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?

231 Replies

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
New York, United States
Level 1

It’s so sad! 

 

They booked for 6 ppl and 12 PEOPLE CAME. RIDICULOUS. Airbnb then has the audacity to tell me that I need proof? Sure, I have my neighbor and a restaurant manager downstairs who were more than willing to sign papers with a notary but it doesn’t seem to be sufficient enough. Mind you, THEY WERE MY FIRST GUESTS EVER. 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Palm Springs, CA
Level 2

I'm sorry this happend to you, I can't imagine how you feel. Don't quit in your first bad experience, just be more alert and do not approve to any guests just because they request it, you need to do your own filter. You can start talking and asking questions, before approve booking, you are entitle as a host to do that, it is your place and you have the right to rent it to whoever you want or not.

First time bad experience, but I'm sure that this experience helps to make you a better host and have a better filter in the future. Good luck!

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Palm Springs, CA
Level 2

I have been hosting for a year and a half now, and I realized that COMMUNICATION and HONESTY is very important in the Airbnb community to make sure host meet guests expectations and viceversa.

 

I think there is a way to reduce the risk of having more people booking is you make aware the guests about the consequences ahead of time.

 

First, I make sure I filled out all the neccesary questions I need from guests in the "Guest Requirement seccion" before booking and also filled out the "Additional Rules" seccion with a "fine print" about additional fees and consequences that may applied to them after booking.

My "fine print" specifies that if more guests are sayting in the house without being included in the booking, double guests fee will be charged. Same warning for bringing pets without notification, and for early check-in and late check-out to cover for each additional hour to pay for utilities.

 

I started doing this because a lot of guests started to ask me frequently to check in at noon while check-in time is at 4pm... who was paying for AC? ME! so, for that reason I also include that fee.

 

In addition, this "fine print" is included in the "House rules" seccion. Something that the guests will get by e-mail before check-in, so they are notified again in case they forgot,

My "house rules" is LONG! but it is worth it all the clarification and bookings keep flowing!

 

It has worked out very well for me. And so far all guests pay for any additional service because they are aware before booking.

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Palm Springs, CA
Level 2

Also make sure you install cameras, specially if you are not around when guests check-in. RING works for me and security cameras in the front and backyard.

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Caseyville, IL
Level 2

I just had this happen to me.  Guest told Airbnb that I agreed to wave the fee which I did not.  Still in limbo to what I should do.  All I want is for people to have integrity.  I told my spouse that if the guest was honest and stepped up and covered the cost that I would send the guest a refund greater that the additional charges.  So if the guest paid 100.00 I would give a 175.00 refund.  Too bad the guest indicated they were not going to pay......  now I have to give the guest a bad review due to character when everything else went well. 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
San Lucas, Mexico
Level 3

Always communicate important items (like money) with guests via Airbnb messages/email so that you have proof of agreements.  Have a papertrail.

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Mills River, NC
Level 2

I am an Airbnb host and I have had extra people to come and I always charge the extra $10 per night per guest up to maximum of four people. now I have a problem that they brought an extra person which would be 5 people instead of 4 I'm pretty mad about it I will be contacted Airbnb because in my rules and house rules listed in the Airbnb section says if you show up with more guests than the maximum 4  before you can be charged up to $150 for that person or reservation be canceled immediately.  so I'm going to go all the way with it hoping that this maybe we'll put a stop to all those dishonest people out there that want to cheat their host. We have outdoor surveillance and highly suggest everyone have it. Have downloaded the videos for my proof to airbnb. Hope to resolve this quickly. We did not approach the guests because did not want a confrontation. We are letting the resolution center solve it for us.  As far as a bad review is concerned she has already messaged us thru the site what a wonderful place it is. And when she checked out said this again. Hope we can resolve the issue. 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Salt Lake City, UT
Level 2

Hi Debra,

 

I had a guest book for 4 people but had 5 the entire time.  My rules state $25 per night per guest over 4.   It also states $100 fine plus the cost of the extra guest for bringing unbooked guests.   I had  8 clips on my Ring device of 5 people in a row leaving and returning in the same clip.   One showed them coming home at 2 am and leaving together at 9 am the next morning.    

 

The guest lied stating it was a cousin in town that didn't spend the night.  Here is what I received from Airbnb:   "Right now we have clips of 5 guests coming and going but there is no 'behind the scenes', the extra guest could have left after the clip cuts off, which is what the guest says happened. After reviewing each side of the story and watching all of the clips, we are able to see instances true to Adam's side of things, as well as that the extra guest could have stayed over.

In order for me to completely validate your claim I would need undeniable evidence that the 5th guest stayed overnight."

 

They're basically saying that even though they are arriving together at 2 am and leaving 7 hours later the 5th person could have left just after 2 am then returned right before 9 am to leaving with them again.

 

Their response was as if I had to show a picture of 5 people inside sleeping.   

 

This disappointing decision by Airbnb shows you can't charge for extra guests because all the guests need to do is say they didn't actually sleep there and Airbnb will side with the guest.

 

Did you receive a better outcome with your resolution?

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Eminence, MO
Level 2

I’m wondering if we can have a rule that states NO VISITORS.   Only those who are booked can be on the property or in the house.    Whose to say these visitors aren’t using the shower and other amenities.  I live in a tourist town and several of the motels have this rule.  I’m about ready to have it as well as security cameras.  Airbnb needs to step up and support the hosts.  There is always VRBO.

linen fee

Level 3

I got so fed up with guests trying to cheat me by booking less people in than what actually staying. So now have lockable bedroom doors. If they book for 1 person - they get a single bedroom and no access to the other bedrooms. I am finding that when guests are advised of this before arrival they often quickly change their head count on the reservation. 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Baldwin, NY
Level 2

Try this app to detect the number of guests at your rental.

https://www.vacayrental.tech

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Minot, ND
Level 2

Yea. Quite the conundrum. I had a guest book for 1 adult and 3 children and showed up with 5 children and 2 adults. My place is self check in but I live right there so I can monitor everything going on. What a situation. I feel like it’s deceitful and should be penalized in some sort of way, without the need of confrontation. How exactly?  I don’t know. 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Bristol, United Kingdom
Level 10

Easy @Lulu81  you either ask extra’s  in the party to leave as they aren’t on the booking or if you can accommodate send a charge through the Resolution Centre to cover the cost of their stay. 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Minot, ND
Level 2

Yes. That all makes sense. It’s just not cool for them to put us in such uncomfortable situation you know.  Thanks for your response @Helen3 

Re: More guests stay than actually booked: guest booked 4 but 6 come

in
Armeno, Italy
Level 2

I had a similar issue with a French guest ( Cecile ) 3 weeks ago.

The main issue with this guest is that their attitude is 

Iike a blackmail. If you ask the extra guest pay you are sure that a bad review for the host will arrive.

Infact, after asking the extra money I received a 3 stars review ( never received in my 3 years host experience). 
I gave my review to the guest that replied with a poem where they denied the reality by defaming me and my concerns.
Arbnb support. In my experience,  is completely  absent for supporting the hosts in these situations. I am waiting again a reply, after writing 3 support ticket. After years I am thinking to leave the platform because the guests quality decreased and many times they try to blackmail you with the stars story.

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