Arrived with extra guest and states they cannot pay extra

[Kerry34]

Hello- My current guest stated there would be two people and arrived with three (the extra is a child who appears to be under 5). Originally my guest booked for one person. Later she mentioned her brother would arrive before her, and I switched the reservation for 2 people. I met them for the first time this evening at 11:00 and there was an additional child who was sleeping on their guest bed. When I noted the sleeping child on the bed, they said they booked the home for two people due to language barriers (yet they already switched the reservation once). They then said they did not have enough money to pay extra. I have told them that I would contact Airbnb about how to handle the situation.

I am hoping to have an Airbnb representative help to moderate. This entire situation makes me very uncomfortable. I feel it may be best for them to find accommodation elsewhere. While my home does have room for 3 people this feels manipulative especially because the person who booked this trip is a host in her home country. She should be well aware of the booking process. I;ve never had such an issue before and as a Superhost have received high ratings from my many previous guests. Thank you for your help.

[Sky13]

Since this is a TRUST and SAFETY issue, we must all ask Airbnb to improve the booking process. 

Please feel free to copy and paste the below content:

1. Please add an extra step in the booking process:

"How many guests are staying?"

This is a TRUST and SAFETY issue. The tiny 'number of guests' button is easily missed. Additionally, if a host has to bring this to the guest attention later, it's awkward at best, and sours the relationship at worst. Not to mention the time/money resources that must be spent by Airbnb and the host to settle the mistake.

2. Please add an extra step in the booking process:

"Is this a third party booking (for someone other than yourself ex. friend, or family)?

This is a TRUST and SAFETY issue. Additionally, if a host has to bring this to the guest attention later, it's awkward at best, and sours the relationship at worst. Not to mention the time/money resources that must be spent by Airbnb and the host to settle the mistake.

[Mike1034]

@Sky13 Great suggestions! You may send the suggestions through AirBnb feedback. I was told by AirBnb support reps that AirBnb will consider a change when they receive a lot feedback about certain issue. Their feedback link is

https://www.airbnb.com/help/feedback

[Greg488]

That is so true . I have had one bad review and it was from someone who had to pay an extra guest fee . She arrived at 2 am with her husband  for one night from her tour of Europe . I really think that when they are messaging you referring to themselves as I and myself  initially  and then its we us and our when you meet them in person is deliberate so that you don't ask them if it is just themselves or are they  just one person  before they book . And still Air bnb will hold the reservation for them I count 5 of my reservations like this and I'm only hosting for the last 5 months 3 of which the place was unavailable  to airbnb bookings. also I've Just noticed that my rating has gone from 4.8 after my last stay  to yesterday 4.6 last night  and now today it's at 4.58 . and it's only been occupied for last 14 hours sine I've just put in a send money request that I submitted at 3am this morning . I got a message for one of the guests asking how do they turn on the hot water in the shower which is a first , to which I replied you just turn on the tap. but still no response to the money request.

[Tracey248]

I have this issue guest arrived at just gone midnight as his plane had been delayed and he let me know he was arriving late. When he finally arrived he had a partner it was too late to say anything so I showed them to the room. They hardly speak any English and I don’t know how to tell them or make them understand the situation. 

Ive had guest try to book then find they are bringing a tribe with them and have to decline it but it seems to be happening more and more they get the price for one guest and try and book knowing they are coming with the whole family. I think the booking site should make them double check guest numbers. 

[Momi0]

Hi @Tracey248 

im hoping my reply will help you keep this from happening. After my first booking back in May 2015, when I got a guests who booked for ONE, showed up with his wife and infant daughter for our private bedroom in my family home, I made it my immediate house Rule that guests must submit the names of all guests coming. And if they fail to follow my house rules, they are not staying in my home. So here’s what I do. I read their message and ask ... “May I ask who is traveling with you? Please be sure to read all of my house rules especially House Rule #1 where the full names of all guests are required to be sent to me prior to confirmed booking. I also request that If their guests has an Airbnb account, they must link it to the booking so that my review appears on BOTH OF THEIR ACCOUNTS. Make sense? I can’t tell you the numbers of times the guests writes back and says, you are right Momi, I need to correct the number of guests to appear as 2 and heres is the name of my wife, girlfriend, partner, brother etc. it’s never been a problem since that first booking. 

Take a look at my house rules. I was recently written about in Airbnb’s latest April newsletter for my clear, concise, to the point house rules which have been “borrowed” by thousands of hosts world wide. I appreciated that Airbnb highlighted me as being someone with great house rules because it’s helped even more hosts. 

There is nothing wrong with making your listing settings charge for 2nd guests. If the guests makes the mistake, contact Airbnb to collect payment. Just be sure your listing charges for extra guests and your house rules are very clear on what you expect. 

Ive been attacked by a few hosts back in 2016 who thought my rules were a bit much, but I can tell you that my 99% of my guests have had no issue with it and I still remain a Superhost for 17 quarters in a row with the most beautiful reviews written about my airbnb and my service. My most recent American guests who has stayed at 21 Airbnb’s around the world since 2013 said my listing was the most well written listing, my photos were perfect, my house rules were the best he’s ever seen and I was the best Superhost he has ever had.  It made my day! 

Remember your home is your home.

Take charge. Stay in control and set the tone on what you expect from your guests. Thank you for being so accommodating your guests who had to arrive late... you are a great host. But you absolutely should not allow someone to take advantage of you. 

Decide whats important to you and comprise your house rules to make sure you get the best fit guest for your home. 

Check out my house rules.. and you will see how I determine who is the best fit for our home... Airbnb loves it. That’s why they wrote about it in 5 places in their monthly newsletter.  Hope this helped you. 🙂 

[Tracey248]

Thank you I will check your house rules now. Again thanks for the quick response aswell. X

[Momi0]

@Tracey248 

You are so welcome

it’s my Aloha Pleasure 🙂 

[AJ-and-Erica0]

You should reinforce the rules about the extra guests, contact Airbnb and use the Resolution Centre if they dont update the number of the guests

[Greg488]

I messaged the guest directly just now .To which he replied "

No, I have not received any money request. How much is it? I wish you would have said something last night because he would have found another place to stay.

Today at 12:48 · xxxx.

so I just replied "

xxxx you booked the studio for one guest during the booking process it clearly asks you how many guests are staying you selected One guest . In all your messages you referred to your self in the singular and gave me reason to think that there was anyone else but you coming . You arrive at 12.30 at night in the lashing rain I was tired and you and your friend looked the same way if I told you last night it would have caused more hassle for both you and us also I'm not in the habit of refusing people in the middle of the night and leave them out in the rain looking for somewhere to sleep . when I called airbnb about this last night the told me I had the right to refuse you . I thought it best to leave it at least until the rain stopped . Believe me I am furious about how airbnb are handling this but your friend cannot stay unless he pays .

Today at 13:14

It is an extra 25 euro per person per night

Today at 13:15