number of guests

[Cindy237]

Airbnb urgently need to revise their advertising of the number of guests per listing.  Visitors assume that a listing advertising 2/3/4 guests etc, are all included in the listed price. This results in endless headaches for hosts who charge additional per head fees, and the subsequent battle in getting guests to input the correct number of people.  It creates unnecessary hiccups before the reservation has even commenced.  What are your thoughts?

[Alex-and-Vaughan0]

My house rules include a statement that ALL guests - adults, children, infants, babies - must be counted and included in the booking request, and that infants and babies are NOT FREE. Airbnb take your house rules seriously, so it's important that the statement is in there. 

In my initial response to their booking request I ask the guest to confirm the number of guests (adults, children, infants, babies) and their names and ages. It's in writing and Airbnb SUpport can see it if things go wrong later.

As the check-in date approaches I message the guest and ask them to confirm the number of guests so I can prepare the correct number of beds and towels. This is often where an extra guest appears -- it will be somebody that's staying one or two nights out of the 5 day booking and depending on the alignment of the planets I may charge for an extra guest.

[Harold68]

This is good advise about getting the names and ages of ALL guests in the party at the time of the booking request. 

We do not feel host should bear the expense of hosting INFANTS for FREE! There are costs involved for each person in a booking: additional water use, gas to heat the water, electricity, etc.

Today we received the suggestion from Airbnb to charge for infants as additional guest. It needs to be stated in the Summary of your listing we were told.  So we have added it to our Summary.

Our listing is for an entire home, which is 3 bedrooms. We suggest that ALL United States host charge for INFANTS. 

[John1574]

@Cindy237   @Alex-and-Vaughan0 

This remains a major pet-peeve of mine too,

How difficult would it be for AirBnB to provide guidence in the form of a short FAQ on how to get an accurate quote when searching listings. And put it FRONt & CENTER.

They could simply stress how important it is to input the correct number of guests and the exact dates of travel.

I like how Alex & Vaughn pose the question about the number of bed linens and towels they need to provide. I may incorporate that technique.

I use saved messages quite a bit, a lot in fact: I find them invaluable. My check-in procedure consists of a series of saved messages sent prior to arrival with all the information a guest needs. One of them is
"Additional Guests", the others are:

* Outline of Self-check-in Procedure
* Early or Late Check-in / Check-out & Storage:
* Additional Guests
* Systems Information: AC / Stereo / Security:
* Local Color
* Extra Towels & Linens / Windows, Heat, Fans, & AC's
* Pets/Misc/Etc.
* Self-Check-In Details & Codes

Here is the text of my Additional Guests saved message.

Additional Guests

You booked Frazier House at a rate based upon the number of persons staying.

If you wish to add additional guests during your stay you will need to use the "Send Money" option located on the Inbox page of your AirBnB account just above the text box.

This option is available to either Guests or Hosts to send or receive additional money.

Our basic rate is $$$$, per night, for one person and an additional $$$, per night, per person for each additional guests up to a total of four persons.

You can send money through the AirBnB site or the host can request money through the site to pay for additional guests.

If guests do not use the "Send Money" option to pay for their additional guests we will send a "Request Money" message through AirBnB.

AirBnB is largely built upon trust, and we trust that our guests will be as honest in their dealings with us as we are with them.

Please acknowledge receipt when all messages have been received.

John

I'm not holding my breath waiting for AirBnB to fix this: I consider them generally inept in many facets of their business. Till they do be prepared to deal with this snafu USISNG a Standard Operating Procedure of your own devising.

[Katie-and-Matthew0]

We are new to this biz and found this post intriging because we were thinking that AirBNB needs to change the site to insure the customer knows they need to put in the number of people. We encountered it in the first weeks and lost a reserbvation because of a novice user (not really becuase they had been a member for a number of year) discovered it would be out of their price range. Then they could not figure out how to cancel, claimed a limtation in the iOS app (which is another subject).

People do try and get away with stuff. Our property manager will be able to tell how many people stayed at our place. It's not rocket science. People will still try, as we have already experienced with one marginal guest.

The Site really needs and overhaul as to usability and such, I very much agree.

[Catherine1084]

This is definately a hot button for us. So much in fact that I have started sending a reservation confirmation message to guests about 5 days out from their arrival stating the details of the reservation with emphasis on number of guests. I tell them that the reservation is for (X) number of people and per AIRBNB insurance requirements only the number of guests listed in the reservation will be allowed to stay. Check in will not be allowed until a change reservation request is completed on AIRBNB. This usually stops them in their tracks from trying to get over.

In doing it 5 days out, they are pretty committed at that point and at least in my area would never be able to find something else so they change it.

Its amazing that they think Hosts wont notice if they have 8 people try and stay but book for one, lol. Thats the differance of 100.00 a night more for my listing. "I WILL NOTICE"

[John1574]

@Catherine1084 @Cindy237 @Katie-and-Matthew0 

As I mentioned in my earlier post, I use pre-written messages and save them in the "Saved Messages" option.

Two of my most important, saved messages are "Early and Late check-in / Check-out & Bag Storage" and the other is

 "Extra  Guests" .

With two clicks of the mouse, I have put in my email chain of correspondence with the upcoming guest two sticky issues that oft cause problems if not addressed before the guest arrives.

They cannot play dumb and say, oh I didn't know that, when it's right in the email correspondence chain on the Airbnb website. And I ask for confirmation of receipt of said messages.

 To create and use, Saved Messages, Go to your inbox, at the bottom you will see a sentence that says "use a saved message"

 Click on that and you can create a saved message or edit the ones you already have created. Then when you need to use one of your "saved messages" you click on "use a saved message" and choose the message you wish to send.

I'm sorry, but if you are waiting on Airbnb to fix this problem for you, I believe you will be waiting in vain.

 Airbnb is an unreliable partner in so many ways and this is simply one of them: you must devise workarounds to negate their incompetence. Use the tools at your command. 

So sad. But very true.

[Susan608]

I constantly have a problem with guests booking for one and showing up with two people. It's a big hassle to fix. I charge extra per person over one and they are trying to pull one over on me. Is there anyone else experiencing this problem? Just this week it has happened twice and once last week.

[John1574]

@Susan608 

I use a series of "saved messages" to check in my guests. Copied below is one I use when I'm a little apprehensive about whether they're trying to pull one over on me with extra guests. I have another one titled "additional guests" that everyone receives as part of the  Standard check-in procedure.

 If I don't receive an adequate response I keep sending emails until they do respond or cancel.  I prefer uncommunicative bookers to cancel. My intent is to convey an aura of authority and control so that they know they're not going to be pulling any crapola over on me. 

 The one I title "additional guests" even lays out the fee structure for them. 

 I try to leave no wiggle room or any room for ambiguity .

You may be able to fashion one of your own That will be effective for your situation.

I find the "saved message" feature one of the most valuable features in booking people.

 This is a common problem for all hosts and each one of us must develop a technique that will work in circumventing this dishonest behavior. 

"Confirmation of Number of Guests

Dear Guest,

Thanks for booking the Frazier House.

I just want to confirm that you booked for one person and that only one person will be staying in the AirBnB.

If you wish to amend the number of people you can use the "Change or Cancel" feature on the left of the Inbox page or the "Send Money" feature.

Above all we value honesty and good communication skills in guests.

Please confirm the number of guests who will be staying in the AirBnB.

Thanks,

John"

[Susan608]

Thank you,  John. It's short and to the  point.Only they have to cancel else you are  fined and superhost status, ect..

[Lilly28]

@John1574 

Please, I need help - if I want infants to be charged as an additional person - where do I have to write this?

I have the price per one person only - and very often guests are booking for just one guest with a message - We will probably be there at...6 or 2 o.clock... So I have to ask - you booked for one, but are saying WE will be arriving... - so is it one guest arriving as you booked or you are 2 or more... Last year it was possible to change the number of guests automatically - just going to the reservation - and click - add additional payment for another guest, now I have to send them request to pay an additional amount - and the guest have to agree! But if he does not?...

Just now I have a booking from a family with a baby and a child. They stayed a week ago, paying for 3 guests, booked again - but now it is for 2 adults and 2 INFANTS!!! So payment is just for 2! And they arrived at 1.30 a.m. - and did not pay me the required amount of 5$ for each hour delay after 11.00 p.m. AND - THEY ARE HOSTS!!! I closed my eyes for not paying me for the delay - but I wonder what do I have to do with their second booking??? They have told me the child is 2 years old, although I think it is 3 or even 3 and a half. And they promised to write me a review for their first stay - but did not! Now if I am going to ask to pay me for the child - I am sure they will be angry and write me just one revenge review...  I have a toddlers bed and a cot for babies - and three times I had guests with 3 children, well two of them babies... It is a great burden to prepare the flat for children - why this must be for FREE???

[Mike1034]

@Lilly28 Isn’t a baby counted as one guest? I think that a baby should be counted as a guest. A baby could make more mess than an adult. More cleaning and other preparation work are needed. 

[John1574]

@Lilly28 

 I think you can put it in your house rules that you charge for every person that stays at your Airbnb including infants.  I think Airbnb tries to encourage hosts to not charge for infants but I think it's a choice that hosts can make for themselves and they can put it into their house rules.

 Once again,  I encourage hosts to use a saved message that is titled "confirmation of number of people staying in the Airbnb."

 I noticed that Airbnb moved, on the inbox page, the options for send money or change reservation  from the top above the text box to the left side down below the reservation details. 

 You should use the customer service chat feature to get a screenshot of what the response is about their policy of charging or not charging for infants.  And describe to them what your current guests are trying to pull. Again, screenshot their response.

I will say it again and again: hosts must take control of their business and exude and exert authority and not allow guests to run roughshod over their busines.

It is a business and must be run in a businesslike manner.  Does the gas company, the phone companies, the utilities, the banks allow their customers to run roughshod over their policies?

No.

And neither should you.