Is this a problem?

[Kelly2193]

The reservation was made by one person (Nancy) and she arrived with an additional person. She added the second person so he could get messages. She then left the next day and he has stayed. I also reduced it back down to just one person because there was only one person staying. The person that is there is not the person who made the reservation. It is her plus one guest. One night he had two friends stay over. Another night there was another friend who stayed over. He has also smoked on the premise outside, which is not allowed. I don’t know if I have any right rights to the fact that the person who made the reservation isn’t even staying there. (I@she said she had to fly home). It is her significant other who’s staying. Also how do I charge for the extra people. He has been covering up the doorbell camera. And now it appears to be off-line. 

[Joelle43]

Hello @Kelly2193 

Have you contacted the principal booker Nancy to voice your concerns about her +1 guests behaviour???

If this guest was added to the reservation, then they can see the message.  

In my house rules that I send to guests, I state that the main booker must be there for the duration of the stay and that only those booked are allowed to stay overnight. 

[Kelly2193]

Hello,

Thank you for your response. That information is very helpful and insightful. I’m going to be adding that language and restriction to my booking guide. I love the idea that the booker must stay for the duration. And that those who are booked are able to stay overnight. Thank you so much for your suggestions.

[Helen3]

Hi @Kelly2193 

what a horrible situation. 

I wouldn't have accepted only one guest staying who wasn't the person who booked .

Nor would I have allowed two additional guests to stay who were not on the booking 

if you charge per person you can raise a request with the person who booked for the additional people who have stayed.

I would also tell the person who booked her guest needs to uncover the camera immediately and stop smoking on the premises or you will ask Airbnb to cancel the booking. Sounds like he's doing this to hide who is staying and that they are smoking. 

sorry but I don't think the guest who booked had any intention of staying . 

if Airbnb cancel the booking I would go to the listing at the agreed check out time to check the condition of the property and ensure the guest has left . 

[Kelly2193]

Hello, thank you so much for your response. Yes I have addressed the concern that I will let the booker know as well directly. I love the idea that only those who are booked. Can’t stay without prior approval. Thank you so much for your suggestions.

[Joan2709]

@Kelly2193 

Amongst their other things these "guests" have done against Airbnb policies, tampering with the camera is directly prohibited by Airbnb. 

Contact Airbnb and provide the video footage of the guest doing that:

Tampering With Security Devices

https://www.airbnb.com/help/article/3053

What were this guests reviews like?

I advise my clients who are new Hosts NOT to use Instant Book. I suggest you turn that OFF and choose Request to Book instead. At least you can take a look at their past history and decide if you want to accept or not and ask the guest questions before accepting (or declining) a guest.

[Kelly2193]

Yeah, I have footage of everything. I have contemplated directly messaging her specifically to the behaviors. But I did loop in resolution team and they have reached out. Hopefully it resolves itself. But I’ve definitely learned some valuable lessons. Thank you so much!

[Joan2709]

@Kelly2193 

I would not let on to her about the issues, as she could easily write a retaliatory review. Wait until she writes her review of the stay, or the 14day review period is about to expire. 

Be sure to write an honest review of this guest to warn future Hosts. I would mark down starts to 3 for communication and 2-3 for House Rules (unregistered guests, camera tampering. Just say you cannot recommend this guest to other Hosts as important House Rules were broken. Don't get too specific.

[Joan2709]

@Kelly2193 

Keep in mind if Airbnb has already contacted this guest in your behalf, I would expect a negative, retaliatory review. These days it is difficult to get those removed, even with all this evidence.

This issue stems from Airbnb’s implementation of a poorly developed AI system to handle review disputes, introduced earlier this year. Despite numerous documented cases where the system violates Airbnb’s own written policies, the company has failed to take corrective action. The resulting harm to Hosts is significant and cannot be overstated.

The latest suggestion is to submit your review removal request only once through the automated system. Then if denied, contact Airbnb CS to escalate instead of submitting again a second time in the automated system.

I recommend that Hosts:

1. Turn off Instant Book and screen their guests thoroughly
2. List on other platforms 
3. Consider a direct booking site
4. File an Arbitration claim against Airbnb under their Terms of Service for not upholding their own written policies
5. Continue to escalate the case with Airbnb for removal

Arbitration Claim (U.S. Hosts)

https://www.airbnb.com/help/article/2908#22

To be fair, some negative reviews are deserved and should not be removed. However, the vast majority I am seeing posted about in the CC are clearly retaliatory reviews by guests that should be removed in accordance with existing Airbnb written policies.