783 

Just charge the money via resolution centre and don't waste your time with Airbnb CS

[Z-2]

@Ann783 Are the guests still stay? If yes, You can modify the reservation, adding the extra charge and send to the guests. If guests agree, then they will accept the modification and pay the balance there. If they already left, then you just request money from guests. If the guests already agreed, it should be easy, right?

[Ann783]

They are still there. I took @Emiel1 advice and went to the resolution center.

[Z-2]

Both works. In this case, you get 3% more if you follow @Emiel1 advice since there is no commission charged. If you modify reservation, Airbnb will take your commission, also add tax and fee to guests. So go to resolution center is better solution. But if you return guest money, such as once I give 5% to military family, then modify the reservation is better than just return them 5% money. The guests get more than 5% (add tax and fee associated with it. in my case, tax and fee could be up to 27%) and happier. My listing does not have military discount listed but I will give that if they are nice guests.

[Christine615]

Yep - resolution center!

[Ann783]

.@Christine615 it worked. They paid the extra fees. No damage but lots of laundry - I suspect a party. Leaning towards not reviewing them.