How to deal with extra guests?

Answered!
Deborah0
Level 10
California, United States

How to deal with extra guests?

A host (call him Mark) recently described a problem, that seems to me to be an exceptionally common problem which hosts bring to the host communities to ask about.   Mark said that the guest booked 4 people, but that 6 people actually arrived.  He thought at first that only 4 guests would stay, as this had been the arrangement and what they paid for (and he doesn't allow more than 4 to stay at his home -- which is an entire house listing).  However, the next day when he went by the house to see the guests off and check them out, he saw all 6 people inside, and as they left, he saw that they were all carrying luggage, so it was clear they had all stayed there. 

 

Do you have any advice for Mark?

1 Best Answer
Quincy
Community Manager
Community Manager
London, United Kingdom

Hi everyone,

 

Please note that this content has been archived.

 

You can still access if if you have the link but it won't appear when you search on the Community Center.

 

Please take a look at our Help Center article on "When guests want to bring more people" for more information. 

 

To ask a new question just click below:

 

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Thanks

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236 Replies 236
Victoria567
Level 10
Scotland, United Kingdom

Hellon@Levan

Value is very subjective.

It depends on the guests personal standards in life.

The more entitled ones are never satisfied and then we have the cheapskate who knows the price of everything and the value of nothing.

 

 

We also are new to hosting and have discovered the same behavior. The two young adults that snuck a third person in gave us a lower value rating. My newest behavior is the request to park a camper in the Cottage parking lot with two extra guests and a dog which we don

 allow. We made an exception and allowed with an adjusted payment which they accepted. They turned out to be very gracious and neat people, but, we are learning to request names and to say no. All in all, so far it has been a great experience.

Sarah977
Level 10
Sayulita, Mexico

@Levan3   Do not give in to the "good review in exchange for special treatment" game. Continue to charge for the extra guests. A 4* value rating is fine and won't affect your standing on Airbnb. And, like you said, you have a bunch of 5* as well.  It won't prevent you from getting more bookings.

Victoria567
Level 10
Scotland, United Kingdom

I think you can resolve, the problem of extra guests is to state MAXIMUM number of 2 guests per bedroom 1; MAXIMUM number of 2 guests for  bedroom 2 , MAXIMUM number of 2 guests for bedroom 3; and finally do the mental arithmetic for these numpties by stating MAXIMUM number of guests for this property is 6 guests in total.

 

You need to be crystal clear with your description......you don’t want a street party in your property? As that is what will happen if you are not more careful and spell it out for some people, who seem to be terribly thick ( when it suits them)

 

Grzegorz8
Level 2
Lodz, Poland

Write always the right opinions and read them carefully. It's the only way to get rid of this problem I think.

Has happened with me once, in my case I had even mentioned extra charge for extra guest. but they managed to sneak two fellas, should have been extra careful while letting them in. Also narration of rules are a must, sit then down for two mins, and tell them everything in detail about the DOS and don't ,  tell them about everything, so later they won't have a chance to write a wrong review about you

Michael2404
Level 1
Albany, NY

I had two show up trying to delay check in as long as possible to try and force me to leave the keys and get going. They were rude, and only booked one guest and  looked underage but Air B&B said they were of age which I don't be leave. Based on there phone calls to local friend I determined that they were kids from my area only doing this to have a place to party. To actually have a party with more than just the two that had arrived. I would not let the extra guest stay so both guests left and it was outside the cancel period and they did not get refund. But I was afraid to write a review for fear that they would return the fire with false information and being upset about no refund. There profile was nothing which should have flagged it for me to deny. But I don't want to do that either because my stats. I suspect the same with other host had this experience and chose not to write review for same reason. 

Hi, I just want to add to this conversation that after being a Super Host I experienced a similar case, 4 guest booked for our apartment which is the maximum permitted by the Condominium Administration and its written on our house rules on Airbnb.
After the 4 guest did the check-in and the Host left, they had 3 more members hidden in the car and they stayed in the condominium by the whole stay,  a total of 7 guests. They were recorded all the time by the security cameras of the complex, we tried to contact the leader of the group by Airbnb but he didn't answered our messages.
What we did was a claim for more money to the guest by airbnb and he didn't answered.
So thanks god Airbnb its a very complete plataform so after 72 hours we involved Airbnb Staff to help us and we attach the pictures of our surveillance cameras to support our claim.
So our case was handled by Yany Airbnb Manager and in a few hours we receive the next message:
This truly saddens me as we want you to have a smooth-sailing reservation as much as possible.

Being your Case Manager, I want to make sure that you are well assisted. In line to this, I´d like to inform you that our claim has been processed and to be transferred to your default payout method.

As I checked, estimated arrival is on November 15, 2018. You can also monitor this on your Transaction history.

I'am truly sorry again on what happened. While this is an isolated case in the platform, I will make sure something is done on the other end, as we also expect our guest to follow your house rules.

Thank you so much for your time and effort, Diego & Angelika. I hope I was able to resolve your concern to your satisfaction. If you have further concern please let me know, it will be my utmost pleasure to make sure that I will be able to address your concern. I will be closing the ticket for the meantime but you may still respond to my messages for the next 24 hrs before it closes. In the event that you need immediate assistance, please call us at 1-415-800-5959 and one of our specialists will be more than happy to take care of you. Also, you may check www.airbnb.com/help.

Thank you so much for being the part of Airbnb, and we’re looking forward assisting you again.

Sincerely,

Yani
I hope my story may help others within our Airbnb Community and at the same time say thank you very much to Airbnb for their support

 

Heather587
Level 1
Dumaguete, Philippines

I am a co-host in a property with a maximum capacity of 10 in Airbnb. From time to time, we would get bookings with more guests staying than the number of people booked. Our listing has a fixed charge for guests after 4 which is automatically charged and settled if they just enter their correct number of booking. The whole house itself is rented out regardless of how may guests there will be, but we prepare beds based on the headcount (6 guests booked, 6 beds). If they arrive with more guests than booked, we tell them about the extra charge and show them the listing, particularly the additional charge section with the rate. Some guests settle the payment by cash, and some in Airbnb by altering the headcount. To settle this with guests, we make sure to send them a message in Airbnb so there is proof in case the issue would need the help of Airbnb resolution center (which have been always helpful). If some guests refuse, we send a message to Airbnb and report. That's the best way, I'd say. If everything is transparent in your listing, there's no reason why Airbnb would not help you if you dispute. 

 

And @Glenda0,  it's easy to say that as a guest. If you're a host, there's the possibility of complaints because there's not enough towels, linens and other things when they arrive more than the number expected. If the place has a big capacity and still more guests arrive than expected, usage is bigger than expected too. That's why Airbnb gave hosts the option to put on additional charge and if they have that on their listing, then why not use that right to charge what guests are supposed to pay? You say it's greedy, it's not greed. It's business, a kind of business where we make guests happy as long as they abide by the rules and pay right too. 🙂

Ray180
Level 2
Philadelphia, PA

Hello All, 

I am a new host. I just welcomed my first guests within the past hour or so. They are a friendly bunch, but they are 1 more person than what was booked (3 adults were booked, 4 adults arrived). They have travelled from Miami, Fla. to Philadelphia, Pa. I met them at the door. I did not say anything about the extra person nor did they. As this is my first actual booking, I am reluctant to give a bad review or even make any issue of it unless it creates a problem. They are only staying tonight and tomorrow night so I don't know yet. As a host, I have no reviews yet. I have one review as a guest. I think I will just have to eat it on this one and try some of the ideas on this thread to avoid this happening in the future. I also may consider using the "Send or Request Money" button as per Michelle's suggestion. Any additional feedback is appreciated.  

Put the need to register every guest in your information on ypur airbnb site.  Tell the potential guests that Airbnb requires the exact number for insurance purposes.  Also you can require that every person sign in one a regisyer that you maintain in your house rules.

King13
Level 2
Atlanta, GA

My first Guest did this. Neither Host nor Guest can edit a reservation in progress, or if they show up with extra people on the day of. You can try to call Customer Service, but will likely end up on hold or unable to speak with anyone who can do anything (because these scammers check-in after business hours). So I just raised the rental rates for my house. Everyone will now pay the max rate no matter how many people they bring. 

 

Until AirBnB addresses this issue, a few bad apples will just raise prices for everyone else.  

Lauren553
Level 1
Colchester, CT

Well, reading this thread gave me major major anxiety about booking through Airbnb. I have never considered how hostile the guest policy makes people, and am confused why it's only really referred to as "sneaking in extra people." I've never considered it that way and am shocked that it seems many hosts restrict ANY kind of access to the property outside of those booking and am looking for clarification.

 

A friend of mine and I are looking to book an entire house for 31 days this summer. When I think about a longer stay like that, in my mind it's almost like I am renting the house. Only my friend and I will be staying in the home for the entirety of the booking, and we do want our own rooms, but I have a sister who wants to come to visit for a weekend, and my friend has a brother that maybe wants to come to visit. I figured that I'm renting the whole place, and only two of us are staying there the entire time (so I would put 2 guests), and our family doesn't yet know if or when they will visit, how do you charge for that? The apartment/house is in another country, so I really am not looking to piss off a host and be stranded in a foreign country with nowhere to go. 

 

The listing has no specification on extra people, and also it seems rather extreme to not allow extra guests to come over at all. Am I supposed to just not have anyone in the house for an entire month even though I booked the whole place? I'm definitely not someone that's into partying or drinking or smoking at all, but I do want to experience this city as if I were living there. I'm sorry if this message comes across as snobby, I'm just really confused and anxious and don't know what to do. Should I be messaging the host and asking if it's okay to have people over, even though I don't know the exact dates? 

 

Also, do hosts have to clean the property? We're gonna be there so long and it seems rather excessive to me and my friend to have someone else clean up after us when we're perfectly capable and willing to do it ourselves (even if they leave the cleaning charge, that's not my concern). I'm sure many people will feel as though I'm completely wrong and that's okay, but I'd rather know now than later because the thought of someone being angry over me having guests I've invited for an afternoon, or weekend in a house that I've booked has not even crossed my mind until tonight.

 

Sorry for my long and potentially incoherent ramble, I can try to clarify what I mean in the replies! I'm a young woman that has never used Airbnb before and this trip has been super stressful to plan on a student's budget (lol). Thanks for any advice!

 

@Lauren553   It's not incoherent at all, and I think it's great that you're asking for clarification. To me, as a host, it's something that would be decided on a case by case basis, although I know a lot of hosts simply don't allow anyone who's not a registered guest to be on the property. The problem is that a lot of guests just aren't responsible people- they may have friends over, the friend damages something in the place and then the booking guest doesn't want to accept responsibility for it. Also, there's a vast difference in what different people consider to be a party. A few friends sitting around sharing a bottle of wine, with some soft music playing in the background, and just having good conversation is way different from 20 drunken revelers disturbing the neighbors and making a huge mess. But guests are strangers to hosts, so we can't know what someone plans to do with their friends, whether they're mature and responsible, etc, whether they're telling the truth or trying to make something sound non-threatening, when in fact it could escalate into a bad scene. Therefore many hosts just err on the side of caution, rather than having a nasty surprise.

 

And it isn't like renting a place on a long term lease- when you actually rent a place, the landlord will normally ask for references- from past landlords, employers, ask for employment history, amybe do a criminal record check. Then they choose a tenant who seems like they'll be a good one. And you often will have a security deposit held by the landlord, perhaps have to pay first and last menth's rent in advance. So it's not at all the same- Airbnb hosts don't have these levels of security.

 

Also, you need to understand that hosts base their prices on a number of factors- most try to make it affordable, and need to factor in all the things they provide. When you have more people staying, obviously they're going to be using toilet paper, taking hot showers,  using the soap and shampoo and creating more laundry as far as bedding and towels go. So that costs the host more- costs that weren't factored into the original reservation.

 

I know that in many countries, hosts are actually required by the government to have valid ID from all people who are going to be in the home, and no one can be in the house that isn't a registered guest. So in those places, it's not even the host's call- it's a requirement they can get shut down over if they don't follow the rules.

 

So as far as any of your family or friends coming to visit or stay in a place you book, the best way to handle it is to just message the host, explain the situation, and see if they'd be amenable to it. Since you're not even sure when and if your family members or friends would show up, the host, if they agree, can amend your booking at the point when your family will be there to include them for those days they'll be there and charge accordingly.

As for cleaning- most hosts expect guests to keep the place basically clean and tidy and to clean up their own messes, but the host deals with heavy duty cleaning. On a long term reservation, there is variation in how hosts handle it- some may want to come in once a week to change out sheets and towels, and do a vacuum and general clean-up, some may just have the guests do themselves. Most hosts seem to prefer to handle the laundry themselves, as guests will just throw something in the washer in hot water that may have something on it that will stain if not pre-treated. It's also important as a guest for you to know that you should always let a host know if something has been damaged, so they have an opportunity to deal with before it's too late. For instance, it's not uncommon for women to get some blood on the sheets when they have their periods. While it may be embarrassing to the guest to mention it, guests should overcome that embarrassment and let the host know ASAP so they can deal with it in whatever way they choose, rather than just letting the blood dry on it so it never comes out, meaning you'll be asked to pay for new sheets, or trying to deal with it yourself in an inappropriate way, like pouring bleach on it, thereby maybe ruining it and getting bleach stains on other stuff in the process. Guests have been charged for damages that simply resulted from them trying to remedy something themselves and making it worse, rather than respectfully notifying the host. Even if you accidentally wreck a towel or something, a host is far more likely to just chalk it up to normal wear and tear if you're forthcoming about it. What makes hosts mad is when guests try to hide the damage, or don't bother to mention it.

 

I will say, as a new, first time Airbnber with no reviews, as well as being young, you may have a difficult time getting a host to agree to having visitors or extra guests, but you can certainly give it a try. Message back and forth with the host before committing to book a place to make sure it will work for both you and them.

But do be honest with the host about everything- you seem like a nice, responsible person and I can certainly sympathize with wanting to live like a local and have a few people over at some point.

A guest did this with me and it worked out fine. She asked very nicely if her daughter (an adult) could spend one night on the sofa as her hotel reservation didn't start until the next day. I corresponded with them about the purpose of the visit (they were attending a cousin's wedding in town) and I let them do it with no extra fee because they sounded like responsible adults who would not take advantage. They left the place as they found it, and I appreciated that they asked instead of sneaking her in.