Guest booked for one person and is bringing two persons. This is a higher rate.

[Melani1717]

The guest is suppose to check in tomorrow. She booked a suite in my guesthouse for one person. when she said 'we' I responded saying that her booking is for one person only at a lower rate. Two persons is at a different rate. She has been sending a lot of messages stating she doesn't understand this even if I explained it to her.  Im afraid she would be a hostile guest.  I am a super host and Im worried she will endanger that.  Do I cancel?

[Helen3]

Hello @Melani1717 

If you charge per person and the guest has indicated she is booking for more than one you can send over a request to amend the booking to two people .

if you cancel Airbnb will charge you a cancellation fee fee. 

what is she saying that she doesn't understand? 

[Melani1717]

Hi there,

Thank you for your help. I also don’t know what she doesn’t understand. I have explained it in detail to her but she feels that because the suite can take up to two persons that makes it ok to bring the extra person? I escalated it to Airbnb support and they have contacted the guest. I am waiting for their reply.

thank you for reaching out!

[Helen3 · Accepted solution]

@Melani1717 I would reply to the guest once more and repeat 

' I charge per person to stay at my listing. 

'Originally you booked for one person but have now confirmed that an additional person is staying 

'as this is the case I am sending you over a request to amend the booking to two people which is the number you have indicated are now going to be staying .

' If you don't accept the request to amend the booking then only one person will be able to check in

' if you don't want to pay for the additional person to stay I suggest you cancel the booking and I'm happy to refund you in full '. 

[Melani1717]

thank you for your advice. Airbnb support sorted it out for me. Appreciate your help!

[Lorna170]

@Melani1717   Does it say anywhere on your listing description that more than one person is an extra guest and an extra charge?

I know that your price changes if the guest enters 2 persons instead of just 1 person when searching.  Your booking settings are working correctly.  However, there are many AirBnB guests who search with 1 adult (the default) and do not enter the correct guest count before or after they book.  Then the host is "greedy" when we correct for extra guests or animals.

I am a whole house property.  I have my pricing set for the whole house and I do not change it if there are only 1 or 2 guests.  Perhaps you could adjust your pricing as being for 2 guests as the default.  

As to this guest who refuses to understand that 2 is more than 1, I would follow @Helen3  's advice.

[Melani1717]

Hi Lorna, thank you for your advice. Airbnb support sorted it out. I do find a few airbnb bookings where the booking is for one person and they meant two persons. But it is never an issue to correct it, until this specific booking. Luckily all good now. Thanks for your help !