How To Handle When There Are More Guests Than Expected as an Airbnb Host
BY MIKEL HUBBARD
FORMER HGTV PRODUCER | CO-FOUNDER, THE HOST CO |
OWNER, TIMES EIGHT PROPERTY & DESIGN
Your guest winds up with more people in your house than on the reservation. It happens! So what’s the best way to handle it?
Start by Giving The Guest The Benefit of the Doubt
Underreported guests but still within your policy: Did they book a house for 4 but there’s only 2 people on the reservation and two more showed up? They may not have even realized they needed to tell the host if the total number of guests doesn’t surpass the limit or simply slipped up on their guest count when searching. Expect that to happen regularly.
If that’s the case, you can confront the guest, but we recommend getting used to it. If you have a guest limit that you don’t charge extra for and they’re under it, consider it abiding by your policy because it’s going to happen… A LOT. If you need to gather every guest’s information for the city, go for it, but no need to risk a bad review by overreacting.
Are They Visitors?: Also know that your guest might have friends in the area who want to see the property (who doesn’t love to tour a cute Airbnb?) or they booked a house nearby and intend to sleep in another property. Be clear about a visitor limit in your house rules if that bothers you. It’s also ok to ask who these additional guests are if the total count goes OVER your max limit but remember, you’ve turned your house into a hotel so unless it would upset the front desk at the Hilton, it probably shouldn’t upset you.
If you do decide to confront your guest, have a strong case first. Once you’ve contacted your guest, they will know you’re aware of these extra guests probably because you are actively monitoring an outdoor camera or live nearby and are seeing it happen. Unless this is a clear violation of your rules, the guest will have cause to feel creeped out that they’re being watched. Possibly add a line to your house rules such as, “We do monitor our front door camera to ensure a max number of “x” guests. If we see more than “x” number of people enter the property, we will be contacting you to resolve this as it’s a strict violation of our house rules.”
WHEN THE GUESTS ARE DEFINITELY BREAKING THE RULES
When confronting them, refer to your “House Rules” on Airbnb
Politely inform them that their reservation was made for a specific number of guests and that additional occupants may not be accommodated due to county regulations or your house rules. If they owe you additional, charge them. And if you charge for extra guests, it’s always helpful to include in your house rules, “If we find you have brought more than “x” number of guests without permission or payment, you will be charged an additional “x” amount per guest”. This lets them know that there is a punishment for dishonesty and it comes at a price. If your guests claim to not be aware of the guest limit prior to booking, use your discretion whether you want to waive the additional penalties.
Make It easy to pay for extra guests: The big bummer with Airbnb is that after guests book, they aren’t given an option to pay for anything without the host having to send an invoice. However, if you have a Host Co store and give the guests the link prior to arrival, they may realize extra guests cost money and send you that in advance without having to ask. If it’s after you’ve caught them, this allows them to pay you without having to send them an invoice and follow up on it. The last thing you need after a confrontation is to babysit their invoice and make it your responsibility to complete the transaction.
Set Boundaries: If accommodating extra guests is not feasible or goes against your house rules, politely but firmly explain the reasons why. Emphasize concerns about safety, comfort, and compliance with local regulations. Offer alternative solutions if possible, such as nearby accommodations where the extra guests can stay.
Document the Incident: In case of disputes or issues arising from the presence of extra guests, document the incident by communicating with the guest through Airbnb messaging. Keep a record of all interactions, including any agreements reached regarding additional charges or accommodations. This documentation can serve as evidence in case of disputes or claims.
Extra Guests Won’t Leave? If the guest continues to violate the rules after a warning, it’s ok to contact Airbnb and ask the guest to leave. It’s your property and your rules so if you’ve clearly communicated with the guest in order to rectify the situation and they’re ignoring you, it’s ok to ask them to leave and deal with matter through Airbnb afterwards.
Leave a Constructive Review: After the guest's stay, leave a factual and honest review reflecting their adherence to your house rules and any issues encountered during their visit. However, remain professional and refrain from leaving a negative review solely based on the presence of extra guests, especially if the situation was resolved amicably. And ALWAYS remember if you are responding to a guest’s negative review due to a confrontation, be as kind, factual and brief as you can. The next guest may see your response and judge what kind of host you are on how you deal with negative feedback rather than your beautiful space. Putting a guest in their place simply isn’t worth jeopardizing your reputation and expounding on too many details may make you look like drama rather than right.