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. 

[Terence4]

I'd like to add this.  If you sneak in a friend into a hostel they will make you pay immediately and kick you out on top of it.  I don't understand why someone would think that in a private household this is ok to do. 

[Robin4]

@Terence4 

Hey, I not saying it's ok , the guest has no rite to go behind your back the way she did, and I agree her behaviour is appaling.

But we will all now and then come across appaling guests....it's what goes with the territory in hosting. 

I had one here for two hours! She called me a 'creepy old man' because Ade (my wife) and I did not pull down our window blinds while she was walking around looking at our rear garden and she said I was spying on her, packed up her bags and left....but not before she turned the cottage upside down, and then wanted a refund!

We get them, but it is how we handle them that is the measure of what sort of hosts we are. 

I am just saying Terry, if I was in your situation, although my blood may be boiling inside, I would be like that duck on the pond...all serene and calm on the surface with the legs going like the clappers  underneath, and I would make a pact with myself never to let this guest into my life again.

Look at your reviews, you are a great host, your guests love you, you are in a fantastic part of the world.....I can't tell how many good nights I have had in 'The Coogee Bay'....you are better than this!

Why would you jepardise your great past for a nutty review by this fruitcake of a guest!

Sometimes we need to buy our favours!

All the best to you and Clint.....

Cheers.....Rob

[Terence4]

Ah, thanks for that, Rob.  You are right, some people just are (let me say) difficult to understand.  I think I am just so disappointed, that after all this time of hosting, this is happening.  But as you said, one day we all come across that appalling guest.  Sending you Coogee vibes 😉 have a lovely night. 

[Jessica-and-Henry0]

@Terence4 

I'm very upfront about the fact that I don't allow guests to bring other people into my home. My listing is a single occupancy private room in my home. The room has a single bed. One of the first things I reiterate to potential guests is the fact that the single Airbnb guest cannot bring anyone into our home for any reason. I explain that an unregistered guest is an insurance AND safety concern for us as home owners - we can't let guests bring random people into our home. All our guests seemed more than happy to comply - several commented that it shows that we take safety and security of our home seriously. 

[Terence4]

Hi there, thanks for your message.  I did send her a message last night: 

"I have not had a chance to talk to you today.  I would like to remind you of the house rules that you agreed to when you booked your stay with us.  They state No street shoes in the house (please take them off when you enter the flat) and NO VISITORS.   Because you had a friend stay with you in the room last night but did not book her in, I have altered your reservation for that night.  The fee for an extra guest is $28. Please accept the alteration so we are getting the payout and do not bring in any guest again (day or night) unless it was approved by us."     ..... she still has not got back to me with accepting or messaging but came back to the room last night (if alone or not, no idea) I will not let this ruin my day, again, today.  She's just rude and I have to live with it until she leaves. 

[Jessica-and-Henry0]

@Terence4 

I don't care what time of the day or night it is. If I see the guest bringing someone into my home that has no right be be in my home then I will not be polite or understanding. I will most definitely kick that INTRUDER out immediately. No amount of money is worth risking my safety or ease of mind in my own home. 

[Sarah977]

@Ian-And-Anne-Marie0 There are no other platforms available for traditional home-share hosts.

[Ian-And-Anne-Marie0]

@Sarah977 Thats true, but with the influx of hotels and apartments and hosts with multiple lets, Airbnb is a far cry from its traditional roots.

[Christine615]

First - start by establishing that it is YOUR house. I mean, say that to yourself before you say it to the guest. For safety reasons, Airbnb will not cover any damage or theft caused by someone who is not on the reservation. How do you know this person didn't pick the second person up in a bar?

The first step was to say "no" and bar entry to YOUR home. It presents a safety issue to you not to know who is there.

I have a guest who booked my place for 4 people for 48 days (coming to study for a national test). She has good credentials and I have her telephone number. But I have asked (through Airbnb) for her to give me the names of the other three guests. She has promised to do that but has not done that. So if it's not done at check-in, we'll be at the door with the keys and asking to see ID before the other three are let into the place.

Likewise, I had a guest book our apartment for four people for a wedding. Check-in is at 3pm. She said a friend would be checking in first in the afternoon and she'd be arriving after 5pm. Guess what - our Ring doorbell showed that her unnamed friend accessed the keys at 11:45am (45 minutes after the previous guest would have had to check out). Luckily we didn't have someone there the night before. But some people are rude or clueless or both. The problem with Airbnb is it stopped acting like guests are renting homes and started favoring commercial hosts who don't live in their spaces - making it seem like it's just a hotel alternative.

So now we strictly enforce the rules because it is OUR house. I've also since learned Airbnb doesn't cover things done before formal check-in.

Sigh.
Put ALL communication in writing via private message to the guest. No phone calls, not he said, she said. That way Airbnb has dated evidence in the case of a dispute. Give them the tools to help you. But the first word you have to add to your toolbox is "no."  This may have worked out okay, but other hosts have had things stolen, broken, etc.  Your place is not a "flophouse." She was as guest in your home and bringing someone back was rude.

Be honest in your review so the rest of us know not to book her.

[Ian-And-Anne-Marie0]

@Christine615 Great Post!

I've also since learned Airbnb doesn't cover things done before formal check-in.

Valid reason for no early check-in.

[Terence4]

I sent her the alteration for the second person and in the evening a message explaining why I sent it and reminded her of the house rules.  She keeps ignoring the messages and the rules (still walking around in street shoes e.g.).  She sleeps in and leaves the house when we are not at home and comes back when we are already long in bed.  I have tried to cancel the reservation but I wanted a Sunday with my man without thinking about her.  I will have to call Airbnb now, believe though they will just be on her side saying she only has got one night left, I don't know, I am just assuming here.  

I wish I had opened the door at night, it was my husband though in a very sleepy (and sick) stage.  He just didn't want to make a fuss, since we live in a block where other people live.  She was knocking hard.  She did not even apologize.  All she said was "thank you".  That itself shows her poor character.  If I had opened I would have not let her in.  

[Helen3]

Hello @Terence4 

I have to say I am puzzled as to why you are continuing to let this guest stay

1. She woke you at 2 a.m. because she forgot her key

2. She brought a local into your home without your permission who now knows the layout of your home and any valuables you have.

3. She rudely ignores your request for payment for the uninvited guests and fails to apologise.

Why haven't you asked Airbnb to cancel her booking. They will be able to see by your messages to her on the platform and payment request that she hasn't replied.

[Terence4]

@Helen19 fair questions.  I guess I wanted to give her the benefits of the doubt and I had messaged her.  As it was the weekend and I had solid plans it was hard to reach her.  Yes, now I know, I should have just knocked on her day before I left the apartment and ask her to leave or let her explain.  I failed here, sadly.  She left yesterday, a day earlier.  She then messaged me wanting the last night's pay back, said I would be unfair if I didn't reimburse.  I didn't accept, of course. 

[Cathie19]

Or @Ian-And-Anne-Marie0, where it is workable, charge for the early check in if the day before is free. Sometimes as hosts, we need to think outside our parameters. (This can be negotiated and work with me, as I don’t do same day bookings, and is with guests who are flying in.)

Eg.

Make it a positive se4bice: If they really want early access by a number of hours, then charge a half or quarter day’s rate with change of date reservation. They are then on the books... and you are receiving  monetary payment above board, for their preferred check in needs.

[Kelly149]

so many thoughts about this....

as is typical, it isn't really about the last straw but more about the whole interaction

books for one week - is communication good & kind & thorough for this?

alters to two weeks - no communication?

alters back to one week - no communication?

arrives to your home - is she communicative, please/thank you, acknowledging that she's your GUEST and she's in your HOME?

Then this traveling adult guest goes out into the world (until 2am!!), realizes that she doesn't have the key You Gave Her to let herself back into the house (how did she lock the door behind herself???), and her solution (at 2am!!!) is, "Hey, I know, I'll just wake up the people who were kind enough to let me stay with them!"

And not only does she think it's A-OK to WAKE YOU UP!!! But, while she's at it she'll hide a friend in the bushes and then bring them into your house! Where did this friend come from? A rocket ship from outer space?? Why did they not go back to her place?

The phrase that comes to mind in this instance is "a failure to plan on your part does not constitute an emergency on my part"

This gal should have slept in her clothes on the front porch before she woke you up, or barring that, if she HAD to wake you, she should have been utterly groveling when you stumbled to the door. As for me, I probably wouldn't have answered the door!!

One of the primary take aways from this story is that we should all develop the spidey sense and the conviction to say "you know, maybe we're not a good fit for you, how about you cancel and pick somewhere else to stay" Bc I"m pretty willing to bet, money or not, that @Terence4 would prefer that this guest had never crossed the doorstep in the first place.