Guest sneaks in friend into single room, how can I make them pay?

[Terence4]

Hello, I have seen this topic has been kind of addressed but not recently and with Airbnb changing rules etc all the time I'd like to discuss this:  We have a guest room with a single bed and last night our guest forgot her key to the flat.  She came home at 2am waking us up knocking at the door.   We opened and discovered she was sneaking in a friend.  It was a sneak because the friend actually hid away from the door.  Because it was 2am and we had to work the next morning we didn't make a fuss in the night.  However, it left us troubled and we could not fall back asleep.  We can accommodate 2 people via pulling out the bed and providing more linen, but the guest needs to book 2 people.  I just altered the reservation and asked for the extra $30. 

So far, hours later, the guest has ignored the message.  Can Airbnb make her pay?  What would you suggest I do?  I actually would like her to leave my flat, she's got three nights left, but if she realizes her mistake and pays for the extra guest then she can stay.  I just do not feel comfortable and disrespected.  If this was a whole flat she was renting fine, but it's a room only and we are here. 

Thanks for any advice. 

[Sarah977]

@Terence4  Yes, I know exactly what you mean. Attempting to sneak someone into your home, regardless if that was done by a friend, family member or a paying guest, is simply disrespectful, as is ignoring attempts to communicate.

My grown daughter was staying with me for a couple of weeks and during that time had a childhood friend come to town and my daughter asked if she could stay here for a couple days. Of course I said yes, altho I already had a full house with my daughter, and a friend of mine who was visiting. This girl (I call her a girl, but in fact she was 38 years old) was given a comfortable foamie to sleep on, clean sheets and blankets, clean towels, took hot showers, had all her devices plugged in to my electric, was offered coffee in the morning, before she tripped off to town, and came back just as we were about to sit down to dinner, so of course was asked to join us. She stayed for 2 days and nights and it never occurred to her to come back from town with a bottle of wine or a 6-pack to share with everyone, a bag of groceries, some goodies from the bakery. She's a sweet girl, was polite and thanked me for having her, but I ended up feeling quite used. Some people just are clueless. 

[Ian-And-Anne-Marie0]

@Robin4 

Although you say you would like her to leave, you feel 'disrespected'....if she pays the $30 she can stay. By saying that, what you are saying is there is a price on that disrespect...you are prepared to be disrespected for 30 bucks!!

The guest blatantly took advantage. Two seats for the price of one and got found out. She needs to pay for two seats. REALLY SIMPLE.

@Terence4 is being reasonable already at only charging an 'extra person' fee. Unauthorised guests break the Airbnb terms and conditions, house rules and should pay a penalty fee if they wish to stay... Lets put that fee at $150... 'Unathorised Guest Fee' ...Just to make the disrespect worthwhile.

[Susan17]

@Ian-And-Anne-Marie0 @Terence4 

As we all know by now, what Airbnb says in its T&Cs, and what Airbnb does in practice, are two very different things, and while experienced hosts like @Robin4 do fully understand that this is very wrong, they're also smart enough to understand that expecting Airbnb to play by their own rule book is futile, and oftentimes, the only way to mitigate the potentially disastrous retaliatory damage a guest can do to a host's standing (and income), is to play the game your own way. 

"It's no wonder that guests become 'entitled' to take advantage of hosts. They learn their entitlement somewhere"

The screenshot above illustrates exactly how guests become entitled to take advantage of their hosts  and where they learn their entitlement.... 

[Ian-And-Anne-Marie0]

@Susan17 

As far as I can see there is too much 'pussyfooting' around this issue.

Too many hosts keeping their frustrations on hold because they fear retaliatory reviews in consequence of guests breaking House Rules... Your text points out clearly that AirBnb are happy to reconcile differences between Guest and Host, but where no reconciliation is needed  (as you have previously pointed out is futile in your experience), then more direct action is needed.

In this case the point of the 'Change or cancel' policy which has no reconciliation and the fees are pre-defined would be more than adequate.

For Hosts who do not have those charges defined, should have. Penalty fees set out in House Rules and reflected in 'additional guest charges' can be enforced by reverting to the 'Change or cancel' policy and amending accomodation quantities.

I see no point in issuing hollow House Rules if the consequencies are not followed through.

@Susan17 

The screenshot above illustrates exactly how guests become entitled to take advantage of their hosts  and where they learn their entitlement.... 

...Fully illustrates the commitment by Airbnb to hosts. Other platforms are available 🙂

You have a more direct attitude in dealing with these matters - so would you have demanded payment there and then whilst the additional guest was hiding behind the doorway?

[Susan17]

@Ian-And-Anne-Marie0 

I can assure you right now that I'm not a host who pussyfoots around anything, or keeps my frustrations with guests on hold! That's never gonna happen! :)) 

To answer your question, what I would have done in the situation would have largely depended on the read I got from the guest herself, but in most instances, I'd have done exactly as @Sarah977 did. No point in making a mountain out of a molehill. 

You can have all the Penalty Fees you like stated in your House Rules, but unless the guest expressly agrees to pay them, you're scuppered. Did you miss the part in the Airbnb Support message above that states "Most House Rules violations are considered active personality conflicts. Airbnb does not financially reprimand guests for House Rules violations"?

As for Airbnb "mediating to find an amicable solution". In real-life Airbnb practice this means, "Airbnb may (or may not) ask the guests to pony up for whatever hassle/grief/damages they've caused, but the guest can simply refuse, and there's bugger all Airbnb will do about it"

Sure, if a host has nothing better to do and/or they have masochistic tendencies, they can call Airbnb time and time again, in the hopes of eventually getting the ear of a suitably sympathetic case manager, at the right time, on the right day, who may just take pity on the host and have the payment approved from Airbnb's own funds instead. The odds of a successful outcome are far more favourable for newer hosts (18 months or less) and of course, for "professional" operators, with lots of listings. The rest of us - not so much. 

Please don't use that tiresome "other platforms are available" line. It's highly disrespectful and insulting to thousands of early-adopter hosts whose many years of commitment, hard graft and dedication have helped build Airbnb's reputation, fortunes and goodwill from the ground up, who have earned the right to be here and to be treated fairly and equitably by the company, and without whom, quite frankly, there would be no Airbnb for newcomers to benefit from today. 

[Ian-And-Anne-Marie0]

@Susan17 

Please don't use that tiresome "other platforms are available" line. It's highly disrespectful and insulting to thousands of early-adopter hosts whose many years of commitment, hard graft and dedication have helped build Airbnb's reputation, fortunes and goodwill from the ground up, who have earned the right to be here and to be treated fairly and equitably by the company, and without whom, quite frankly, there would be no Airbnb for newcomers to benefit from today. 

I liked your previous post Susan but your last point was derogatory.

I've been on this platform for over two years and can judge it only in that time. Tiresome you might call it, I call it fact. You even point out in your text how Airbnb don't back you up, then you bleat about how "highly disrespectful and insulting..... blah, blah is"  as if you were part of setting all this up. If you were then you should be dismayed at the way it has turned out and be trying to change it.

At the same time you point out:

 In real-life Airbnb practice this means, "Airbnb may (or may not) ask the guests to pony up for whatever hassle/grief/damages they've caused, but the guest can simply refuse, and there's bugger all Airbnb will do about it"

Airbnb need to 'pull their finger out' then because as I stated, there are other platforms out there and they do not penalise or blackmail great hosts.

[Terence4]

Reading this almost wants to quit me hosting.  There's no protection for the host, it's simply not fair.  I am disappointed with Airbnb.  A great idea has started to become solely business.  Where are the initial values? 

[Sarah977]

@Terence4  I had a very similar scenario. (Also host a private room in my home, for solo guests only, single bed) Young (but not so young she shouldn't have known better) female guest arrived late afternoon, got settled, went out to town. I went to bed at some point and was awakened by loud voices at 3 AM, her and a guy, laughing, banging up the stairs, then showering together, talking loudly, giggling, then the headboard starts banging against the wall for like 15 minutes, complete with the other sound effects.

I wasn't about to make a scene at 3 AM, and eventually fell back asleep. When I got up in the morning, they were already gone, but she had 3 more days on her booking. I immediately texted her, saying that what she had done was not cool at all, that they woke me up, that she had booked for 1 and I only host 1 guest at a time. She texted back "Sorry. You know how these things happen, love and all. I'd really like him to stay with me, I'm willing to pay extra." My response:  "No, not okay with that. If you'd like to bring him here during the day and introduce him to me and hang out a bit, that's fine, but he can't spend the night, cook or shower here." Response: "Okay".

So I didn't ask for money for the snuck-in guest, she never tried it again, never brought him around, and we actually got along fine for the rest of her time here and never mentioned the incident again. I even told her about a cool day trip to take to an archeological site an hour away, she went by bus, alone, and said she really enjoyed it. The last day she was here, she said "You know, I think you and I are a lot alike."  I'm not sure what she meant by that, since I'd never abuse anyone's hospitality, but maybe she meant I don't take **bleep**, but don't get emotional about it or hold a grudge.

She left her room clean, and never left a review. I didn't either.

[Terence4]

Hi Sarah, thanks for sharing your experience and I am glad things worked out in the end. Maybe I was too fast in sending her the money request, I kind of did because she shortened her stay twice without even speaking to me.  I refunded, even though I don't have to. It's the not communicating and then  abusing my hospitality, not even saying sorry at 2am when my husband had to open the door for her.   I might have to message her now as I don't know when I will see her today. 

[Sarah977]

@Terence4  Yeah, I didn't post that to say you were wrong in charging for the extra guest, as she was being deceitful (hiding her friend), and screwed you around on the shortening the stay- people need to be held accountable or they just keep behaving like that. I just posted that story to say that sometimes it works to just make it clear that some behaviors won't be tolerated, and if it's straighforward and no-nonsense, it can blow over with no ill feelings. If she'd been belligerent about it, or tried to sneak him in quietly the next night, or pushed the boundaries in other ways as well, I'd have booted her out.

[Susan17]

@Sarah977 

An absolute masterclass in how to deal with such situations swiftly, responsibly, effectively and diplomatically. A little firm but fair personal interaction with a guest goes a long, long way to resolving 99% of host-guest issues. Bravo! 

[Ann72]

@Sarah977 Just have to say how much I loved this story.

[Robin4]

@Sarah977 

Good on you Sarah, I would expect nothing less from you, you are a great host.

Good advice.

There have been a few post here over the years about 'intimacy' in the next room, and I absolutely respect a host who says..."I don't feel comfortable with 2 people in my 1 person listing"...and I support that whole-heartedly. We all have a differing moral code and a host should never be embarrassed by the actions of others  in their space.

But Terence is quite happy having 2 people. She advertises in her listing 2 guests, one bedroom 1 bed

so the issue is not that something might happen which will not sit comfortably with her....she accepts 2 people in her 1 bed listing. The issue is that she feels deceived and she feels cheated out of $30. That is also a quite legitimate gripe.

I would prefer she had gone down your path Sarah and worked it out before 'bitterness' and embarassment and the resolution centre entered into it!

Cheers Rob

[Sarah977]

@Robin4  Yes, I don't fault Terence at all for charging for the extra guest, it's not okay for guests to be deceitful, like her guest was. And I'm not a prude, hearing people going at it didn't bother me, (I'd feel different if there were children in the house), getting woken at 3 AM did.

But for me, $30, the rigamarole of adding an extra guest charge, prolonging the uncomfortable situation, considering she had 3 more days on her booking, and prompting some bad review, wasn't worth wasting time on. If she'd been an all-around bad guest, I might have. And she obviously wasn't trying to "sneak" him in, making that much noise, she just didn't consider that it wasn't respectful. I know they were drunk.

I don't mind dealing with Airbnb over tech issues, clarifying things, or sending feedback about their policies I find horrid, but I've never had to contact them about a contentious issue with a guest, and would like to keep it that way.

[Terence4]

Hey Rob, I agree. It's not the 30 bucks, it's the disrespect I am about. Waking us up at 2am without apologizing and then sneaking in a friend. It was a sneak in and that is the problem. It is disrespecting me as a person and our privacy.  I asked for the $ because she altered her stay twice, from one week to two, then to one without communicating why.....I was upset and sent her the second person $ amount as it is my right to charge. I am just so speechless about her not accepting it or....at least sending a sorry message.