I have recently had a guest book for 1 for the length of 1 week. He asked if he can have an additional guest, which I agreed to making him aware of the extra cost/night. I sent the request through the resolution center, and the guest played dumb saying they didn't see any request.
After waiting for the 72 hrs required I escalated the issue to Airbnb. I waited 18 days for a case manager to be assigned to my case. I missed the email by mistake, and when I finally saw it the case manager Jose was threatening to to close by case in 48 hrs if I did not respond. I sent them the Ring Video Recordings I have, showing the extra guest coming in on 2 nights. He then emails to say that " extra guest fee was not stipulated in your listing". I asked him to send me a record of where he is seeing this, because have it listed on my listing and if a guest books for 2 people they can see the increase in price per night. I asked him to call me immediately to get this resolved. He refused to provide me any evidence, hung up the phone on me and closed the case with no FAIR Resolution.
What kind of support is this for hosts? If the guest booked for 1 guest, and you are sharing video recordings of 2 people coming into your home, why would you not agree to have the guest pay?
hope you have better luck @Vin2