Hi @Marie5866
Sorry to hear you are having a bit of difficulty with one of your bookings.
The basic answer is that airbnb doesn't really have any policies or attitudes towards things such as this and they certainly are not going to enforce things on your behalf.
It's up to each host to decide how they want to manage their costings, their rules etc.
It's also much better to try to set things up to prevent situations like this form occurring rather than having to deal with them as they happen. Easy to say, not so easy to do!
From what you've written more guests turned up that you state is your maximum occupancy right? Your maximum is 5 but 7 are there ( one of whom is a young child?)
Airbnb would definitely support you in having this listing cancelled if you rang customer support, because extra guests have turned up. However you'd lose money and also probably get a bad review.
You could request extra money to cover the extra guests, but as the booking has already started, the guest can just ignore your request for more money via the platform and again you're likley to get a bad review.
Without knowing all the details I'd be inclined in THIS instance to just grin and bear it - particularly if it is not a long booking. However I would definitely review appropriately. Start with something positive - eg - they were friendly or they were clean, but then note that they booked for 5 but 7 guests turned up. Mark them down on communication and say no you wouldnt' host them again ( if you feel that way).
Keep it short, factual, professional
Moving forward you need to try to stop this from happening again.
There are a couple of things you can try.
Install a security camera near the front door ( or in the front door bell) and be sure you note this in the appropriate area of your listing description. Guests who plan to do the wrong things and bring extra guests do look out for the security camera disclosure on listings and go elsewhere
Consider charging a security deposit. It's not necessarily of any REAL use, but guests don't always know that, and it makes them think twice.
State very clearly on your listing that 5 is your MAXIMUM OCCUPANCY, including infants ( if it is)
When guests book tell the guests that you require them to enter all the names of everyone coming on teh "who else is coming " section. State that ONLY people stated on the booking are able to stay. This includes infants. Guests violating this rule will have their booking cancelled. ( airbnb will support you re this) something along those lines.
You have to be firm and stipulate this several times. If you are messaging guests, say again something like - I see you have booked for 5. Just checking that this is definitely the total number of your group, as unfortunately my listing cannot accommodate more. If this does not suit, you have time to cancel without penalty.
And finally if a group does turn up with more than the number stated, you need to be prepared to stand firm and not let them check in. Tell them sorry - it's against your insurance guidelines - they and you will not be covered - you were clear in your listing and offer to help them ring airbnb who will help to rehome them.
I find it much easier to be very firm but friendly in my listing, house rules, pre booking message and initial message contact . Guests get that there is no wiggle room, and don't try to pull tricks - or if they WERE planning to pull a trick, suddenly realise that they "cant count" and in fact there IS an extra guest actually and they'll amend the booking to reflect this.
Hope this helps.
How did you actually go with the situation?
Other more experience hosts may have other ideas and contributions to make.
Just my opinion.
Good luck!
