Guest arrived with more people than scheduked

[William251]

I have a guest that reserved the BnB for four. Now there are five guests. How do I charge them more. 

[Marzena4]

Try to alter the reservation, @William251. And it would be good to report the guest to Airbnb.

If you can't alter the reservation, get in touch with Airbnb support anyway.

If you can't reach them or you get to someone not understanding you (from reading about hosts' problems with Airbnb in this forum), charge the guest.

You can contact Airbnb Customer Service using Twitter @AirbnbHelp or the form: https://www.airbnb.com/help/contact_us#/. Or you will find a pinned post in the Help section how to do it: https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

[Marit-Anne0]

Your listing is a bit confusing @William251 - your max occupancy is 4 guests, so it would not be possible to book for 5 even if they wanted to, despite the fact that you list further sleeping arrangements in the common spaces.  

I think you need to adjust your settings and let this one pass. Nowhere in your listing is it indicated that you charge more per person after xx.  Asking any extra not revealed in your listing will ensure a bad rating. 

[William251]

Thanks a I will clean that up

[Matthew285]

@Marit-Anne0 that is good advice regarding not charging more if you don't specify a charge for more guests.

What should a host do, though, if guests arrive with more people than the specified number (and more than the listing capacity)?

It seems severe to throw them out into the street, but there is no option to charge more if there is no "per guest" charge.

(The very few times it has happened to me, I have mainly asked the guests not to down-rate us due to the cramped quarters. They usually have been very appreciative and given us good ratings... but still.)

[Julia66]

@Marit-Anne0  That's a very good point, mentioning the extra guest charge in the listing.  This used to show in the Pricing section of the listing, but now the guest doesn't find out about it until he enters the number of guests.  You don't see it if you're just browsing.