Rules and policies for the good of all.

Mark657
Level 2
South Lake Tahoe, CA

Rules and policies for the good of all.

We have been Airbnb hosts for a few years, renting two rooms in our home. We have rules that are presented up-front, including one that says there’s a maximum of two guests per bedroom.  Each room has only one queen sized bed.  We are super hosts and try to make everyone’s stay better than expected.  
We just had our first issue with guests not abiding by the rules of our listing.   The booking guest checked in with one other person as expected.  However, this guest snuck in a third person (adult) into their room.  We found out after the second night. 
we contacted Airbnb, explained that our relationship is about trust and we cannot trust this guest any longer.   There were two nights left in the reservation at this point.  We told Airbnb that this guest needs to vacate our home immediately.  Airbnb said they would contact the guest right away and opened a “case” file or something.  The guests were belligerent when I told them there stay here was over and they must leave. 
these are not just our common sense rules, we are also under county regulation that no more than two people may stay in a room. 
thus far we are very disappointed with Airbnb’s response.  Rather than backing us up, they tried to tell us to give the guest another chance, or charge them for an extra guest.  This is not about the money. These are the rules!

We heard later from Airbnb that they were planning to refund the guest for two nights!

Now let’s get this straight.  There are lots of problems with Airbnb rentals and lots of government regulations being created because of problems, but here, rather than making clear to a violator guest that they can’t just break the rules, they tried to accommodate them, and basically tell them it is okay to crash extra people into a room as long as you don’t get caught. But don’t worry, if you do get caught we will give you your money back!

Here we are, victims of rule breaking guests, we had to deal with these people, a sherif had to remove them from our home, and Airbnb wants to give them money back!  Now the room of course can’t be re-rented at this late date, we have offered to the other guests staying with us a free complimentary stay because this trio of people ruined their stay...

Airbnb, I think you have made some terrible decisions here and you are not helping yourself or your hosts. 
Airbnb, how about getting your priorities straight in 2030?

1 Reply 1
Mike-And-Helen0
Level 10
England, United Kingdom

@Mark657 if a child was raised this way what would we expect of them as an adult?