My guest wants a free Night?

[Shirley681]

I have a guest who has booked to stay for 17 nights in July. A few days ago they messaged to say they had booked their flights and arrive the night before their booking. The message from them says that they miscalculated when they bought the flight and they'll be arriving a day early. They ask if this will be a problem or would i prefer they take an extra day. I feel frustrated that they are putting me in a situation, if I refuse to accept them a day earlier and force them to change their dates, is it a bad start considering they will be living with me for 17 days?  Any advice / thoughts appreciated.

[Vivek143]

Hi @Shirley681 

You’re right to feel put on the spot—but don’t absorb the guest’s mistake. Handle it firmly and professionally.

Key point: This is their error, not your responsibility to fix. If you bend too much now, it can set the wrong tone for a 17-night stay.

Actionable approach:

Do not accept informal changes via messages

Tell them clearly: any date change must be submitted through Airbnb

Only approve if:

The night is available

It’s at your normal rate (no obligation to discount)

Firm but professional reply: “Thanks for letting me know. I can only accommodate an extra night if it’s available on the calendar. Please send a reservation change request through Airbnb for the additional night, and I’ll review it. Otherwise, the booking remains as confirmed.”

If you don’t want to host the extra night (or it’s unavailable): “Unfortunately I’m not able to accommodate an earlier check-in. Your reservation remains as booked, and you may want to arrange accommodation for that night.”

Why this matters (Airbnb best practice):

Keeps everything on-platform (protects you)

Maintains your pricing integrity

Establishes boundaries early (critical for long stays)

Mindset shift:

You’re not “starting off badly”—you’re setting expectations. Guests who respect clear boundaries tend to be better long-term stays.

Let me know if it helps 👍🏻.

[Shirley681]

@Vivek143 I just messaged him using your suggestion. Thanks for your help.

[Vivek143]

Perfect @Shirley681 ! You can reach out to me directly, if you get stuck somewhere or a suggestion is needed ! 😊😊

[Christine2602]

@Shirley681 

Bonjour 

Ben voyons !

@Vivek143 a tout à fait raison.

Vous avez le choix. Rien ne vous oblige.

D'expérience et beaucoup de témoignages ici quand les demandes, passe droits commencent avant même le séjour, ça continue pendant. Vous avez cédé une fois pourquoi pas encore.

17 jours c'est très long.

[Google translation]

@Shirley681

Hello

Well, of course!

@Vivek143 is absolutely right.

You have a choice. You're under no obligation.

From experience, and many accounts here, when requests and special treatment start even before the stay, they continue during it. You gave in once, why not again?

17 days is a very long time.

Christine
Good humor is contagious

[Shirley681]

@Christine2602 Thank you for your message, Yes I used Vivek's suggested reply.

[Shelley159]

If someone wants an extra night, that's a night that you could've sold to someone else.The booking is only in July - there's still so much time for it to be sold. Plus, I think it may be a busy time for you in London? A free night is quite a tall order.

I would explain that I try to sell every night and then offer them a reduced rate (long stay discount) if they want to add it to the existing booking. So I wouldn't just say no, I'd give them an option to book it cheaply by amending the Airbnb booking.

Keep in the back of your mind that these guests may perhaps be slightly problematic, so you'll have to assess your position if there are more demands. Keep thinking strategically each time ...

[Shirley681]

Hi @Shelley159 ,

Thanks for your reply. I used Vivek's suggestion telling them to go through the app. It's nice to get other opinions. Shirley

[Shelley159]

@Shirley681 Yes agree always through the app when a date change is requested.

If the guest initiates it, it quotes the rate from the calendar and you need to approve.

If you initiate it, you can decide if you want to first manipulate the price and the guest needs to approve.