I had a recent guest who only booked for one person but during their stay requested to have an overnight guest. I agreed, advising them of the extra fee per night for having an extra guest. I put my trust in the guest and Airbnb, sending the request through the Resolution Center. The guest played dumb saying they did not see any request, and lied about the number of nights the extra guest stayed. After waiting for the 72 hrs required I escalated the issue to Airbnb. I waited 18 days for a case manager to be assigned to my case. I missed the email by mistake, and when I finally saw it the case manager Jose was threatening to to close by case in 48 hrs if I did not respond. I sent them the Ring Video Recordings I have, showing the extra guest coming in on 2 nights. He then emails to say that " extra guest fee was not stipulated in your listing". I asked him to send me a record of where he is seeing this, because have it listed on my listing and if a guest books for 2 people they can see the increase in price per night. I asked him to call me immediately to get this resolved. He refused to provide me any evidence, hung up the phone on me and closed the case with no FAIR Resolution.
What kind of support is this for hosts? If the guest booked for 1 guest, and you are sharing video recordings of 2 people coming into your home, why would you not agree to have the guest pay. I put my trust on this platform to get involved and come to a FAIR resolution. Airbnb did not even bother reaching out to the guest, or take any action against them for bringing an unauthorized person. From my experience recently, Airbnb is only worrying about guests and doesn't care about the effects their decisions have on hosts. We have no to suffer, receive no support and have to reassurances to hosting on this platform.
Has anyone else experienced issues with additional guests not paying? How did you get it resolved?