Guest said she was coming alone (1 guest) and now says there will be 8-10

[Duff0]

Hi. We're SuperHosts in an older house that can squeeze in 8 people.  We've accepted someone for next weekend who said she is 1 person - coming alone.  Now she tells us she's planning to have "about ten" people there, or eight people.  We would not have accepted that many.  We don't want that many in the house right now. What do we do now?  We don't want a bad review but this is a big problem for us.

[Lynette57]

Hi @Duff0,

I would just send her a message via ABB and tell her that your house is unsuitable for whatever she plans as it will not accommodate the number of people she wishes to bring, and then suggest to her that she could cancel the booking and look for a larger premise.

[Kath9]

@Duff0, I cant see your profile so I dont know what it says in terms of maximum occupancy. I would simply explain to her that you accepted her booking on the basis of 1 guest and cannot accommodate 8-10 people. Then ask her to cancel the booking or ask Airbnb to cancel on your behalf (don't cancel it yourself). 

[Mike1034]

@Duff0  It is obvious that the guest was planning for a party there with that many people. It is not a good sign. Take @Kath9 suggestion to have the booking canceled by Airbnb or as soon as possible. The guest will not be able to leave a review if the booking is canceled 24 hours before check-in date.

[Mark116]

@Duff0   I can't see your listing so I don't know what you have listed as the max number of guests...presumably it isn't 8.  So, tell the guest that the max number is X, and the property can't accommodate 8-10 people.  If  you have it listed for 8 people, then tell her 8 is the max, and have her adjust the reservation to reflect 8 people.  

[Pat271]

This happened to me once, although in my case the guest had just inadvertently put the wrong # of guests in the request.  It caught my eye, because I very rarely have one guest - my place can accommodate 6.  Before I accepted the request, I asked her if she really meant 1 person, and she quickly corrected the count.

I agree with others that at this point you should let her know you can’t accommodate her if her guest count exceeds your limits.

[Donna519]

HI Duff,

I have been confronted to the same issue before.

I contacted the guest and explain that I accepted this reservation only because of the number of guests stated and that I would not agree to any increase in number.

I also raise the case with Airbnb explaining what happened and that I could not accept the change in reservation.

The guest did not respond to me but Airbnb did - they probably contacted the guest themselves, in any case the booking got cancelled and my calendar free within 48h.

I suggest you do the same.

Obviously you do not want to cancel this booking yourself, damaging your super host numbers...

Happy Hosting

[Sarah977]

@Duff0  Not sure why we can't see your listing. It's always helpful when posting for advice to make sure you post under the profile the listing is under, that way other hosts can check out the listing info and make suggestions if we find that something is confusing or not stated. In this case it would be the number of guests you say you accommodate. If you don't want guests to be able to see your post, post in the "Host Circle" section of the forum, which only hosts have access to.

And of course I can't see if you also live in the home or on the property to know if this is an "Entire House" listing or not. If you live there, this guest likely didn't get that, thought she was booking an whole house. If that's the case, make sure to let her know you live in the home- that'll cause a guest who's planning a pàrty to cancel right away.

[Duff0]

Thanks for the great advice, everybody.

We've decided to accommodate the renter -- she says she's the mother of a bride for a wedding taking place near here that weekend, and she just didn't know how airbnb worked.  Wins our sympathy vote. We'll help her out.

[Sarah977]

@Duff0  Hope it works out well for you. Heads up- some hosts have had the exact same scenario only to find 30 people going in and out, parking all over the lawn, getting dressed, taking photos, hairdressers arriving to do the women's hair. Just let her know politely when she arrives that that won't be okay.

[Christine1]

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@Duff0 wrote:

Thanks for the great advice, everybody.

We've decided to accommodate the renter -- she says she's the mother of a bride for a wedding taking place near here that weekend, and she just didn't know how airbnb worked.  Wins our sympathy vote. We'll help her out.

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#Superhosts!

[Pete69]

In California (or at least Los Angeles) it's just plain against ordinances to have more than two adults per room, so that always cuts the conversation short. I once had a guest wanting to bring in extra friends with air mattresses. Was relieved once they cancelled.

[Christine1]

@Duff0 ,

One option would be to send an alteration request, the request will allow you to adjust the number of guests. set it for the maximum allowable or the maximum she has mentioned. You also should set the pricing appropriate to the circumstances.

By sending an alteration request, you will be demonstrating your reasonable intentions as a host, and the new terms and financial conditions may result in a cancellation by your guest. The new upgraded tariff may be a discouragement.

To support your preferred option, [that the guest cancel,] you can make clear any offer that you intend in regards to any refund. the better the refund offered, the more likely they are to alter their plans.

Additionally you may choose to give advance notice of your actions in regards to yourself or your caretaker/proxy,  being somewhat present at the property in order to ensure that the guests all have their needs met in regards to bedding, linen, toiletries and whatever other amenities you would normally offer. This presence will be a disincentive to misbehaviour, and a reassurance to you regarding the peace and safety of your property and neighbours. It will also allow you to meet and greet, and otherwise enhance the experience of your guests while building a favourable rapport and potentially facilitating a positive review. 

At the same time, I would consider contacting Airbnb support via the help centre links on your website, explain the problem and ask for their advice. If it is cancelled or altered with Airbnb support, you will receive advice regarding the most favourable way to manage things for your guests and yourself.

All the best for a positive outcome.

Please write back and let us know the choices that you made and the results. 

Best regards, Christine from Wombats Airbnb at Glenbrook.

P.S. I see that you have been working things out, and that is great. Sounds like there has been some good communication going on. Have you or your guest initiated an alteration request; and do you need assistance knowing how to send one to your guest? 

regards, C.