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I have these new guests. They have booked the apartment as a total of 4 guests. My smart bell records who goes in and out of the apartment and I can see that they are total of 5 guests.
I am not pleased at all because I feel that the booker tried to cheat especially since it makes a difference in the price and now I cannot trust her. dont want such people in my flat.
I wouldnât assume that they are terrible people. If you really want them out you should contact Airbnb and indicate that you want them out for flaunting your rule. Airbnb is apt to ask you to speak with guests and request the additional fee before canceling/kicking them out. So you may want to talk to the guest or message them with the facts and ask for the additional fee and reassurance that they will comply with all your home rules/policies. If you have a verbal conversation, document it in the Airbnb message thread. Hopefully the existence of your camera is noted in your listing or you may have another problem. If the guests refuse the additional fee or display other behaviors that disturb you, then you may need to contact Airbnb. My bet is that the guests will claim the guest was a last minute addition and they âforgotâ that they had booked for 4 or even that one did not stay overnight. Good luck!
thank you Christine for your quick response. I will take your suggestion and talk to the guests. I did confront them by text that from my smart bell I noticed more guests than in agreement. ( Yes the smart bell is mentioned in my booking ) and, voilaâ, they said that it was a last minute arrangement and that the guest only came for the week-end I will ask for the additional fee and move on from there. Thank you again.
Yes they can add guests if they discuss with me, why not? My apartment can sleep 7, If the original booking is for less and they do ask to add guests, why not?
I might need help with this please.
I followed your suggestion to go through help website and ask for additional funds. However I got stuck here
I did message the guest : Hi xxxx , I refer to out recent conversation on whatsapp and that there has been an additional quest at the place. Please note that this requires the booked number of guest to be changed to 5 and also involved additional payment. Please let me know asap if you agree. Thank you.
First, itâs best to have all communications on the platform.
Second, at this point either wait to hear back for them to agree OR say that (you need to edit any numbers) âGiven that there is one additional guest for 7 nights at an additional guest fee of $20/day, that is an additional charge of $140, which I will submit to Airbnb. Please agree to that when prompted by Airbnb.â
Thatâs how I do it. As 'extra services". Maybe more experienced Hosts have other suggestions.
Re platform communication, I do that as much as possible, but when it comes to sending location pin , can you do that through airbnb messaging system (other than the long coordinates) I usually send this on whatsapp and it starts from there.
I sent a message about the fee about 3 hours ago now and she has not responded.
But you do need sometimes to communicate off platform I might explain why, with âI want to provide you with this location PIN, which I cannot do on the Airbnb platform. Any questions or discussion will continue on the platform.â
That way you and Airbnb have a record of what is said sofar as practical.
First decide the outcome you want. You are in charge and Airbnb will be on your side since the guest broke your rules. In your initial message you wanted them out because you donât trust them. I thought that sounded totally reasonable and have had Airbnb rehome guests in the past. But below, you indicated that you have messaged the guest to pay for the fifth unexpected guest. If you are okay with them staying as long as they pay for the fifth guest, thatâs also your prerogative.
In the past, I have messaged guests but, if no response, I will call Airbnb right away and have them contact the guest. The guest cannot ignore your message and, I would hope, wonât ignore a phone call from Airbnb. Good luck!
Itâs true, I had a change of heart, I still donât trust them completely but I was willing to give them a second chance, mainly because of the outcome of things.
Once confronted they admitted the fault and then I decided that I donât want to be too hard on them. Had they started this case in denial, it would have been a different thing.
I have now started a resolution and it should be in the hands of Airbnb.
Airbnb gave me a call this morning. They asked me to send them screenshots from my smart bell showing 5 people accessing the apartment. also asked for a screenshot of their whatsapp message where they admitted that there was an extra guest. It should be in their hands now.
Let me tell you what Airbnb support told me on the phone.
They asked for some proof and the screenshot of whatsapp message was enough. At the same time they also communicated with the guest. They asked me to retract the âresolutionâ, I think, because it was for the wrong request amount which they said they could not change. I did not agree to that. They made a request to the guest for the correct amount to be paid for the additional guest by sending a link to pay the additional guest fee and now we are just waiting for the guest to respond. They also asked me to âreach out to guest to follow up for the payment.â