Unauthorized guests

[Shivya0]

Hi,
I have a booking for 2 adults and an infant but it turned out that 2 adults, 2 children, and 1 infant checked in.
We only have accommodation for 3 people max. Also, we charge extra for the third person per night basis. 
Neither did the guest pay for 2 unauthorized people but also refused that she did not make the booking but her sister did. 
I felt violated and this raised some security concerns for me. When I asked Airbnb what if the guest refuses to pay?
There was not much help as Airbnb said they will try to communicate & educate the guests and cover only up to $200 of the charges. 
I am very confused now as this is not the proper solution. What if I encounter other such guests in the future? Is this even secure?
Please share your thoughts on this. 

Thanks & Regards

[Kitty-and-Creek0]

@Shivya0 

That's so uncomfortable! 

It seems to me that this is a 3rd party booking, which you would not be obligated to honor, imho. This family seems to not have read the rules or to understand the limits of your hospitality and your home. You did not say low long they planned to stay, but it would seem they would best be rehoused. This is definitely not what you signed up for

[Shivya0]

Thank you for your reply @Kitty-and-Creek0. They are staying for 3 nights. Will be checking out day after tomorrow. I have tried calling out to airbnb 4-5 times today. No proper help is provided. Also when I confronted the guest they were not willing to pay. I have mentioned clearly in my check in instructions as well but they guest is too stubborn. Being a host I feel that there is not much you can do.

[Kitty-and-Creek0]

@Shivya0 

I've not been in this situation, thank goodness. Considering the stress you've ended up with, through no fault of your own, and against your rules, I am thinking hard about how I'd handle this. Definitely not comfortable, no matter what. For me, allowing them to stay would be impossible, and having to enforce my boundaries, at the front door,  would be an enormous amount of stress. You deserve some sort of medal, and I hope someone comes to your assistance today. Do keep us posted on the outcome. 

[Debbie210]

Do you have dated, pictures of how many people showed up?  Camera footage? 
Your guest will probably leave you a bad review as well. 
Keep calling Airbnb CS and try to get to someone who knows how to handle this situation. 
good luck. 

[Shivya0]

@Debbie210  I have already  submitted all the footages and  whatever asked last night.

every time I call they say they have escalated my case to another team with no proper follow up so far. 

[Gifty5]

@Shivya00 

After experiencing a recurring problem with guests not reading important information such as house rules, extra charges, or instructions, I've come to realize the importance of thorough documentation and taking proactive steps to address these issues. To handle such situations effectively, I recommend the following steps:

Detailed Documentation: Make sure to have all necessary information, rules, and instructions clearly listed in your Airbnb listing and communication with guests. This includes any additional charges or policies for certain situations.

Video History: Whenever possible, record video documentation of the property's condition before and after each guest's stay. This can serve as evidence in case any issues arise, such as damages or disregard for house rules.

Prompt Communication: Stay in touch with guests before and during their stay to ensure they are aware of the guidelines and to address any questions they may have. Use Airbnb's messaging system to have a record of all communication.

Escalate with Airbnb: If you encounter a guest who disregards rules or causes issues, promptly contact Airbnb's support team and provide them with documented evidence of the situation. This could include photos, videos, or messages showing the guest's behavior or refusal to comply with rules.

Be Persistent: If your initial attempts to resolve the issue are not successful, don't hesitate to follow up and reach out to Airbnb multiple times if needed. Keep calling and communicating until you find a representative who understands your concerns and is willing to assist you.

Community Support: Engage with other Airbnb hosts in online forums or local host groups to share experiences and seek advice. You may find helpful tips or learn from others who have faced similar situations.

Continuous Improvement: Regularly review your listing, instructions, and rules to ensure they are clear and concise. If necessary, make updates based on past experiences to avoid similar problems in the future.

[Shivya0]

@Gifty5  Thanks for your response. I am in a position where I can check all the points you have mentioned. Not even a single point I can improve here. The thing is sometimes the customers are very smart and knows how to make their schemes work. I have clearly communicated all the rules. It’s just that guest is playing ignorant here. Today shockingly she just simply refused that she is not the one who made the reservation, its her sister. Until last night she was the one. 

[Ross869]

If you start a claim through Airbnb they should charge the guest. Additionally maybe think about getting a ring camera on the front door, it adds to the security of the home and you are able to see guests check in, and any additional guests if you are geographically separated. Just a thought. 

[Shivya0]

@Ross869 I already have the cameras installed that’s why I was able to figure the situation out. I have opened the request for the money and as the guest has the right to refuse to pay. Then airbnb won’t cover much. 

[Ross869]

Sorry to hear, I think you will get a lot of good advice in this thread.