extra guest

[Nino128]

Hello
I have a question/problem about guest : The guest extended his stay with his family for 8 nights more - 2 adult and 3 children. Problem is, that he didn't mention 3rd children at booking period- He registered only 2 adult and 2 children, but  they're continue still using extra bed.
What should I do to change fiction numbers of guests to real numbers? As you understand extra bed has its own price and it's not few for 8 nights. I'm loosing that amounts, for nothing.
I would like to be polite with customer, but don't want to be deceived.
Please, help me to solve that problem. Thanks in advance. 
Nino

[Deb71]

 Hi Nino

i have the same problem time after time. I am tired of the guests booking for one person and sneaking in extra people. As I write there is a guest who has a "friend" just visiting - after 11.30 pm.

i am considering giving  this guest only one star for following house rules/ communication. I hate being lied to and taken advantage of - basically it is theft.

Spoke to Airbnb today and they claim the app will automatically only book for one unless the guest deletes one and adds the correct number.

When I raise the subject with guests they often become offended and some have cancelled their booking.

if  a host was to cancel the booking they would be penalised, so maybe more hosts need to use the star rating system to indicate to other prospective hosts that the guest in question has been less than honest.

i actually prefer not to have dishonest guests so look at prospective guests ratings

i hope Airbnb will fix the app

[Nino128]

Thank you Deb for sharing your experience. 

[Linda108]

@Nino128  Perhaps it is how you approach a guest about a discrepancy between booking information and the actual situation.  I think it is better to assume it is an error then to get yourself into a mind set that the guest is trying to "get away with something".  I am aware that some guests do try to get something for nothing, but rather than approaching the guest from that perspective, I am more successful with approaching the guest with respect with a message like, "Hello, X, I have just noticed a discrepancy between your reservation guest count and the actual count. Reservation reflects 2 adults and 2 children, not the 3 children actually present.  I would imagine it is some sort of system glitch or error, right?  Please assist me in correcting this error.  I will be sending you a reservation correction for the third child.  Please accept the change and Air BNB will correct by adding $X per day for 8 days.  Thank you so much for your help.  Hope you are enjoying your holiday!"

As a former psychotherapist who had to confront people all the time, I learned to find ways to minimize the defensiveness with a respectful approach.   Just a thought.

[Nino128]

Thank you linda for your advice. I'll take it into consideration that.

I would like to think like that, but this person tryied first time to book just for one person and I mentioned it and ask to correct  the "technical"mistake and he did, he canceled previous booking and made another, but still wasn't honest - 2 adult and 2 children - I mentioned it later, unfortunately.

Thank Linda for answer. It was helpful and I'll try one more time to talk to this person.

[Helen3]

You need to raise a request through the resolution centre and speak to Airbnb to add the extra child to the booking. @Nino128 

Confirm with the guest you have sent through a request to cover the fee for the extra child for the duration of their stay and that they will need to accept the charge in order to be able to extend the booking.