Guest booked for 1 and 4 turns up

[Andrew-and-Yvonne0]

Hi

I had a guest whom booked for a month for one person. He turned up with 4 people. Our policy is 2 people included in the booking and each additional person charged a fee up to a maximum of four people.

I informed airbnb and they took  a long time to come back to me and in the end they said use the resolution centre, However they have suspended the account ( guest)so i can not message the recipient 'This message has been hidden because the person no longer has access to Airbnb.' Now it transpires that the guest is not the person who booked but someone else.

This guest is refusing to pay. Airbnb meanwhile sent me a message asking me to collect the additional fees directly off the guest. Which I cannot do as 1, I am not in the country 2, The guests says he has no money. He would owe around £400 for the additional guests after a month.

This was airbnb's last message.

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. We’ve given your case and its details careful consideration, and we determined that additional payment for the reservation must be directly requested to the guest.

We understand that this might not be what you’d hoped for, but we came to this outcome because additional payments can't be processed without the consent of the user involved.

Our review is complete now, and we won’t be able to offer additional support on this case at this time.

We suggest that you directly get in touch with the guest to request for additional payment, you can directly contact them by using this link:

Any advise on what I should do?

Andrew

[Andrew-and-Yvonne0]

@Kelly149 

As per airbnb payout we got paid on the 2nd day. Otherwise they would already be gone.

The calendar is blocked until there scheduled checkout date.

[Kelly149]

@Andrew-and-Yvonne0  You are allowed to change booking dates but “guest” has to approve the change and if they no longer have an account then that seems difficult. 
this is perhaps one of the most puzzling abb scenarios I’ve ever seen. 

good luck!

[Andrew-and-Yvonne0]

@Kelly149  Exactly

No option to do anything except evict the non-booked occupants. At least no one can leave a bad review. 

[Andrew-and-Yvonne0]

@Inna22 

This I believe is correct.

[Andrew-and-Yvonne0]

I believe this to be correct.

[Daeja0]

So wait, they provided you with a link to contact the actual guests directly? I’m curious if that is an Airbnb link. If they are able to provide a link, they clearly know the identity of at least 1 person in your place. 

If the original user who booked the place no longer exists on Airbnb, I’d be seriously concerned about the payment you’ve already received. Whose card was used to book?  A person physically there or another person who didn’t authorize the charge? Are you protected from a charge back? 

Thinking outside the box, you say the additional fees for extra ppl would come out to €400 yea? Let’s say the total price they paid so far was €1000 for 30 nights. Now deduct €400 = €600. How many nights would they be allowed to stay if they only paid €600? (Total paid-extra person fee=x/per night rate = # of days). Since the extra fees will be less due to adjusted # of days adjust the rate so it reflects accurately & explain to your existing guests that based on what they already paid, they are covered through X date & will be required to check out early unless they pay you x amount to stay for the originally booked dates. 

[Andrew-and-Yvonne0]

double post

[Andrew-and-Yvonne0]

@Daeja0 No, the message just states, collect the monies directly from the guest, No link on the messaging system.

I am not so sure about the chargeback, I would be fuming if that's that case.

They will be out 9 days early without full payment. However it is not a good position to be in as they could decide to do some damage or worse. Considering airbnb is supposed to be the agent in this instance they should have unblocked the calendar at least? That way I could have mitigated any loss but it's blocked till the 14th.

There really is no easy way to deal with this situation though am sure some hosts would have just got the cops to escort these ppl off the premises. That's what I still may have to do which means these people will pay fiscally 100%. Just getting the police from day one may with hindsight may have been the very best option.

I did tell them to leave and cancel,. They could not as by that time, the original booker was banned/blocked.

Airbnb has not been forthcoming with any info other than what you/I know here.