Extra daily rate - how to retrieve from guest

[Barbara3717]

Hello,

How do I request the extra daily rate payment from a guest whi said she may not stay long? Instead since day 1 all 3 people are staying and no mention or offer of extra $ to cover the third person - what can I do? 

[John5097 · Accepted solution]

Hi @Barbara3717 

You have a few options. 

You can send the guest instructions on how to update the number of guest on the reservation. 

Here is a link with instructions. 

https://www.airbnb.com/help/article/2369


If it were me I would make it all very positive.

"Hello, (guest), Hope you are having a wonderful trip! Thank you so much for staying! I realize trip plans can change and I try and be as flexible as possible while also offering the best value for guest. When you  made the reservation for two guest, and mentioned that you may not be staying, which was fine. However if there are three guest can you please update the reservation by following these instructions.  

(Give very simple instructions and link) 

The price for the trip will be adjusted for three guest, the same if you had selected three guest when booking. I set it up like this to offer the best value and flexibility for guest needs. 

Thank you so much again for staying and hope you all have a wonderful trip. Please don't hesitate to reach out to me if you need any help with anything."


You could also include instructions on how to alter their trip, if they want to shorten it and find something else. Most guest wouldn't want to do this but I like to give guest all their options, and its up to them to follow the rules and he honest. 

I would also consider not doing anything and let the reservation run its course. These guest have decided to cheat to get out of the extra guest fee. Then include that in their review that they booked for two guest and three stayed. 

I personally am not inclined to control guest behavior like this and would opt to save it for the review.

Sorry there is no perfect solution. In the end it's a review based system. 

I also am very clear and polite with guest, as they often request late check out and things like that when it's not possible. 

So this would be a tough call for me, and if guest are abusing the guest count to avoid the extra fee might have to change the approach. For example you could have two separate listings, one with the cost for two guest and one with the cost of up to 4, that are interlinked, so when one books they other gets blocked off.

Good luck! In the end it's all about how host can manage guest. I would have been clear at the time when guest said there might be three that there its up to guest to keep the guest count accurate. If three guest are staying the reservation would need to be updated and be super polite about it.

Good luck!  
 

[Barbara3717]

Thank you so.much i really like the first approach and I have been clear with my accommodation having just a small fee per extra person per night from the outset, but the main guest making the booking has not been truthful even though I have provided ample opportunity to discuss. 

I've sent a message asking if they're comfortable and wanted any more top up supplies, but they said no so I will check again tomorrow and see how it all goes.

X my fingers I don't get grief from this decision to request change halfway through the stay. 

Thank you again, your advice is solid. 

[John5097]

Glad that helped! @Barbara3717 

My listing is very structured. I have a policy and just stick to it. Otherwise it would be too stressful. 

Sometimes you get a guest that is different like this. 

Most issues can be resolved with communication and structure. 

If they don't respond at all I would just save it for the review. Although think they probably will go ahead and update the guest count.