change to a booking - adding a baby

[Nicky253]

We have an upcoming booking made some time ago for 6 adults - plus they mentioned in passing - likely a 3 year old.  I messaged them earlier in the week to find out about the 3 year old and that our house is not set up for toddlers (however I didn't add in our listing no children) and to let them know we have open kitchen cupboards etc.  She then replied...... yes 3 couples. Plus Elliot who will be closer to 4, and they have a new baby, who doesnt move yet (3 mths)....  She did not add the toddler or the baby to the booking and i now not only have to get the house ready but also remove all precious items from low levels due to toddler.  When I called Airbnb they said that as I did not specify in the listing "no kids" that i would be charged a cancellation fee if I decided to cancel the booking.  

I've messaged the guest to ask if she could amend the booking to add the 4 year old to the booking but have had no response.  That was 2 days ago.  I don't want to host these guests anymore - any suggestions?  

[Alicia753]

Hi Nicky,

You’ve already communicated your safety concerns about hosting a toddler and a baby, but the guest hasn’t updated the booking to reflect their presence. Reiterate the need for transparency in guest numbers due to the safety risks, and if they don’t respond, escalate the issue with Airbnb, citing the unsuitability of the home for young children.

From Airbnb’s policy, while infants (under 2) may not count as extra guests, children should be added to the booking. Ensure you document all communication for Airbnb support.

For future bookings, you can update your listing to mention specific restrictions related to child safety and suitability, which will provide more clarity to potential guests. Additionally, you can request to cancel the reservation due to house rule violation given that it has been disclosed on your Airbnb description and houserule.

I hope this helps.

All the best,

Upfish Management

[Nicky253]

@Alicia753 Thank you very much - appreciate your prompt and succinct reply.  Will action now.  

[Helen3]

You can send the guest an amendment request to add the child to the booking if you have a bed for them to sleep in @Nicky253  and you want to accommodate the guest.

Or Confirm to the guest that you don't have any facilities for infants so she will need to bring any equipment such as cot, high chair, bedding etc and that are no stairgates at the property and would  have told her this if she'd advised you about the infant before she booked.

you can say you'd be happy to provide a full refund as you don't think your listing is appropriate for their stay 

if she insists say she needs to go in and amend the booking to add the child and infant if she wants to continue with the booking 

[Frances3408]

@Alicia753. Alicia, my understanding is that infants count as a guest, you just cant charge for them. Did Airbnb change this policy?

@Nicky253, depending on which place they are staying in, I would try to cancel (if you want) on the basis that it may exceed the maximum capacity (is it the one with 7 or 8?).

Last year I had a request for 4 adults, 2 kids and 2 toddlers, which was 2 over my 6 capacity, even though she tried to argue she was able to book for this many so it must be ok (thank you Airbnb!). I said no room (its a tiny cottage and third bedroom is bunks and no room for a cot in 2 of the 3 bedrooms anyway). Luckily I dont IB and I was able to head this one off early. There was even an option when I declined to say it was over capacity.

If you want to cancel them I'd argue that it exceeds my insurance policy capacity numbers. We have strict emergency laws for guests, so like hotels we need to be able to advise authorities exactly how many are staying.

[Frances3408]

@Alicia753@Nicky253 . Apologies as I think AIrbnb has changed its policy or booking parameters on infants since last year because I just received a request for 2 adults and an infant and it says its a 2 guest request. So despite my 2 guest limit (and I do also have a no guests under 18 rule at that property for a variety of valid reasons) I declined them. We'll see if that gets me into trouble 😉

[Greg2406]

@Frances3408 

Shouldn't get you in trouble.   The limit is what you decide to set it as in your property.  As others have mentioned, host of issues from safety to insurance.    The no guest under 18 rule, we just make the booking age minimum to 28, but if guests want to bring their young adults with them, we put a statement in the HR's that states that the guest responsible for the booking may not leave any unattended individuals under 21 on the property at any time.   

[Joelle43]

Hello @Nicky253 

Just to add to everyone's great advice, a word of warning;  I have ticked the two boxes that my listing is unsafe for children between the ages of 0 to 2 years and between 2 and 12 years and yet I still get booking requests from parents who want to stay with their young children.

So just be prepared that even if it's noted, the algorithm still throws up your listing to families which always leads to uncomfortable messages between you and the parents who are completely baffled that Airbnb would waste their time like this.  Also puts you in a position where you have to use the refuse button through no fault of your own and too many refusals reflects badly on the host.

I did make an exception for a young couple with a 2 month baby.  Not a security concern at that age but a total different story with a 4 year old who.  If they include this toddler, will this take them over your maximum head count?

All the best

Joëlle

[Nicky253]

Hi @Joelle43 - you know I noticed that too as I managed to get out of the booking with the children.  It's listed again and I wouldn't be surprised if the guest is mightily annoyed.  Airbnb need to make the necessary changes don't they?  

Thanks so much for your replies - to you and everyone - super helpful.  

[Joelle43]

Hello @Nicky253 

Yes they do and you'll see that this topic is one of my pet subjects along with the lack of filters for guests to find a listing that corresponds to their wishes!  Give regular feedback to Airbnb but no luck yet😉

It reflects badly on us but also on Airbnb.

Nice chatting with you and glad to see that someone else agrees😊

[Greg2406]

@Nicky253 

Take lots of photos prior and after the booking.  If they bring more individuals than is on the reservation, ABB CS should require them to them to make the change. 

Does your property have a mandatory insurance damage policy?   Completely refundable to guest should there be no damages. 

[Bhumika]

Hi @Nicky253 , did you hear back from the guest later? Or send an amendment request to the guest as host Helen suggested below?

We look forward to read how you dealt with this booking. Do you have any tips that you'd like to share with our hosts based on this experience?

[Nicky253 · Accepted solution]

In the end Airbnb canceled the booking as it is what she wanted.  I was disappointed she implied I was in the wrong although she was the one who never disclosed the children.  Airbnb didn't charge me penalties and they refunded the guest in full.  Thank you for everyone for their feedback.  I feel airbnb have a lot more work to do and I'm very annoyed they now charge hosts fees if they feel they need to cancel a booking due to potential bad guests.  

[Bhumika]

Thank you so much for updating us and sharing your feedback @Nicky253. I'm glad to read that it was cancelled penalty free.

I’m also tagging@Greg2406 @Joelle43 @Frances3408 @Helen3 and @Alicia753, so they can read your thank you note, as they shared their support earlier in this thread.

Thank you everyone for your wonderful support for @Nicky253 🌻