My Guest were 9 person but want to check in 12 person

[Zita1]

My guests made a booking with me for 9 person, but they wanted to check in all together 12 person in my sharing room, I did not prepared to give beds for so many more guests, and 3 children included too, and I could not give them a room with adults, because they were babies too,
might cry all night and other guests of mine would be not able to sleep.
I agree to cancelled the reservation and in this way they got back their full reservation price and can looking for another place to stay, Unfortunately because of my cancellation the airbnb system charge me an extra 100€ penalty fee!
How can I explain to airbnb customer service / how I can contact with them?
because It was Not my fault as a Host , that my guests were booked for 9 people, but want to come 12 people and include small toddlers too. It was the guest fault not mine. I could not prepared for this and they also not paid for 12 person either in the system.
thanks your help and advise !
Zita from Hungary 🙂

[Gerry-And-Rashid0]

Hi Zita - the first lesson is you should never, ever cancel as you will penalised. You should have contacted AirBnB and explained the situation so that they could either find the group alternative accoomodation or cancel on your behalf. 

All you can do now is contact AirBnB (via Twitter is usually the easiest for a quick response) and explain what has happened.

[Joalexer0]

You should have informed them from before but still get in touch with them and explain the situation, they will also check the messaging between you and your guests to verify what you are saying.

In the future ALWAYS TALK to Airbnb FIRST