New to AirBNB Guest... How to handle this situation

[Stephanie365]

I have a guest who sent a request to book.

His booking was for 2 nights, (Tues/Weds) but he wanted to stay for 3 so could I let him do a late check out. Really late. Like Friday morning. 
He said he tried to book for 3 nights but it wouldn't let him so could he just stay the 3rd night for free?

Well, that's because I have a guest coming Thursday night. So no, not possible.  He said he would leave Thurs AM and that would be fine and confirmed the check out time. I told him he would not be able to stay past check out time because I have to get ready for my next guest who is a longer term guest.

He had 1 person on the reservation. I asked him to confirm it was just him.
"Yeah, pretty much. My friend might want to come by and maybe I could show her around. She will probably come pick me up."

I explained that no unregistered guests (visitors) are permitted in my home due to AirBNB policy and my insurance. But she could certainly come pick him up.  My space is a guest suite in my home so I really don't want anyone not on the reservation in my home.

He then sends me a message asking how to add TWO people to the reservation. 
I explain that my place only holds 2 adults so that wouldn't work.

He says he wants to invite 2 friends for breakfast the morning he wants to check out and doesn't want them to be "unregistered guests". 
I feel he is really pushing the envelope beyond what my place provides and by allowing his friends on the reservation, it would give them rights that I don't want them to have and create obligations on my part that I don't want to have.

I'm struggling with a polite, professional way to say, "No". 

Ideas?

[Linda108]

@Stephanie365  Such a lovely guest suite!  Perhaps I am not understanding the issue correctly, but according to your rules, the guest can add visitors to the reservation for ID purposes if done in a timely manner.  Is that what your guest is trying to do?  He might be using the wrong language.  Anyway, I can understand that a guest in a self contained suite might want visitors to come in briefly and it appears you do as well, but you have a good procedure for accomplishing that.  Just a thought.

[Stephanie365]

@Linda108  Yes, I can take ONE other adult guest. He wants to book TWO additional guests so they can come to my house for breakfast the morning he is scheduled to depart.

I don't want him bringing his friends to my house. I'm looking for a polite, professional way to tell him I don't want to add his friends to the reservation. He says they would just be coming for breakfast, but if they're listed on the reservation, that gives them the right to stay at my place for the entire booking and increases my obligations as a host.

[Linda108]

In your rules you state, "Due to my insurance requirements and AirBNB Host protection policy, anyone entering The Olde Derby Place must be listed on the reservation. To this end, please make sure all guests (including any visitors) are on the reservation before 10:00 AM the day you are scheduled to arrive and IDs provided."

Apparently you do allow visitors according to this rule, so perhaps you can repond by quotimg this rule and adding further clarification about this rule.  That keeps the response in neutral territory avoiding a demeaning response.

[Mary996]

Oh gosh well observed @Linda108 

Defo need to urgently change your rules @Stephanie365 

[Emiel1]

@Stephanie365 

You are a superhost with 100 reviews.

So you should recognize this guest is playing games with you.

He booked 2 nights for 1 person. So no extra free night or extreme late checkout, and no adding of extra guests above your limit. If this does not suit the guest, he has 1 option left: he can cancel his reservation.

[Stephanie365]

Oh, I already shut him down right away on the free night. I know that game. I don't let anyone stay late.

As he is a first time AirBNBer, I'm just looking for a polite, professional way to decline his request to add his friends to the reservation. I keep typing out responses and they wind up being extremely sarcastic and unprofessional. I'm just looking for help on phrasing how to say "NO" without sounding like a complete b*tch. 

I have NO intention of letting his friends come to my home. 😉

[Mark116]

@Stephanie365  I would say something like....I'm sure you can appreciate, that a home share host will generally have more rules than  a hotel or an entire place to help ensure everyone's safety and well being.  The rules have been put in place so guests/hosts have positive experiences.  The listing states that there is a maximum of two guests and no extra visitors [assuming that is correct], and that is all that can be accommodated.  Something along those lines.

[Sarah977]

@Stephanie365  This guy seems really dense.

I would say something like "XX, I'm having a hard time understanding why you keep trying to push having others over when I have told you that is not okay. You need to respect hosts' maximum guest counts and rules about visitors, rather than trying to get exceptions made for yourself.

I would suggest that you make arrangements with your friends to meet them for breakfast at a cafe or elsewhere after you check out. If this doesn't suit you, then I suggest you cancel this booking."

[Christine615]

He can take them to a restaurant or meet them there. He agreed to the rules. 

Say, “ unfortunately I’m unable to accommodate your request. But I can recommend dome nice restaurants nearby.”

[Mary996]

Perfect @Christine615 

And skillfully put forward x

[Kelly149]

often, people want to argue with a 'why', therefore, it can be simpler to simply say "no, I'm sorry, that's not possible"... if they get fussy after that, it can be "of course we understand if you'd prefer to stay elsewhere"

[Mary996]

Hi Stephanie @Stephanie365 , I was wondering about your decision on this one? 

Thank you for posting as your quandary was useful to appreciate. I also found the tip of asking, not only for the names of prospective 2nd guests, but also for their ID. Have you had any resistance to this?

[Stephanie365]

Well, I told him I would accept one extra person on the reservation, but not two. He messaged me back and said his female friend's boyfriend didn't want to come. After his stay, I know why.  

it turned out to be exactly what I suspected, but I didn't want to assume, so I didn't mention it. He added the female "friend" to the reservation.  She stayed the entire time, including overnight. I wonder what her boyfriend thought about that? 🤔



@Linda108 , yes I allow visitors up to the capacity of my home, which is two. So if I have a single person booking and they would like a friend to come by, they can put that person on the reservation. I will not take a reservation over capacity.