Number of guest booked more than number of beds

[Sola0]

I have house that sleeps five and originally the family said 2 adults and 4 kids so I said I can arrange a mattress on the floor for one of the children and no extra fee. Then once the booking was accepted they changed the number to 4 adults and 3 children. They said they can just buy a blow up mattress for the extra people. 

Should I cancel the reservation and take the penalties or charge them for one more person or let them get away with having too more people than originally booked for?

[Ed-and-Hugh0]

@Sola0 Just contact Airbnb. They should be able to cancel without penalty to you since they lied on their request and are now planning to bring more people than you can host.

[Sola0]

can you assist me in how I contact them? is there a number I can call?

I feel I get so much run around or clicking around 🙂

[Eileen4]

Try Twitter or Facebook if you're having problems. I usually phone, but I do hear that going through social media is effective. (I only have the 855 number for North America.) 

They should definitely cancel for you.

[Ed-and-Hugh0]

@Sola0 The phone number for customer service can be found on any reservation/itinerary. I've also found it easy to use the Help Center and click the Contact page. After clicking the I still need help link, look for the Urgent button with a phone icon, or scroll down for e-mail/chat assistance. They've always addressed my issue quickly.

[Donna15]

@Sola0, whatever you do, don't cancel. Why should you pay penalties when it's the guests who are the problem.

You can contact ABB via the following.

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-Community-Help-Guide/m-p/16165

You can also reach them via the Help icon at the top of this page.

Also, at the bottom of a guest reservation itinerary is a phone number by which you can reach AirBnB.

[Sheryl3]

I would complain to airbnb and let them fix the problem. They are less and less supporting hosts and before long they won't have too many. Take for example this community they created..... All we do is complain to each other and nothing gets resolved.

[Sheryl3]

I would insist that airbnb resolve the problem. After all,they are losing money as well.