Guest has 2 people booked at his end but only one at my end?

[Niel3]

Just took a booking from someone arriving today in one of my double rooms for 1 person/1 night. In their into message they mentioned "we". As I charge a little extra for additional people I sent my usual confirmation message "Thanks for booking for 1 person for 1 night" etc as this usually heads off accidental mis-bookings of the number of people.

However he replied saying that he had booked for 2 people and send me a screenshot of his booking confirmation which clearly showed 2 people were booked at his end, he is from outside the UK and his booking was not made on the UK AirBNB website judging by the language in the screenshot. At my end I have one person in my confirmation and that's how much he has been charged for/I have been paid for.

As it's only £10 and they are from a non-English speaking country, I am not going to argue and have any bad feelings between us when they arrive & will let it go but has anyone else come across this? I am wondering if it is some sort of communication issue between the AirBNB sites from different countries.

[Cathie19]

Hi @Niel3. 

Whether  the guest has two persons listed or not, the charge for two doesn’t appear at your end, or on the details visible for your Airbnb.

Let the guest know that to correct the information from your end and Airbnb UK, that you are required under the terms of service, to make sure the information is correct for both parties.

Send him a change of number of guest’s reservation from one person to two people? He cannot argue with this..........

Whether you choose to add the second person’s fee or not is your business, but it is your entitlement. If you choose not to, you still must have the accurate number of guests on your booking.

If you do not want to cause waves, if the amount automatically increases, you can send a special offer, or after they leave a refund for the difference. BUT get the second guest onto your books in case they cause problems!

🙂

Cathie

[Niel3]

In all my bookings it has always stated either one or two people and the charge has been appropriate.

In this case the room is £35 for single occupancy or £45 for two & at my end the charge is showing as 1 person and £35 (equivalent after fees). On the screenshot of the confirmation the guest sent me it is showing 2 guests and £35, on this basis he refused to pay the extra when I sent the amendment and I told him I did not want to cause bad feeling over £10 (at the end of the day as far as I am concerned it only means having to launder 2 additional towels).

Like I said I am not really fussed for the sake of £10 on a single night booking but was just curious if anyone else had come across this when getting bookings between multi-country AirBNB websites.

TBH I don't see much point in forcing the issue to get the amount of people correct in the booking in case the are a problem guest (nothing to suggest they will be) as I tend to operate on the assumption that I won't get any backup from AirBNB for any kind of issue anyway & would have to deal with problems myself.

[Jeff158]

@Niel3 I would not be surprised if they altered the figures before sending a screen shot, like you say for £10 its not worth the bother, just anoying that they might have pulled a fast one

[Linda108]

@Niel3  It seems you are seeking reaction from the host community as to whether or not this difference between your confirmation of the reservation and the guest confirmation is a common system error.  Perhaps in your case, speaking with Air BNB about the issue would be more efficient.  If the guest is seeking two guest booking, then Air BNB can see that and correct the difference in one call.  Make sense?