Extra guests stayed unpaid

[Emma132]

What would you do??!!! I have just had my (sister) cleaner call me, as she has just found not the one King size bed to be used, but also the queen & King single. The guests only paid for the first 2 people plus infant. They had booked my entire house for 3 nights. I charge $250 per night first 2 guests, then $50 each guest thereafter. I am feeling like I have been stolen from! Worst part is they have been sending me messages saying how much they love the place and can't wait to come back! 

[David126]

Ask them how many stayed.

[Emma132]

Thank you for your reply! I am new to Airbnb and feel really uncomfortable raising this issue with them. But I think your right, I need to simply ask them! 

[Dallas9]

Yes, had one rent single occupancy last month and showed up as five.  They were from india and i Had to bargain like i was in a marketplace in new delhi!  Didnt want to pony up.  Got $for two of the extra 4.

[Cathie19]

Hi @Emma0.

FAMILY PROGRESSIVE BEDS:

Can you be sure there was an extra guest? This would not have been my first thought.

They are a family, and sleep deprivation and unsettled nights can be the norm.

My reality check would be, they paid for the whole space and just used it.

The infant could have been unsettled and one of the adults went into the other room for a good night’s  sleep! It happens.....

Seriously, if they loved the space and gave a good review, I would be very happy with that, rather than letting yourself be stressed over a set of sheetsor an extra guests fee.  Less suspicion, more deep breathing... take care.

🙂

Cathie

[Helen3]

Contact the guest @Emma0

Say you noticed that all the beds were slept in.  (I presume you have it in your house rules that only guests who have booked and paid can stay in the property).

That you are disappointed that they didn't disclose that they were five guests staying rather than the two adults and a baby that had booked. And that you are sending them a request throught the resolutions for $50 per person per night, which you would appreciate if they would pay promptly.

Going forward make sure you intall CCTV.

[Sonya6]

I am in a complete quagmire And need some advise. I am getting 0 help from Air B n B who I have been in contact with since 10 days and they are doing absolutely nothing to help me in this situation. I had two guests booked for a longterm 41 day stay at a reduced 55% reduction on the nightly rate. My neighbor informed me midway during their stay that they were four adults and not two. I requested to the guest to pay the extra daily rate for the extra 2 guests. reached out to the guest but they refused to respond to the requests or my messages. I went to the apartment at noon after giving 24 hours notice I would be coming at that time and found 4 people still asleep in my beds at that time. Now it is the end of the stsy and Air B n B have not inforced the fee. My guest has now made a bogus complaint that there was a problem with the internet not working which is absomutely not true as has made a counter request for a refund of 2.5 times the rate that I have asked for the extra guests. As I said I am getting no help from Air B n B.

[Helen3]

As you have evidence Airbnb should have either cancelled the booking or supported your request for extra funds.

Try them on Twitter and Facebook.

[Paul-and-Jo0]

Try calling them. They have no choice but to listen. But they do tend to ignore repeated requests using the online chat if they do not have a proper answer

[Letti0]

@Sonya6  Cantact your internet provider and get data used during the stay from them. You need to call AirBnB and escalate your case and provide that information. You may actually be able to get it by logging into your account with them. Then you call AirBnB with your proof and demand the 4 person rate as you and another witness have seen the guests. You should have shot a photo or two, but if you documented it in the messaging system that should work. 

AirBnB France +33 1 84 88 40 00

[Sonya6]

Hi Letti, thank you for your response.  I had taken photos of my home and also that with the blow-up mattress that they brought in. It has been 14 days now I have been calling and messaging and someone has finally sent me a mail. But we seem to be getting nowhere and they are not taking the sitation seriously. The guest finally checked out yesterday and we have found that he has stolen many things including a portable wifi connection satalight devise, towels and some valuables. No one has gotten back about this now either...