If guests make a reservation

[Maria24451]

Hi,

If a guest makes a reservation for 3 people and comes one day with another person,what would you do?  Never told me they were having another person.

TIA

Maria

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[Vivek143]

Hi @Maria24451 - You mean extra person (3+1) or the other who is not verified one ? 🤔🤔

[Maria24451]

@Vivek143 The person that came yesterday.  The original check in was 2+ one infant. 

[Serena672]

@Maria24451 ciao Maria mi è capitato anche a me tanto tempo a metà del loro soggiorno e gli ho chiesto gentilmente il  perché. E dopo ci siamo accordati ed è stato pagato anche per l'altra persona purtroppo ci sono persone che ci provano dobbiamo essere noi pronti a controllare 

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Google Translation added by Community Manager:   

Hi Maria, it happened to me as well some time ago, halfway through their stay, and I politely asked them why.
Then we reached an agreement and payment was made for the other person too; unfortunately, there are people who try it on, so we have to be ready to check.

[Greystone0 · Accepted solution]

Hi @Maria24451  - 

this issue comes up a lot around here. - guest books for "X" and shows up with "Y, which is more than X".

you are not alone.

I think a few things lead to this:

- guest thinks that if you accept "4" that 2, 3,4 is all the same, so no need to update. Some hosts operate this way. Many, like us, do not.  So it is on our shoulders to communicate this idea. We follow up with each reservation asking them to confirm their stated occupancy - "you reserved for 3 adults, 2 children, no dog" is this correct? any changes upward need to be accounted for. I would say that about 75% of our guests do not have their occupancy accurate - they just left the default or they had multiple searches going and when they finally booked they didn't put this in correctly, or they booked 7 months ago and now a change is needed (we prompt for occupancy with each message) or some other nonsense.

- so now you have the example you are experiencing - what to do? Presumably you know this because you either saw them with your own eyes or your camera revealed this info. If you charge for this additional person and that info is readily available and knowable for this guest then you can  approach them if you wish. Otherwise, ask yourself what is the harm?  If there is harm, like you have a permit or regulation or they are being too noisy, then that is different. But if the guest count is within your regular occupancy and fee structure, I would just see how I can adjust future messaging to avoid future over-occupancy.

- and if you require that each adult be part of the AIRBNB reservation then you can make a statement to the booker to please add the additional adult, but for us, I would handle as noted above.

Just my thoughts and good luck!