Only booked for 2 but text says they will arrive with 5 people... no room!

[Emma27]

Hello Air BNB community. 

this  is my second hosting ever on Air BNB and it was booked for just 2 people, which is fine because I have room for two people and three as an absolute maximum. My guests were to arrive at 9pm this evening, however I have just received a text from them to say that they have now requested extra guests to 5 people coming to stay. I simply do not have the room and was not aware that he would do this. Do I have the right to turn him away if they attempt to arrive?

I have left texts and voicemails to say that it would not be possible with 5 people however I am getting no responses.

Would I have the right to keep the booking fee or would I have to refund if I turned them away?

Sorry if these questions seem silly, I am just very new to this.

[Clare0]

@Emma27 After a very cursory review of your listing you say you charge 20 pounds for extra guests beyond 2 but no where do you say that 2 people are the maximum. 

That said, if your guests read your listing they would realize that you have sleeping accomodations for only 2. 

I would contact Airbnb right away to explain the situation and ask for their help and advice. Here's how: 

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

You might have to send the guests a reservation alteration to collect money for the extra guests.  That alone may make them change their minds about arriving with 3 extra people. 

I wish you good luck!

[Louise0]

Yes Emma, you have every right to turn all but two of them away and expect to be paid according to your cancellation policy for the booking.  They booked for two, you accepted a booking for two.  They agreed to your cancellation policy.  That's it really.  

If they wish to amend the booking to more people they must send you an Alteration Request.  You have no obligation to accept this Alteration Request and you can simply reject it with no further comment or reject it with a message that says you can accept X number of people and send an Alteration Request of your own with your maximum number of people shown on it and the price increased to include any extra guest fees.  

There should be no reason to even contact Airbnb as you are simply following a clearly stated policy and process.   Note I say 'should' 😞

[Clare0]

Hey, @Louise0, great to see you lending your expertise here!  That darn Extra Person Charge field is so misleading.  I have a strict maximum of 4 and the $0 charge for extra people I found to be very misleading...No charge? Great! We'll bring extras!  Finally found out how to get rid of that field entirely (I put in $500 per person and poof! it was gone).

Thankfully, @Emma27 did have it stated that there was an extra charge but it was buried in the text so I thought there might be some wiggle room from the guest's perspective. 

Hope Emma gets back to us to let us know what happened!