an enquiry from guest who has requested for 5 people to stay when the flat only caters for 4

[Graham165]

A guest has requested a stay for 4 adults and a child but the place only accomodates 4 as clearly advertised. I have responded advising them of this but Airbnb still shows as a confirmed booking. How do I ensure this is not confirmed without penalty to me.

[Paul1255 · Accepted solution]

@Graham165 did the guests make a "request to book" or did they book instantly?

I'm a little confused as your title mentions an enquiry, then you mention a request and also say you have a confirmed booking 🙂

If they have instant booked, then you can call Airbnb support and have them cancel the booking on your behalf- never cancel a booking yourself without consulting Airbnb as you'll be liable to penalties.

Best wishes

Paul.

[Graham165]

Thanks Paul

I was confused too as the first response from Airbnb was to confirm the booking when it was the initial contact from the guest.

I have been in touch with the persons relative in Derby who has said he will cancel the booking himself if they cant reduce the guest numbers. They were Brazilian and couldnt speak English.

[Cathie19]

@Graham165. What @Paul1255 said!

(I’m also confused whether this was an enquiry, a request or an instant booking, so feel I cannot offer any extra information)

[Graham165]

I think the first response from Airbnb was to confirm the booking, so that sounds like it was an instant booking. I thought that could only happen if the request was within my parameters. Thanks for the info.

[Helen3]

If you actually had a confirmed booking @Graham165 rather than a request to book, then you need to call Airbnb and ask them to cancel as the numbers booking exceed the maximum for your listing.

Although I have to say I am confused as to how five people can book when you have set a maximum of four for the listing 🙂

[Graham165]

Thanks for that Helen. I thought the same too.

Graham

[Graham165]

Thanks for the tip.

[Ange2]

@Graham165   Is the child under 2 years old, if so Airbnb do not count them as a guest.  This listing (see screenshot) states 2 guests maximum and yet I can add up to 5 'infants' because they are not counted as guests.  I say as you do:  "Not safe or suitable for infants (under 2 years)"  but I still get people booking with 'infants'. Call the guest and find out how old the child is (probably under two if not counted as a guest), draw their attention to your rule and ask them to cancel.  Note: Do not cancel it yourself - there are up to 6 penalties  and dates blocked if you do. Do not click 'yes' if you get an email asking if you want to cancel - same penalties apply. Only do it by calling Airbnb and state violation of rules.

[Graham165]

Thanks for the response and advice.

[Cindy78]

OK I just had the same problem, I'm a Superhost and I just added a new listing and left Instant Book on (should have known better)  My new unit sleeps 4 in 3 beds a Queen and 2 singles, and I had not suitable for children under 2 checked.  I got a booking for 2 adults and 3 kids and I cancelled it because it didn't fit my requirements.  Now my first review is that I cancelled and my calendar blocked. It should have never been accepted in the first place.  how do I get that resolved??