Authorized extraguest

[Shahrzad10]

Hi

hope i am  posting this in the right place to get some help and insight. I recently became a superhost. A guest booked my property for 2 people. Ring doorbell shows 3 people staying at property. I have messaged the guest on the first night that this is violating the term and she should follow rules or I will charge her extra fees or ask her to vacate. She hasn’t responded to me and they are continuing to stay with 3 people overnight . What is the best course of action ? Should I ask for extra fees via resolution center ?

I appreciate any input thanks  

[Frances3408]

@Shahrzad10. Yes she is breaking your House Rules. You can contact Airbnb and ask them to cancel booking based on this. She will retaliate, and leave a very poor review, which you will then try to get removed and around it goes (based on other cases here on forums).

I know max is 2 but what would you charge as an extra per person per night? I gather you didnt supply exta linen for the sofa bed so this is more about electricity and water usage? How long is the stay?

So yes you can ask for an extra amount via Resolution Centre, which she may pay or refuse, and you still end up with a bad review because she thought she had the right to bring an extra guest.

Moving forward please remove the second picture of where guests can sleep, unless you want to encourage people to sleep on the sofa bed regularly, in which case extra linen must be provided. If you do, you could increase your max capacity to say 4 and increase your nightly rate OR leave rate as a base for 2 and have a clear per person extra fee above that.

Either way I would be updating your House Rules to mention a per person fee if unauthorised extra persons end up arriving. Holds more weight when you go to do the request through Resolution Centre.

All this is my opinion, but when it happened to me and I pointed it out to the guest, they offered to pay but then refused and it all went down hill from there. 

So now I have clearer rules and fees. I hope it helps. 🙂

[Shahrzad10]

@Frances3408 thank you for your response. The issue is not only the  cost but per local permit and regulations, the unit has the max capacity of 2 and when she did the booking she mentioned there are 2 girls coming to town for festival. From what I gathered I have 60 days to request extra fees?

maybe I can wait for her to leave a review and then request extra charges ? To avoid any retaliatory comments ? 
I agree 

 I will make some adjustments to listing

[Chad548]

@Shahrzad10 No you do not have 60 days. You have to file a claim for extra fees within 14 days of the end of the reservation. That is the same amount of days you have to leave a review.

If you have let the cat out of the bag that you are going to be charging extra, you may be up for a bad review anyway, sorry to say.

You can wait until you get notification that the guest left a review as they can't change it now, or the morning of the 14th day if they haven't left you are review, you can leave your review and submit a claim through the resolution center.

[Marie8425]

@Shahrzad10 

Just another thing to consider if the big concern is local requirements of max occupancy.  Charging and collecting a payment for something in violation of your local requirements becomes you profited by violating local max occupancy regulations.  Not your intention but documented in the system which the Guest will have access to share