Reservation issues

[Ysaura1]

Hi 

Im having some issues with my guest lately that makes reservations for 1 guest and 2 people come....often I text them to confirmed that will be 1. 

I don’t feel comfortable asking this questions even before they come . Also when they go to edit or add a second person look like they’re lost and I don’t know how to guide them...please help 

[Emilia42]

@Ysaura1, Airbnb defaults to one guest. It happens all the time and is an oversight on the guest's part. I have many guests that book for one but state "my husband and I" etc. You should not feel uncomfortable asking for the correct number of people. Say something like "You have confirmed the apartment for ONE guest on XX dates. If there are any changes, please let me know as soon as possible."  You can change the reservation yourself. On the message thread or Reservation Page - click "Change or Cancel." Then follow the prompts to change the reservation to 2 people instead of 1. I always send the guest a message to let them know I am doing this and that they will need to accept the change so that the reservation is officially confirmed for two guests. 

[Ysaura1]

Thank you so much...some guest are very sensitive when you ask questions...I will do that next time 

[Ann72]

This happened to me twice today, @Ysaura1, so in addition to @Emilia42's good advice, I would say "Would you mind correcting the number of guests to 2? No extra charge but we need it for information and insurance purposes."  Both guests made the change immediately.

[David6]

Happens all the time. You have to just be professional but upfront and confront the issue. 

‘Thank you so much for your booking, you will be most welcome here. Could I just confirm, your reservation is for 1,  but in your message you mention ‘we’ .

Unfortunately due to our insurance company placing restrictions,  only  guests as per the booking confirmation  are able  to stay in our property.

If you can let me know at your earliest convenience if there is going to be more than 1 guest, then I can  send a reservation alteration to you. 

Thank you

..... 

we charge for extra guests and in 5 years only a handful of guests have cancelled or taken issue with this approach.