Rule violation

[Melissa2213]

My co-host and I are new to Airbnb and have run into our first rule violation (guest having more people stay than our maximum occupancy).  We understand that sometimes things happen and a friend might meet you on your vacation, but we were curious to what types of actions we could take if it becomes a problem. Not sure reporting them and making a big deal out of it is worth it, but would also like to protect ourselves. 

[Mike-And-Jane0]

@Melissa2213 Its probably not worth doing anything as a bad review will damage you and Airbnb hasn't yet got the hang of what is a retaliatory review.

Best thing going forward is to confirm numbers when the guest books and have a rule say no booked guests can stay (overnight ?) in the property.

[Ana2038]

I agree with @Mike-And-Jane0 , that you clearly need to state only registered guest allowed on/in property. We are on-site and have security cameras around the primary residence (not on the listing itself & yes, it is disclosed per Airbnb guidelines). Haven’t had an issue with unauthorized guests since we added the registered guest only policy.

[Joan2709 · Accepted solution]

Hi @Melissa2213 , @Mike-And-Jane0 have offered very good advice. Best to head of the problem up front when they book. When guests book, be sure you confirm the number of guests in a message to them. Something like:

"Welcome! Thanks for choosing to stay with us! Your booking is confirmed: 3 adults, 1 child, no pets. Please note all guests (including children) must be listed on the reservation."

Additonal House Rules

I agree with @Mike-And-Jane0, add to Additional House Rules -  "No unregistered guests/visitors" You could add a fine for unregistered guests.

Now you have House Rules about unregistered guests and a documented message to the guest that all guests must be listed on the reservation. If you were to then catch someone bringing in extra guests not on the reservation, you could try sending a resolution request for the addl guests. Be sure it agrees with the fine you have set in your House Rules. Then if they post a retaliatory review, you can request Airbnb remove it. It would be based on the fact that guest broke your house rules and posted a retaliatory review because they were caught and fined.

Proof Guest Broke House Rules

You'll need proof of the unregistered guests (video camera footage). Be sure you have your camera disclosures on your listing though, guests could then complain you have undisclosed cameras or cameras in "private spaces." I noticed your camera disclosure under Guest Safety doesn't have the required location of all cameras and whether they actively record (motion sensing; like a Ring Video doorbell) per Airbnb policy (there is a little "edit" box where you enter this information). You might want to add that.  Airbnb has very strict rules about camera placement and proper disclosure.

Informing Guests About Security Devices

https://www.airbnb.com/help/article/2914

[Melissa2213]

Thank you @Mike-And-Jane0 @Joan2709 and @Ana2038 This is all great advice . I am going to make sure to change my confirmation message to confirm number of guests and have already updated locations of cameras. 

[Basha0]

@Melissa2213  I have guests now that have one extra guest. I am not making a big deal of it as it is a 13 year old as when I let her know I was aware she confirmed. Hopefully my home looks decent when they leave tomorrow!