Guests stay extra night - yet to pay

[Dora31]

hi All

i got a bit of problem.

I am on holiday so I thought that I will rent out my 2 bedroom property in London which I usually do when I go away. I got positve feedbacks.

3 guests booked the property for 9 nights. All paid. After this reservation I modified the my listing's settings that there will be an extra 15 pounds applied after the 2nd guests. These guests amended the reservation later from 9 to 8 nights but paying a bit of extra due to this additional setting. I am unsure if the guests were aware of paying extra (about 40 GBP) but there was no issues for 2 weeks.

They checked-in, all good. During their stay I received a message that they would like to modify the booking again and stay one more extra night, so amend it from 8 to 9 nights. I asked the guests to amend the bookings but no response from them, instead they asked about my extra charge. I told them that me as a host cannot put through any money request without being agreed. I asked them again to book the extra night. But yet again this has not happened. This is their first time using airbnb. I am still abroad and communicate with them on internet.

What would be the right procedure here? I do not want to request extra money from their deposit for that extra night as I am afraid that they will leave a negative feedback.

thanks

[Steve143]

Hello @Dora31,

If they haven't made a change request to book the extra night their reservation stays as 8 nights and they must check out as per the current check out date.

Perhaps they just decided that they don't want to stay longer after all.

You could message them prompting them to tell you one way or the other. You could also send them a change request. If they ignore or decline it the reservation stays as it currently is.

Steve.

[Dora31]

the problem is that I cannot force them to leave as I am not in the country.

[Steve143]

Hello @Dora31,

Then all you can do is wait and find out if they do stay the extra night.

If they do then you can request payment for it through the resolution centre accessible through the "Send or request money" link on their reservation.

If they accept that, well and good. If not, Airbnb's site says

Guests who refuse to leave—and how Airbnb can help

These situations are incredibly rare, but if they happen, we'll work with you to try and help resolve the problem with your guest. Should you face such a situation, let our 24/7 support team know as soon as possible and we'll get in touch with you.

That "24/7" link isn't the best so you can contact customer service by phone, Twitter or Facebook. Details in Contact Airbnb: A Community Help Guide - Airbnb Community

I found that article by typing "contact airbnb" in the "Search the community" box at the top of these pages where you posted your question. It appears in the list of suggested links.

Hope it all works out for you.

Steve.

[Dora31]

thanks Steve

my only worry is now that thye might leave negative feedback

[Melissa-At-Sparrow-Haven0]

I believe you are allowed to leave a response to their feedback.

In future, always have someone local who can be there on your behalf if need be.

[Helen3]

Hello Dora

You should never leave your listing without someone local to manage it in case of problems with guests. As you have now found out to your cost.

You can easily go into the booking and amend it for the extra night. They then need to accept it. Remind them that unless they accept it they will need to leave on the original check out date. If you don't hear back call them.

You will need to contact a friend locally to check they have left on time, if they don't accept the extra night.

Having a guest leave negative feedback isn't a reason for not charging them for the extra night.