How to deal with this situation?

[Karen177]

I have a man who booked one of our rooms that has three beds. The reservation was for him, his wife and his son. When he showed up he had his two daughters with him for a total of 5 people plus a dog. I told him that the reservation was for three people and that he could not have his dog because I have an older dog. He said he would take the dog and the extra kids to a family members house. The downstairs area where the room he booked also has another smaller bedroom and has a small living room area. I told him the smaller room was available for an additional charge and that if he wanted to use that room I would need to know. This morning I noticed that the daughters were sleeping on the floor in the small living room area and on the couch and had pulled out all of the extra blankets and pillows that are clean and stored in the closet. So now I have twice the laundry as I should have. They are here for one more night. I am unsure what I should say to them and almost feel like I should ask them to leave. Any suggestions?

[Mike77]

They have broken the house rules.  What happens when people break the rules?  Do you let them get away with it?  Or are there consequences?

I swear some people are like little children and need to be taught the rules of life.

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887

[Karen177]

Thank you, I feel the same, they have broken the rules

[Pavel7]

Well - you have in my opinion the following options:

1. Ask them to leave. per airbnb policies, you are allowed to do that and shouldn't have any negative effect on your listing. not sure if you get the money though
2. Negotiate extra payment
3. Open a resolution center issue

If it was me, I wouldn't have let them in at all before resolving the issue. If they're staying for one more night only, I would suggest you do #3 right away - in my opinion the only way you can a) get compensated and most importantly b) avoid negative guest review (as in, you can challenge it).

P.

[Karen177]

Thank you, your suggestions are very helpful

[Kiana1]

I would just deal with it since they are there but moving forward, be very thorough about how things run with guest.

[Karen177]

I agree and that is our plan moving forward. Thank you for taking the time to reply

[Kiana1]

I would just deal with it since they are there but moving forward, be very thorough about how things run with guest.

[Andrea9]

@Karen177

It's a bit late now for action.

In his review mention that he brought more people than booked plus a dog despite your no-pet clause.

For the future have Airbnb's direct contact no. on speed dial (as well as one or two hotels or motels in the area).

Also many guests mis-interpret on listings that 'Extra guests: no charge" means that they can bring the more the merrier.

I don't know why Airbnb isn't getting rid of that invitation for disaster.

What you could do is set a price for a single guest at the minimum you would take, and then have a setting for 5$ more for every guest after 1 guest. The booking system doesn\t allow for more than 2 in your room anyway, but it makes things clearer on the listing.

Add to your houserules:

Bringing more visitors to the property than booked and paid for or pets is grounds for immediate cancellation.

You can also after booking mention that there will be ID check upon checking in, and if you could please have all names in advance.

Next time someone appears at your door with inappropriate 'extras', you just say that this is really awkward but.... and ring up Airbnb to see what they can do to re-locate. Having all information on hand in that moment puts you in charge instead of leaving you flustered and a push-over for guests trying to pull one over on you.

[City-Limits-Ranch0]

The host did address the issue at check in.  The host told the guest 'no' on the dog and if the girls stay, use this bedroom and pay more.  The dog apparently left.  Probably when they took the dog to the family home along with the girls there was a problem with the girls staying there (either the children were upset or the family member in the home could not accommodate.)  Then the parents made the decision to put the girls on the couch/floor instead of talking again to the host.

Now the girls have stayed. If there is a per guest fee, charge it through the resolution center.  If extra guests are no charge unless they occupy the other bedroom, then hmm, the guest misunderstood and thought if not in bedroom no problem.

At this point, if it were me, I would assume the guest is trying to cope as best they can with  their family and that the situation is not malicious on their part.  I would say to them "I don't feel comfortable with your daughters sleeping in the living area.  You can rent this bedroom for them for tonight or have part of your family stay elsewhere.  The way AirBnb works is that each person staying here must be on the reservation.  The living area is a common area and not for sleeping."

If the guest is at all unpleasant about you setting limits, then they have to go.

Kerrin

[Karen177]

Thank you very much for your comments, they were most helpful.

[Sacha2]

At today i nevere give my apartments to guest that declare less person during the reservation. in past this happened many times. today is the same many gust try to send a request just for one person and after arrive in two person. you can look this because sometime their write at "plural" and not at singolar. and i ask: you are two or one? never give me a reaply!

nice day

sacha