I recently rented my house to a person who reserved for 5 people. Our house has a maximum occupancy of 8 (by city short-term permit law), and we charge $50 per guest, per night for each person after 5.
We discovered via our Nest outdoor camera, that 15 people stayed at our house. That is 10 over agreed reservation, and 7 over law limit.
We contacted the Resolution Center, provided proof, time-stamped video, and pictures.
We received the following resolution:
"Unfortunately, S— is not willing to pay the extra Guest fee and I cannot just take the money out of her pocket.
But, with that being said, I have talked to my team, and we have agreed that you are entitled to that money from S—. But since she is not willing to pay it we have agreed to give you the maximum our system will allow us to issue of $300USD."
Here is my issue… Airbnb is allowing the renter to NOT pay additional fees and have us the homeowner eat the cost? How is this even possible? The renter blatantly disregarded Airbnb policy and ours, and yet she has the right to say, I don’t want to pay and walk away? We are not allowed to use the security deposit for this either…
Has anyone else had this happen before?
Any advice would be appreciated as I am about to flip my lid…
Thanks in advance.