I have a bad feeling about a rule breaking guest.

[Shane153]

I made an exception on my feedback requirement for a guest on a 28-day stay beginning 12/22/18. As soon as the booking confirmed, his lies became more transparent. He initially indicated  it was just him and his wife but he soon revealed that he had an infant, which I am not set up for. Then he inquired about a pet, stating he had “overlooked” my pet policy in the listing. He stated he would board the dog and that was scheduled to be euthanized soon (not sure why he’d make that up), but I know it is now in the house and looks pretty healthy to me. Currently, there is a total of AT LEAST, four adults and three children in the house. His stories about where he previously was, his family, and his plans for after he leaves seem unlikely in hindsight and I’m growing concerned about when he’ll leave and what condition the house will be left in. When I confronted him about the dog and additional people, he of course had ”logical” explanations for both. He also issued a thinly veiled retaliatory complaint about roaches in the house. 

I don’t want to hit the nuclear button if I don’t have to.  I would, however, like to prepare for the worse to prevent damages from an overstay, additional cleaning, damage to the house/contents, and damage to my flawless review history.

Any suggestions for damage control at this point are appreciated. Thanks!

[Cathie19]

Hi @Shane153.

Just looking at your space, you are stating a maximum of 4 persons to use the property, and yes, your rules say no pets, no infants.

- you do not charge for extra adults, or extra children.

However, you actually offer bedding for more people, so you are sending very mixed messages.

2 x queen beds = 4

1 x single.   = 1

1 x couch common space = 1

So someone is immediately going to think, I can easily fit 6 people, and if we bring a portacot or air mattress, the kids can go on the floor....

Is this not a dilemma? So you are only thinking “max.” 4  but your listing contradicts you.

I’m afraid you need to decide to take a stand.

This is a long stay, not just a couple of days where you can grit your teeth, cross your fingers, then wave them off. They are there a month, using the power and water of the larger group. If providing the larger space and bedding, you then need to charge for extra people, within your documented listing.

I don’t charge extra for my 4 person space, but I don’t advertise my couch as a common space. But I’m also prepared to have an infant- so your marketing needs tidying, it really is misleading and casual. Have extra beds if you want, but don’t advertise them, or advertise them and charge more for the space, or more $ after the first two or four people.

Separate from anything else, this larger group will cost you money in the utilities they use. 

As you have not been firm with implementing your house rules and boundaries, you have unfortunately created the problem.

ALL conversations need to be through the Airbnb messages and I would be contacting Airbnb asking them to cancel the reservation, if the guests does not remove the extra people and animal. Your rules are specific, and he has broken them. Do not cancel yourself.

Thoughts:

1. Are you happy to wear the extra wear and tear and costs, if they paid extra? If yes, then you need to change your descriptors for the future, but that won’t help you now!

2. Contact the guest in writing stating the booking was for two adults only. If there is an infant belonging to them, depending on the age they can stay, but they are liable for any increased risk or damages. Then alter the reservation (no monetary gain) so it reflects the group as required by Airbnb. Explain that the guest had not communicated guests numbers correctly and the extra guests need to leave. The booking guest has been misleading in his discussion regarding the dog. You initially felt compassion for the dog in its last days, but your rules that specify no pets, still applies.

There really is a no win situation here....

Advertising extra beds, not listing extra charges, saying 4 person, but not a maximum of four is the problem.

[Shane153]

Thanks Cathie! Your advice on having Airbnb cancel the reservation is very helpful.

I still don’t see how my description sends mixed signals. I don’t want more than four people in my house under any circumstance, which is why I put the four limit in the listing with no option for paying extra for more people. It is important to me for guests to know that all four can sleep in separate beds if they choose and that there is a couch to rest on. I will certainly consider your input and be more explicit in my house rules.

Thanks again!