Guest declines change request but refuses to cancel

[Ronen4]

Hi,

This never happened to us and we are not sure what to do about it.

A guest made a reservation for 1 person though they are family of 5.

We asked him to change the reservation and he said he doesn't know how to do it.

So, I approved his reservation and created a change request.

He declined the change claiming that he did know that extra guests will increase the price.

So, I wrote him that it is fine but asked him to cancel the reservation and get full refund. We got no respond from him till now.

What can we do? If we cancel the reservation ourselves we will panelized, right?

Thanks,

Ronen

[Gerry-And-Rashid0]

@Ronen4

Whatever you do, do not cancel.

Email your guest and tell him that he must either cancel or contact AirBnB to arrange the cancellation as you will not be giving access to the property for the dates booked, and he will end up paying the entire fee. Sympathise with the guest, but at the same time make it clear that there is a drop down menu which asks the guest to choose the number of people.

If you get an email from AirBnB asking you to agree to the cancellation, then be very cautious - decline it, as otherwise AirBnB treat it as a cancellation from you. A bit sneaky the way it is worded and many experieneced hosts have been caught out by this trick.

[Fred13]

Remember, you aproved 1 and he is insisting/arriving with 5, so that is why you should contact Airbnb and straighten it out before he arrives. In my book, anyone that tries this hustle I won't want as a guest; who books 1 person but is insisting in bringing 5, really?

I had somewhat a similar guest, the guest booked from the 24th-28th and to him it meant staying 5 days, not 4; he was livid and threaten to write a scathing review as revenge, I told him he does so I will make him look like a fool. He wrote an insane 3-page rant in BACK of the guest book, which I discovered in time to rip the pages out and stuffed it into his suitcase. 😉

[Jessica-and-Henry0]

@Ronen4

I would just make sure all of this is clearly documented on Airbnb messenger and make is very clear that he was warned that if he brings or tries to sneak in extra guests he will be be asked to leave immediately and you will not refund anything. And continue to send the change request. Every time he declines, send the message again along with another change request. 

Whatever you do, please don't cancel!!! 

[Marit-Anne0]

@Ronen4

If you do not get anywhere with your messages to this guest, I would contact airbnb for assistance in cancelling penalty free. Personally, I would not be comfortable with such a guest.  

[Ronen4]

I agree. He says that it is the first time that he was asked to pay based on number of guests as usually he reserve a complete house or appartement.

We, however, are changing the arrangement of our studio based on number of guests.

[Ronen4]

Thanks all the responders. You were very helpful.

At the end we were able to straiten things with the guest. It appears that he had to consult with his spouse and he accepted the  change to the reservation.

We learnt that it is very important to provide information on the implications of modifying the number of guests.

[Andrew776]

I'm experiencing the same problem; guest inputed the wrong number of people to a pre-approved reservation, and won't accept the correct one, and won't cancel. They seem to think it's my fault for not catching it earlier. Can airbnb resolve this?

[Matthew285]

@Anonymous, one thing some hosts do is this:

They tell the guest: if your reservation is for 3 people, then only 3 people will be allowed into the property. Anyone else will considered trespassing and will be removed.

If the guest wants to bring more, then they must change the reservation.

Otherwise, at check-in, any guests over the stated amount will be removed.

Then do it.