too many people staying

[Rach6]

we have a family just checked in, they booked for 4 adults and 2 toddlers.

however, when i turned up to give the keys there were 3 SUVs and about 10 adults and about 6 children.

i asked "who is staying?"

he said just 4 adults and the 2 babies (2 year olds).

they said one car wont be staying as they live near the city. however as we drove past today, all 3 cars are locked behind the gates.

we are new to air b n b this is our first month.

what can we do?

thanks in advance

Rach

[Stephanie365]

I would contact the guests via AirBNB messenger service and tell them that all non-registered guests need to leave at this time.  Tell them your insurance policy does not cover unregistered guests on your property. 

If you don't feel comfortable doing this, contact AirBNB and tell them there are unregistered guests staying on your property and ask THEM to contact the guests and have the unregistered people leave.  I assume you have checked off "No Parties or Events" allowed on your property?

Going forward, I would put this in your house rules: "Only registered guests are allowed on the property. Due to my insurance requirements, no unregistered guests are permitted at any time." 

[John1080]

@Rach6, how long are they staying? If they are leaving in a day or so, I would let this one go because if you say anything, they will most likely give a negative review. If it is a long time, I would do as @Stephanie365 suggests and contact Airbnb.

Most importantly, I would take this moment as a chance to make sure you beef up your listing with regards to policies about extra guests. Make it VERY clear in the listing, in your pre-approval message, your pre-arrival message and in the listing itself that no extra guests are allowed, neither short-term day guests nor overnight guests. 

Make sure all potential guests or IB guests understand and agree to this before they arrive. 

[Rach6]

Thanks, they are staying for 4 nights.

yes, all a big learning curb:) thanks for your advice!

rach

[Cormac0]

@John1080

I wonder what would happen if one of those people not listed as a guest had a life-changing injury while staying in your property, I'm completely confident that Airbnb would leave you whistling in the wind for support.

The decision one makes around these issues can have far-reaching effects not immediately obvious until a catastrophe happens, then all the wise sages come out of the woods telling you how foolish you were to let them stay.

Notify Airbnb do all you can to have them removed.

[John1080]

@Cormac0, you're right. @Rach6, if that was the last day of the reservation and they were leaving, I would let it go, even though this is indeed taking a risk. In the case where they have four days remaining, I would talk to them gently but be firm about the rules, referring back to Airbnb policies in the conversation, then contact Airbnb if they do not comply. 

[Rach6]

thankyou!

[Sue102]

This is very similar to an experience I had months ago. My condo ad clearly states maximum 4 people. Guests confirmed it is "self check-in" and then showed up about 4 hours early just as I was leaving the place, having made sure everything was spotless and inviting for them. 2 vehicles with 8 people total! 4 adults and 4 children. When I explained that I couldn't allow 8 guests, she wanted to pay me extra cash. I politely explained that she had to contact Airbnb and perhaps they could find her a place to accommodate all 8 guests. But Airbnb didn't back me at all. Long story short: they didn't stay, i wasn't paid, AirBnb found them another place, AND THE GUEST WROTE ME A NASTY REVIEW! I was always told that if the guest doesn't stay, they don't get to review. Although I'm very grateful they didn't stay at my condo, that I just happened to catch them trying to sneak in all 8 guests, I really felt left high and dry by AirBnb.