Official texts on extra guests

[AgnèsandOlivier0]

Hi there,

Is there anywhere some official documents from Airbnb a host could produce to deal with guests arriving in extra number (sometimes exceeding the maximal capacity) or with unwanted pets. By reading posts in the french speaking Comunity Center, it seems that a too accomodating host (and its guests) would loose benefits of Airbnb insurances, but on the other hand saying no can lead to very stressful situations… And Airbnb support can not always respond in the minute... Such clear and unambiguous documents would be really helpful, I think.

Olivier

[Mike119]

Bonjour Olivier,

Si les voyageurs ne respectent pas les conditions du contrat de location, exemple : plus de voyageurs que prévu ou des animaux alors que vous avez clairement indiqué dans votre annonce que vous n'acceptiez pas les animaux, les voyageurs sont dans leur tord pour "rupture de contrat". 

Vous pouvez donc leur expliquer qu'ils ne pourront pas rester chez vous car ils ne sont pas en accord avec les conditions de votre annonce.

Demandez-leur d'annuler leur réservation via l'application téléphone ou le site internet.

J'ai trouvé une page web avec un numéro de téléphone pour airbnb france. 

"Pour joindre le service client Airbnb, c’est simple et rapide, il vous suffit de téléphoner au numéro +33 (0)1 84 88 40 00."

[AgnèsandOlivier0]

Merci Mike pour votre réponse aussi simple que rationnelle.

Olivier

[Andrea9]

@AgnèsandOlivier0

In case somebody brings extra guests, and only if they don't exceed your max. number of guests, you can change the reservation.

Have a look at this posting and scroll down to Christine's answer:

Extra guests - change cancellation

and like she says, don't let them into the apartment before they haven't accepted the booking change.

[Andrea9]

... And if there are more guests than you can host, tell them that x others in their party will have to book somewhere else (maybe you even have a couple of nearby possible  addresses available for them to try).

[City-Limits-Ranch0]

If the animal issue is a common problem for you send all guests a 'no pet' reminder along with your arrival instructions and  have a pet boarding facility on speed dial.  Send the guests there to leave their pet.  If it is a legitimate service dog with a disabled person, you should accept it. 

The answer to your question is that the official document that says what the policy is about additional guests and pets is your House Rules in your House Manual.  Put in the House  Rules exactly what your policy is, print it out and have it in a binder or laminated or whatever you like.  If the guests question the policy, pull out your House Manual and turn to the appropriate page.  They had to agree to the House Rules to book with you.