Say you rent out an entire unit where maximum 4 people is allowed. A guest tells you there will be 4 people but then security cameras caught 7 people.
You call Airbnb to guide you with the situation and they asure you they have Zero Tolerance to House Rules Violations.
Then you email your guest to remind that their booking is for 4 people and ask to make sure there are only 4 people in the house. Nothing changes.
Next day with a CX approval you send them a warning that every additional guest over maximum allowed will be charged $$ if they leave by 3pm that day, and $$$ after that. The guest silently chooses for all additional guests to stay.
Fast track through all the back and forth between you, the guest, CX#2 when it came to a Resolution Center, a Supervisor who aproved their "resolved and closed case" told me the following:
- they will apply only per extra person rate that you set in Pricing Sections even if the party exceeds an allowed maximum.
- if you have a flat rate for your unit then Airbnb will charge $0 per any additional guest over allowed maximum.
- if your listing and house rules explicitly say $$$ per person exceeding maximum they will still enforce only what you set for extra person in Pricing Section. (For instance, I put a "prohibitive rate" for over max guests because I don't want them at any price - nope, not gonna work).
- if you choose to terminate that rental you won’t be paid. (If guests violate your other rules and you choose to terminate their rental, the same is true - you won’t be paid out).
So basicaly, you are out of luck.
I'm stunned at how toothless Airbnb host protection system when it comes to guest abuses. If what she said was true (it runs against my experience in dealing with Resolution) then it's mindblowing how hypocritical Airbnb is telling they don't tolerate House rules violations. There is no mechanism to actualy make abusive guests face the consequense.
I will continue to bring this issue to a higher levels but I wonder if anyone else experienced similar approach from Airbnb. I must tell I have mostly good things to say about airbnb CX but this case make me think it was a shear luck.