My guest keeps having more and more people stay in my room and only paid for 1 person

[Jo37]

I am quite annoyed and don't know what to do, also haven't heard back from Airbnb resolution center. 

My guest booked my 2nd bedroom for 39 nights for 1 person. Additional people are 15$ / night, and also need to be approved by me. 

He had his mom stay in his room from day 1. After maybe 10 days, his sister also moved in. Now, his boyfriend also lives there. 

It's 4 people living there every day , and my roommate is going crazy. I complained and said he should pay at least for one of them, but he declined (and offer to pay for one additional person for 5 nights. ?). 

They also totally rearranged the room and squeezed the bed to one side and put another sleeping area into the room, so they all fit in there. I find that pretty outreageous. Problem is I am in California, the apartment is in NY and my friend Michelle who lives in my room right now and is a small women doesn't want to confront them. 

If they would pay me at least the $585 for one additional person, I could pay Michelle for her additional efforts (she has to clean the bathroom constantly) and would put this to rest, but this is just too outrageous. Help!

Help!

[Allison2]

As a host, you can't expect Airbnb to resolve egregious violations of house rules for you.

If someone shows up with a bunch of other people you say "You reserved & paid for 1 person. You can cancel or pay the extra person fee." If they refuse you tell them they need to leave now or you'll call the police.

You don't need Airbnb's blessing to deal with a straight-up violation of rules. Contacting them in this case should be a secondary thing to figure out the aftermath: "hey Airbnb, these people showed up with 4 rather than 1 and refused to accept charges for additional people. I asked them to leave." If you or your roommate aren't up for dealing with guests directly, and assertively when necessary, you need to think seriously about whether hosting is right for you.

[Ralf5]

Hi @Jo37,

I would send him a modification request to include the extra persons, tell him that this is needed for insurance purposes. The guest needs to accept the modifaction proposal in order to be valid, if he doesn't want to pay for the additional guest I would report this to airbnb support and would cancel the hosting, make sure that this doesn't count as a host cancellation and that you will not be penalized!  Airbnb then will help the guest to find a bigger space where they all can stay in.

[Jo37]

Hello Ralf, 

thanks a lot for your response. I already requested 585 and an update to 2 people, and he sent a counter offer over 75. I think it will be very unlikely he would agree to an update to 4 people, since he knows what's coming next. He is also very dishonest and basically says it's only him and sometimes someone stays over. Michelle took photos showing all the shoes and toothbrushes and how they changed the entire room to accommodate all the people. They also use all her stuff in the bathroom, even though she alread put stickers on all her mouthwash, toothpaste etc. - it's a little out of control. Any ideas what I can do? It's only 5 more nights, but we really feel abused - it's pretty blunt and ruthless. 

Also, I cannot send an alteration for 4 people since my place only allows 2 to stay there. I just sent an alteration to 2 people. I really don't know what to do, I am now also afraid they are not going to leave when the stay is over in 5 days - it seems they are just preparing to stay there. What should I do? 

[Vini0]

Hi ,

Can you ask them to follow the house rule or leave the appartment.This is not exceptable ,atleaset for me. Ask them clearly to pay the amaount you want or the best to say good bye.

[Jo37]

Thanks - but how do I make them leave? I am not there right now, and they are clearly ignoring me. What's the exact procedure?

[Ed-and-Hugh0]

@Jo37 Since they booked for more than a month, they may be considered tennants and it may be harder to get them out depending on the laws in your area. You can try having Airbnb cancel the reservation for violating your terms. Once that happens, they are tresspassing, and you should be able to have the police escort the tresspassers out of the quarters. However, if they have tennants rights, this won't work...you'll want to check the laws in the area.

[Ralf5]

@Jo37,

I think you really need to contact airbnb support, explain the situation and get them out as soon as possible (tonight or tomorrow morning latest). If your listing is only set up for 2 persons this is a serious violation of your house rules and of airbnb hosting contract.

Airbnb will tell you what to do and will tell them to leave, see the contact information which I copied below.

Also your room mate (girl friend) obviously needs assistance to get them out, so I would really call the police or the building security or similar  

Here are 3 easy ways to contact Airbnb:

1. Airbnb Community Experts
2. Via Twitter Direct Message @Airbnbhelp
3. Calling Airbnb

1. Contacting Airbnb's Community Experts

 The easiest and quickest way to get answers to any issues is through contacting Airbnb's Community Experts.  If they cannot answer your question, they have the ability to re-route you to Airbnb

Step 1: Visit https://www.airbnb.ca/help/contact_us

Step 2: From the bottom of the screen, choose either "My question is about something else" or "I have a different issue"

Step 3: Follow the prompts to figure out what best describes your issues.  Some things you choose will take you to specific information whereas others you can fill in the text box and submit your question.  

When you submit a question, you can expect an answer back from a Community Expert within five minutes but usually less.  If the Community Expert cannot help you, they can re-route your issue to Airbnb who will then contact you.  Airbnb Community Experts do not have access to your account information so if it is a question that can only be answered with account information, they will re-route you automatically.  Airbnb Community Experts are available 24/7 and again, usually you will have an answer from them within minutes.

2. Contacting Airbnb Via Twitter

I find the second best and easiest way to contact Airbnb regarding any issues I may be having is by using Twitter.  Airbnb seems to have dedicated staff who monitor their Twitter feeds and I usually hear back from them within 5-10 minutes of posting my isssue.

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for information such as your listing but always provide it over DM so it is not public.

3. Calling Airbnb's Customer Experience Line

 ***Please note that these phone numbers and any numbers below are meant for URGENT MATTERS so it is best to use the above two methods first***

Here are the phone numbers for Airbnb:

United States and Canada	+1-415-800-5959 +1-855-424-7262 (toll-free)
Argentina	+54 11 53 52 78 88
Australia	+61 2 8520 3333
Austria	+43 72 08 83 800
Brazil	+55 21 3958-5800
Chile	+56229380777
China	+86 10 5904 5310 400 890 0309 (shared-cost)
Denmark	+45 89 88 20 00
France	+33 1 84 88 40 00
Germany	+49 30 30 80 83 80
Greece	+30 211 1989888
Hong Kong	+852 5808 8888
Ireland	+353 1 697 1831
Israel	+972 3 939 9977
Italy	+39-06-99366533
Japan	+81 3 4580 0999 +81 800 100 1008 (toll-free)
Mexico	+52 55 41 70 43 33
Netherlands	+31 20 52 22 333
New Zealand	+64 4 4880 888
Norway	+47 21 61 16 88
Peru	+51 1 7089777
Poland	+48 22 30 72 000
Portugal	+351 30 880 3888
Puerto Rico	+1 787 919-0880
Russia	+74954658090 88003017104 (toll-free)
South Korea	+82 2 6022 2499 +82 808 220 230 (toll-free)
Spain	+34 91 123 45 67
Sweden	+46 844 68 12 34
Switzerland	+41 43 50 84 900
United Kingdom	+44 203 318 1111

[Jo37]

Thanks Ralf, trying the Twitter option now. It's really getting scary, way too many people and totally unresponsive, and my roommate is also quite scared. 

[Penny38]

What has Airbnb done? 

[Dawn33]

You owe your roommate every cent that you end up making for this inconvenience and intrusion of her privacy and safety.

Sadly, she has to deal with this headache. Call the cops and have these mongrels removed. They are taking advantage of your roommate. This is your apartment! Take charge.

Btw, I had to do the same thing on Friday night. I had to kick out my guest and his unregistered guest and her unregistered sneezing bag (oh, I mean DOG!) ---

One thing that I am learning is it takes BALLS to Airbnb.

[Dawn33]

Also, @Jo, if they stay over 30 days, you might have s bigger problem on your hands. There are pro scanmers that squat Airbnb homes.@Jo0, if they stay over 30 days, you might have s bigger problem on your hands. There are pro scanmers that squat Airbnb homes.

http://www.cnn.com/2014/07/23/travel/airbnb-squatters/index.html

[Dawn33]

(/'sorry about the double text!)
Good luck on this and report back on this thread.

[Ralf5]

Hello @Jo37,

please could you share with us how you solved your issue.

Thanks

Ralf

[Maria-Lurdes0]

This is a really good reminder for all hosts that they have to be the ones in control over their business.  And this is a BUSINESS.    It takes some experience to gain the confidence to deal with guests who are violating rules and pushing boundaries.   It's so important for new hosts to really think about how they will react and handle regularly occuring situations like extra guests, excess noise, huge messes, etc.   Feeling too shy to handle a potential confrontation?  Then hosting is never going to be enjoyable as you will always be stepped on by guests that have absolutely no problem spotting your weaknesses and taking over as the boss.

I know that I'm late to the party, but it's easy enough to over ride your maximum guest setting when you are trying to do an amendment to change the guest count.  It's easy to do almost every action you want on the Airbnb platform if you take the time to think logically, read the FAQ's, poke around every screen, etc.