Happening right now!!! Guests wants to alter booking above our max capacity!!!

[Thomas1033]

So it was bound to happen...guest instant books the last weekend in June at $125 per night for up to 5 max bodies any combination and clearly spelled out in description and rules she agreed to.  She booked 2 adults and 3 children.  Today she tries to add her sister and an infant.  That equals 7 doesn’t it?  She can’t do it because there’s a $100 extra person fee (as a deterrent). So she questions me and states per Airbnb policy infants are free and do I intend to charge for the infant.  I stated our policy was clearly explained in description and rules she agreed to.  She states well she’s just adding her sister as the fifth person plus her two month old baby.  Wait I said, you already have 2 adults and 3 children listed.  She states that’s not true.  Screenshot sent, it’s true.  Still she argues.  So I ask how many adults and children/infants do you intend to bring?  She states 3 adults and 2 children and 1 infant equals 6 right?  Okay I ask what happened to the third original child?  Argues well plans change blah blah blah.  Okay I said you are welcome to cancel.  I have already checked available airbnb in my region and she’s going to be paying at least $250 plus cleaning fees per night and more likely $400 plus. I bet she already knew that when she booked and that’s why she’s still arguing.  I tell her to cancel again.  She tells me if we don’t want them staying here to cancel AND give her a full refund.  I stated I can’t cancel for her to call Airbnb and they will assist her.  Thanks to this forum I know the drill !!  So far I’ve had no further messages and nothing from CS.  I smell a huge pile of problems now if she stays but I’m going to hold my ground and my strict cancellation policy.  Her last message had Nasty tone to it.  I’ve done everything Airbnb told me to do to limit occupancy to 5.  I would consider giving her a full refund if it gets booked which it surely will but not until that happens.  So the clock is ticking...tic tic tic

[Thomas1033]

Hey Thomas,

I am Apurva one of the case manager at Airbnb, hope you doing good.

This message is regarding the reservation id-HMANTB9DD9

The guest has contacted us stating that she wants to cancel the reservation as they have there children with them as well.

Kindly reply back so that we can resolve the issue.

Me: 

I did advise them to cancel as they intend to bring more persons than we allow.

Airbnb CS: 

Thomas,

No issues we will cancel the reservation and issue them a full refund.

Me:

Per our strict cancellation policy?

I will graciously consider a full refund in full once the dates are booked.  Please follow policy.

Airbnb CS:

Thomas,

As per the message thread you have told have already confirmed a full refund to the guest.

Me:

I most certainly did not and you can see that so good luck with arbitration

Airbnb CS:

Thomas,

Once again we really apologize if the guest is willing to pay for the extra guest and then if you want to cancel the reservation then we will have to cancel the reservation and issue a full refund to the guest.

Me:

Sure if they want to pay the extra guest fee they can.  I just question how many people are really showing up.  The answers have been convoluted as you can also see by the message thread

Airbnb CS:

Thomas,

What is the amount that you want to charge the guest for an extra guest.

Me:

We already have that set at $100 .  If they want to pay that we will accommodate them of course or issue a full refund once the dates are re-booked which they are sure to be.  Their choice.  Once again I question who’s actually going to be coming and that needs to be stated before we accept a alteration.

this is currently the status.  I already know the guest doesn’t want to pay the extra guest fee because they tried to state Airbnb policy and not my own regarding infants.  They agreed that they read the rules and now this.  I think we are being fair.  Keep tuned.

[Thomas1033]

Update, so last night I received notice that the guest canceled the reservation.  I checked the details and we are due a payout of half per Airbnb strict cancellation policy.  The dates are opened up and the price has been raised to reflect little availability in our area.  There has been no further communication between us and the guest or us and CS.

[Branka-and-Silvia0]

@Thomas1033 

So, it ended good, but it is interesting how much of your time is spent on something that should be automated. It is unbelievable how Airbnb pressure hosts to act against their cancelation policy and to fully refund the guest who is trying to break house rules.