Extra people staying over at the apartment

[Andrew-and-Yvonne0]

Hi 

I currently have a guest whom booked for one. On the 1st night he had 4 people stay over. We know as the security at the building requires all guests to sign in. The security informed our co host they stayed over. I asked the guest via messaging that he would need to update his reservation. His reply was that the guests had left. The security stated this was not the case as people were seen ion the balcony in the morning.   I opened the issue with Airbnb and the guest replied that it is not a requirement for visitors to sign out of the apartment via security which is correct. So Airbnb are asking for documentation pertaining to extra people staying over.

In addition we always clean the apartment after 3 days. This guest has stated he does not want any cleaners in the apartment whatsoever which I find very odd. After doing this for 2.5 years this is a first.

I decided to read his last and only review and the host stated the guest violated his rules regarding guests and had multiple people staying over. The host left a review stating this violation and the guest replied that there were cockroaches all over the hosts apartment.

My question is can I enforce that we have access to our apartment for cleaning and also obviously checking everything is in good order. The guest booked for 9 nights.

Andrew

[Anonymous]

@Andrew-and-Yvonne0  In similar queries, Airbnb has advised that hosts give guests 24 hours notice before entering the rented space, unless it's explicit in the listing that cleanings or checkups will occur during the stay. If a guest complains that someone entered the home without informing them, there's a good chance that Airbnb will refund them out of your pocket, so you need to have your bases covered.

As for the extra guest situation, I would recommend setting a firm rule in your Policies tab that no unregistered guests are permitted to enter the property at any time. That way, there's no ambiguity about whether an extra unpaid person is a guest or a "visitor." 

If you need to make changes to the booking such as the number of people or the checkout date, the best way to do this is to initiate it yourself - select the active booking in your Reservations tab, click "Change or Cancel," and the guest will be automatically charged for the adjustments if they confirm. However, if the guest is violating your rules and you're not able to reach an agreeable resolution, your best recourse is to kick them out.

[Andrew-and-Yvonne0]

Hi

Thank you for your response and suggestions. Could I ask how you can make it the cleaning explicit in the listing and a non-negotiable rule?  

The Airbnb is located in a different country so we have a co-host, The guest concerned has stated no one has stayed overnight. He states he has no issue paying for extra guests if they stay.

I will consider carefully the no guests rule. As I do not want to create the impression people can sneak other unauthorised guests into the apartment.

You cannot make changes it seems through the app once the reservation commences. It will not allow you to add guests. There is a another method on the app which you can ask for additional payment for things like extra guests.

Thanks again.

[Colleen253]

@Andrew-and-Yvonne0 Anything you want enforced needs to be in your house rules. Both so that the guest is aware, and so that you have leverage should you need to evict them for defying a rule. The mid stay cleaning requirement needs to go in there. Make sure guests are aware of that when booking. The majority of guests do not read your unique house rules, even though they check the box indicating they have. 

This guest seems to have figured out how to play you by how you've set things up, given the details you've shared in your op. If the security guard's testimony is enough for Airbnb, you may be able to get the money for the extra guests, but otherwise you are likely hooped. Consider adding a rule addressing extra guests that leaves nothing open to interpretation, such as "All guests must be disclosed on the booking and paid for in advance. A guest is any adult or child at the property, either staying the night or visiting. These will be considered 'authorized'. No unauthorized guests may be on the property at any time. Host reserves the right to terminate a stay for violation of this rule. As it stands now, you may not be able to get this guest to pay, or to evict them.

If you don't have one now, a security camera monitoring people coming and going at the entrance can also help you with the extra guest problem. When you go to Airbnb for an issue like this, camera footage helps. If you do this, be sure to disclose the camera in your listing and your house rules.

[Robin4]

@Andrew-and-Yvonne0 

As always @Anonymous  has given you very sound advice which states Airbnb's position in how you should deal with this guest/s. 

There are other avenues you can follow that might help you Andrew and Yvonne.

It is probable that the guest is now going to give you a poor review as you have queried the occupancy as opposed to the booking. What you can say to the guest is ....."Airbnb provides protection for both hosts and guest in event of any unforeseen circumstance but, that protection is only available to overnight guests who are registered on the booking with Airbnb. I am sure you can appreciate I can't take the risk of having that protection jeopardised. Could you please immediately amend your reservation to include all overnight guests as has been established and verified by building security. Once you have done that I will be happy to allow the housekeeper to accommodate you. If you can't do that and security witness a repeat of last night I will have to ask Airbnb to relocate you or cancel your booking. Sorry to appear heavy handed but I am sure you can see my situation"! 

That of course is not correct Andrew and Yvonne, but the guest doesn't know that, and when put in that situation will be more likely to comply with suitable numbers, or cancel his booking if he still has remaining nights.

Secondly, you do not state anywhere in your listing description that you require entry for cleaning each three days, and this is an omission which I would attend to in your house rules....'Other things you should know' section. If you have it stated in your house-rules, you will have more chance of trying to enforce it.

All the best Andrew and Yvonne, I hope you can get this hosting back on track.

Cheers........Rob 

[Andrew-and-Yvonne0]

Thanks for all your advice, I have changed a few of the settings. I changed the IB to require ‘recommended by other hosts’  what happens now is that when someone books I have to login to accept the booking. Even when the last bookings that came in had 25+ 5* reviews. I guessI have to live with that setting.

Camera’s are being considered by the Management for the main gate entrance. The security at the gate do take the names/ID of all guests. Also I have updated the cleaning requirement in the rules and also all visitors to be preauthorised via Airbnb and paid for before entering the property.    

I think we got the guest back on track as he has not had anyone staying over since the 1st night.

Thank you once again.

[Julene2]

What we say -

Nevada COVID-19 Regulations require we have the name of every adult guest staying in the Home. Your contract is limited to _____ as booked. You and your guests agree that you will not visit our home if you have a fever, shortness of breath, or are experiencing a cough. You will wear masks in public areas. Only named guests are allowed on the property per this agreement.