What do you do or say if the reservation is for 2 guests and a third guest shows up?

[Dr--Leslie0]

I have the ring video doorbell and 3 people are definitely coming in and out. I have an extra charge for the third guest which is posted on my listing. How should I approach this issue?

[Mike-And-Helen0]

Do you accept three guests? Do you have a charge for extra guests?

Do you want to cancel the stay or just get paid?

How long are they booked for?

[Dr--Leslie0]

Thanks for the reply.  I was out of town when the guests arrived. I have a keyless entry so it wasn't necessary for my co-host to be present. I do charge for extra guests but since the stay was only for 2 days I'm inclined to let it go this time and make sure it is clear in my listing from now on.

[Rowena29 · Accepted solution]

Hi @Dr--Leslie0 

A bit tricky - because I've just had a quick look at your listing and pardon me if I'm wrong, but I' dont' think you have disclosed that you have a camera/video?  I'ts usually in the "you must also acknowledge section

if you contact them, say you've seen the 3rd guest via ring ( a video recording device) an it's not disclosed, and they complain to airbnb about privacy violation, you run a very real risk that your listing will be taken down at least temporarily.  In which case I wouldn't' say anything at all to them

If you DO have it disclosed on your listing here's what I think:  You could contact them and ask for extra payment, there's no real way to ENSURE you get the extra payment, and most likely they'll leave a bad review, cos they'll be peeved they've been caught out. How long is the stay for? If it's only a night or so, you're not that much out of pocket - your extra guest fee is only around $10?

 you are not on particularly firm ground as you mention nothing at all about extra guests etc in your house rules.   

I'd be inclined to let this one slide ( assuming it's a shortish stay) an tighten up your rules and regulations. If it helps I say this  in my house rules... 

*The number of guests stated and paid for in the booking is the MAXIMUM number of guests allowed. You may not exceed the number of guests specified at the time of booking. This includes “visitors”. This is an INSURANCE REQUIREMENT. If you need to alter, you can Amend the booking. Let us know if you need help.  

As well as having it in the house rules, I say it again via messaging  after guests have booked and I also ask the guests to ensure that they enter the full legal name of other guests on the "who else is coming section".  

Then there can be absolutely no doubt that anyone "misunderstood" 

 Possibly these guests HAVE misunderstood - some people think there's one price for a listing up to the maximum number of guests the listing will take. And indeed some hosts DO work that way. Others have a fee for 1 or 2 guests, or whatever, with extra fees kicking in after a certain number.   Because different hosts work differently, some guests do genuinely misunderstand.

Perhaps you can contact these guests and gently let them know that you've noticed the 3 rd person and you are concerned because the 3rd person will not be covered by any insurance or public liability as they were not indicated on the booking.  Depending on how they react - you could tell them that there is an extra guest fee, but  you'll let the fee pass this time ( or not, depending how you feel)

How the guests responded to your message would influence how I reviewed.  If I felt it was a genuine mistake, I wouldn't' let it influence their ratings.  If I thought they were trying to pull a fast one, I'd mark them down on communication; No I wouldn't host again;  and make mention of bringing an unpaid extra guest in the review to warn other hosts.   

Just my take. I'm sure you'll get lots of advice and possibly plenty of different opinions.   If you haven't disclosed the security device I'd advise getting in and doing so as a matter of priority.

Hope this helps

Regards

[Dr--Leslie0]

Hi Rowena29,

Thank you very much for the detailed response. I really appreciate all the good advice. 

I think you are correct in that I need to disclose the video doorbell in my listing and tighten up my rules and regulations. 

Would you be ok with me using some of the information you sent me in my listing? 

I think I will let it slide this time as it was only a 2 day stay and call this a learning experience. I don't think $20 is worth the possible negative review. 

Again thank you for the great advice. It was extremely helpful.

Happy New Year to you! 

[Rowena29]

Hi @Dr--Leslie0 By all means use some of my info - that's why I posted it - it benefits everyone if hosts are cohesive and united.  Some of the content in my listing and also some of the content of my house rules I gleaned and developed from reading the descriptions and house rules of other contributors on this form - I looked at the top contributor list, and also contributors that I thought had a similar approach to me, and I also looked at listings with a similar set up to me ( remote host, large house, up to 9 guests, possibility to self check in).  I studied how they managed things, described things and poached, adjusted, adapted and created to suit myself and my listing.  Some of the stuff you use form my listing I have possibly used from someone else's  I'm always tweaking and reading.  I was just reading a post by @Ladan1 about how she is going to describe her neighbourhood for example, which I thought was innovative and clever ( not applicable to my listing, but it was food for thought nonetheless)

  Personally, I've found the combination of self check in and no  noted security camera,  a sure fire recipe for guests doing the wrong thing and believing they can sneak extras in as well as other less desirable behaviour.  Even if I didn't' HAVE a security camera, I would say I do, as I believe it immediately discourages a certain type of guest.  I also have disabled self check in and selected instead that I will greet in person.  I cover myself by saying the the description, that sometimes I CAN'T greet in person - in which case there is a  keypad for self checkin.  Since I started doing this, I've very definitely got a different personality of guest.   

Happy New year to you also!