Post by High Priestess on May 30, 2016 22:13:28 GMT
Claire shared on NHF Jan 2015
www.airbnb.com/groups/content/content-102830
Extra guest question, need your advice
Hi there,
I'm hosting a studio that can accommodate 2 persons. And I noted on the house rule that "no extra guest sleeping over night is allowed, if you violate this rule, you need to pay extra fee $xxx/ time." Which might not be clearly indicating whether the 3rd person or anyone beside the guest who book the studio.
So The question is, I have a girl booked for herself- 1 person for stay, and she checked in alone. But now I found there is another guy staying at the house.
So according to my description, the price is for 2people. But she never mentioned there will be another person living in the room. I think I need to be responsible to the house safety and should be told rather I found it.
Would you please share your experience how did you deal with this situation? Will you ask the extra guy to move out or ask her to pay the extra fee or ...?
Appreciated!!!
Br,
Claire
8 comments
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Leah
Leaha year ago
I would tell her that she needs to approve the alteration that I am sending her via email, that now includes the extra guest fee (even better if you can do it together so you see it being done) or he cannot stay on the premises.
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Fleur, Dan and kids
Fleur, Dan and kidsa year ago
But Claire has said the price covers two people. So he really doesn't need to pay extra as the guest has paid for up to two. If it was a third person then yes she should send reservation alteration. The guest should have definitely said that two were staying but realistically she has already paid. The host does have a right to ask who the other person is though. This is just my interpretation of the situation though. I deliberately set my fees to one person and each additional person pays.
Leah
Leaha year ago
That's how her listing is too - can fit up to two but charges extra after the first guest, so technically, she still needs to send the alteration to get the extra guest fee.
Claire
Clairea year ago
Thanks Leah! Or can I just send her message that I'll take the deposit? Is that workable? Bcuz I'm not sure how to alter the price since she checked in already...
Reply Like 1 like Delete
Leah
Leaha year ago
In the website version, go to my reservations. When you are under her reservation, there is an alter or cancel button. Choose alter. It then gives you a screen to add the guest for the stay. This would also be the same tool to use if a guest wants to add or shorten a stay. Anyway, once you enter in a new guest, it will give you a new subtotal (verify that it is correct) then submit. It sends an email to the guest to approve. They can also ignore it and basically decline it too!! When it is approved, she will be charged the new difference and you both will get an updated confirmation.
Reply Like 1 reply•2 likes Delete
Leah
Leaha year ago
You will then get a new payout for the change too
Claire
Clairea year ago
Thank you so so much Leah! It's really useful. I'll try it then. Hopefully she won't get mad and leave a bad review...
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Deborah
Deboraha year ago
Yes, Leah gave good advice. You can't use a person's security deposit for this type of thing. Reservation alteration is the way to do it.
Guests sneaking in additional people is an EXTREMELY common problem, perhaps the most common problem of all for Airbnb hosts, it happens all the time, lots of forum posts about it, yet it is sometimes difficult to deal with because the guest will often lie and say that the person isn't really staying there overnight.
I suggest that rather than just prohibit extra overnight guests, you prohibit any visitors. Guests can always lie and say, "Oh, my friend is only visiting during the day, not staying overnight" and then if you aren't there watching, you will have a a hard time proving the extra person stayed overnight. So, I recommend making it abundantly clear that NO person is allowed upon the premises, even for just a few minutes, who has not been paid for in advance and their name given to you in advance at the time of registration. If guest violates the rule you just come in and tell the extra people that they have to leave RIGHT NOW.
Don't be afraid to confront guests who are violating your rules, worried about getting a bad review. You cannot let guests trample you just out of fear that by standing up to them you will get a bad review. Every host needs rules, and for all significant violations of rules there need to be consequences, otherwise there is no point in having rules.
Reply Like 5 likes Delete
Deb
Deba year ago
When a guest makes a reservation the default is for 1 person. Sometimes they forget to change it to 2. Might be an innocent mistake.
Reply Like 2 replies•1 like Delete
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I thought the default was for two? I remember going back into my listing and having to set it to one? But I could be wrong
Glenn
Glenna year ago
I don't think you can set the default to anything other than 1.
Claire
Clairea year ago
Dear all, thanks to all your answers and advices, it's been really helpful to me.
So I'd like to clarify the booking system that by default the price is for 1 person, if I put "extra $10 fee for extra guest" meaning I can charge $10/night for the 2nd guest, right? ( even I put "the house can accommodate 2 people"?
Am I right?
Thank you all again!
Claire
Reply Like 6 replies•1 like Delete
Leah
Leaha year ago
You are right and when one person books it for one person, they pay the nightly rate you have advertised. And when they book for two, they pay the nightly rate plus the extra guest fee.
Claire
Clairea year ago
Understood, thank you very much Leah!
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
Yep spot on as Leah says!
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
And I tried to do a 'dummy booking' on your listing too and yes you have got it set up correctly that you can ask for more money.
Claire
Clairea year ago
Thank you very much Fleur! I've written her message nicely to pay for the extra guest, and she apparently doesn't want to pay and said that they would rather to stay in a hotel if she needs to pay $100 extra. But what I feel is she doesn't respect the rule I wrote clearly on the wall. If she knows her friend is coming for few nights, she could discuss this with me before booking then make her decision, right?
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
Claire you are absolutely right. Do not be afraid of these people. I recently had someone try to screw me but I just kept my ground and didn't give in to them. I know it can be terrifying at first but you just need to be strong (but polite) with them. AND if they threaten you with a bad review then it breaches airbnb extortion policy and their review can be taken down. Everyone here is behind you. Just keep being firm.
Glenn
Glenna year ago
Hi Claire - I wasn't following your numbers until I changed the currency to CNY and everything made sense!
It sounds like you are headed towards a dispute resolution, so you should start getting your ducks in a row for that. You need to have everything in writing and thru Airbnb messages.
So, here's where I understand the situation to be:
1) You have written the Responsible Guest (the girl) and she doesn't want to pay.
- It wouldn't hurt to get some evidence of the Invitee (the boy) if possible. It sounds like the Responsible Guest admitted to bringing the Invitee into the Accommodation (your listing) and if that's the case, you should be okay.
2) Make sure you submit an Alteration Request online. This form can be confusing to complete sometimes, so follow the instructions at www.airbnb.com/help/article/848 to make sure you have done it the right way. You will end up recalculating the total for the whole Reservation which includes the additional guest fees and cleaning fee. Don't worry about the Airbnb's Service fee. That will get tacked on later.
Now here's the part where you have to decide how you want to resolve this matter:
- I'm not a big fan of direct confrontation with guests (especially when it's over money). The small financial benefit of the additional fee is not worth the risk of long term damage in a Review. Money comes and goes. Reviews are forever.
- Money collection is Airbnb's job, not mine. Hosts pay a premium to Airbnb to ensure the funds are collected, so I think Airbnb needs to make sure that happens.
I cannot tell you how many times I have thrown Airbnb under the bus for extra fees in situations like this. And it works every time.
When it comes down to it, get the Guest on "your side." Tell her that you will "get in trouble with Airbnb if they find out there were two guests who stayed instead of one." Don't go into any detail about how they might find out. Tell the Guest that you rely on the money from the listing and convince her you have *no choice* but to tell Airbnb or they will demote your listing and not send you any guests.
If you discuss the extra fees thru Airbnb messages and NOT in person, that's even better. You want to disassociate Claire the Host from the extra money the Guest will have to pay and lay that squarely on Airbnb shoulders.
By making Airbnb out to be the "Big Bad Wolf," you do two things:
- The financial argument shifts to being between the Guest and Airbnb. You have removed yourself from the dialogue and become a third party. Make the Guest feel as if you are only doing what you are supposed to do according to Airbnb.
- You have also shifted the Guest's negativity surrounding the financial argument away from you and therefore *away from possibly showing up in your review.*
It's highly doubtful you will get a positive review out of this Guest, but don't discount the possibility that she might not leave one at all. That's the ideal scenario for you here. Focus on making that happen.
You want the Guest to go home at the end of this experience and (at least for the next 14 days) not think about Airbnb or your listing. At all. Do NOT voluntarily leave a review for the Guest. Just wait and see what happens. You will get a notification if the Guest leaves a review for you and you can decide what to do then.
Chances are, the Guest is going to be afraid of what you will say also, and as a result they will say nothing, which is exactly what you want to happen.
Reply Like 1 like Delete
www.airbnb.com/groups/content/content-102830
Extra guest question, need your advice
Hi there,
I'm hosting a studio that can accommodate 2 persons. And I noted on the house rule that "no extra guest sleeping over night is allowed, if you violate this rule, you need to pay extra fee $xxx/ time." Which might not be clearly indicating whether the 3rd person or anyone beside the guest who book the studio.
So The question is, I have a girl booked for herself- 1 person for stay, and she checked in alone. But now I found there is another guy staying at the house.
So according to my description, the price is for 2people. But she never mentioned there will be another person living in the room. I think I need to be responsible to the house safety and should be told rather I found it.
Would you please share your experience how did you deal with this situation? Will you ask the extra guy to move out or ask her to pay the extra fee or ...?
Appreciated!!!
Br,
Claire
8 comments
Following
Like
Delete
Hide
Leah
Leaha year ago
I would tell her that she needs to approve the alteration that I am sending her via email, that now includes the extra guest fee (even better if you can do it together so you see it being done) or he cannot stay on the premises.
Reply Like 2 replies•2 likes Delete
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
But Claire has said the price covers two people. So he really doesn't need to pay extra as the guest has paid for up to two. If it was a third person then yes she should send reservation alteration. The guest should have definitely said that two were staying but realistically she has already paid. The host does have a right to ask who the other person is though. This is just my interpretation of the situation though. I deliberately set my fees to one person and each additional person pays.
Leah
Leaha year ago
That's how her listing is too - can fit up to two but charges extra after the first guest, so technically, she still needs to send the alteration to get the extra guest fee.
Claire
Clairea year ago
Thanks Leah! Or can I just send her message that I'll take the deposit? Is that workable? Bcuz I'm not sure how to alter the price since she checked in already...
Reply Like 1 like Delete
Leah
Leaha year ago
In the website version, go to my reservations. When you are under her reservation, there is an alter or cancel button. Choose alter. It then gives you a screen to add the guest for the stay. This would also be the same tool to use if a guest wants to add or shorten a stay. Anyway, once you enter in a new guest, it will give you a new subtotal (verify that it is correct) then submit. It sends an email to the guest to approve. They can also ignore it and basically decline it too!! When it is approved, she will be charged the new difference and you both will get an updated confirmation.
Reply Like 1 reply•2 likes Delete
Leah
Leaha year ago
You will then get a new payout for the change too
Claire
Clairea year ago
Thank you so so much Leah! It's really useful. I'll try it then. Hopefully she won't get mad and leave a bad review...
Reply Like Delete
Deborah
Deboraha year ago
Yes, Leah gave good advice. You can't use a person's security deposit for this type of thing. Reservation alteration is the way to do it.
Guests sneaking in additional people is an EXTREMELY common problem, perhaps the most common problem of all for Airbnb hosts, it happens all the time, lots of forum posts about it, yet it is sometimes difficult to deal with because the guest will often lie and say that the person isn't really staying there overnight.
I suggest that rather than just prohibit extra overnight guests, you prohibit any visitors. Guests can always lie and say, "Oh, my friend is only visiting during the day, not staying overnight" and then if you aren't there watching, you will have a a hard time proving the extra person stayed overnight. So, I recommend making it abundantly clear that NO person is allowed upon the premises, even for just a few minutes, who has not been paid for in advance and their name given to you in advance at the time of registration. If guest violates the rule you just come in and tell the extra people that they have to leave RIGHT NOW.
Don't be afraid to confront guests who are violating your rules, worried about getting a bad review. You cannot let guests trample you just out of fear that by standing up to them you will get a bad review. Every host needs rules, and for all significant violations of rules there need to be consequences, otherwise there is no point in having rules.
Reply Like 5 likes Delete
Deb
Deba year ago
When a guest makes a reservation the default is for 1 person. Sometimes they forget to change it to 2. Might be an innocent mistake.
Reply Like 2 replies•1 like Delete
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I thought the default was for two? I remember going back into my listing and having to set it to one? But I could be wrong
Glenn
Glenna year ago
I don't think you can set the default to anything other than 1.
Claire
Clairea year ago
Dear all, thanks to all your answers and advices, it's been really helpful to me.
So I'd like to clarify the booking system that by default the price is for 1 person, if I put "extra $10 fee for extra guest" meaning I can charge $10/night for the 2nd guest, right? ( even I put "the house can accommodate 2 people"?
Am I right?
Thank you all again!
Claire
Reply Like 6 replies•1 like Delete
Leah
Leaha year ago
You are right and when one person books it for one person, they pay the nightly rate you have advertised. And when they book for two, they pay the nightly rate plus the extra guest fee.
Claire
Clairea year ago
Understood, thank you very much Leah!
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
Yep spot on as Leah says!
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
And I tried to do a 'dummy booking' on your listing too and yes you have got it set up correctly that you can ask for more money.
Claire
Clairea year ago
Thank you very much Fleur! I've written her message nicely to pay for the extra guest, and she apparently doesn't want to pay and said that they would rather to stay in a hotel if she needs to pay $100 extra. But what I feel is she doesn't respect the rule I wrote clearly on the wall. If she knows her friend is coming for few nights, she could discuss this with me before booking then make her decision, right?
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
Claire you are absolutely right. Do not be afraid of these people. I recently had someone try to screw me but I just kept my ground and didn't give in to them. I know it can be terrifying at first but you just need to be strong (but polite) with them. AND if they threaten you with a bad review then it breaches airbnb extortion policy and their review can be taken down. Everyone here is behind you. Just keep being firm.
Glenn
Glenna year ago
Hi Claire - I wasn't following your numbers until I changed the currency to CNY and everything made sense!
It sounds like you are headed towards a dispute resolution, so you should start getting your ducks in a row for that. You need to have everything in writing and thru Airbnb messages.
So, here's where I understand the situation to be:
1) You have written the Responsible Guest (the girl) and she doesn't want to pay.
- It wouldn't hurt to get some evidence of the Invitee (the boy) if possible. It sounds like the Responsible Guest admitted to bringing the Invitee into the Accommodation (your listing) and if that's the case, you should be okay.
2) Make sure you submit an Alteration Request online. This form can be confusing to complete sometimes, so follow the instructions at www.airbnb.com/help/article/848 to make sure you have done it the right way. You will end up recalculating the total for the whole Reservation which includes the additional guest fees and cleaning fee. Don't worry about the Airbnb's Service fee. That will get tacked on later.
Now here's the part where you have to decide how you want to resolve this matter:
- I'm not a big fan of direct confrontation with guests (especially when it's over money). The small financial benefit of the additional fee is not worth the risk of long term damage in a Review. Money comes and goes. Reviews are forever.
- Money collection is Airbnb's job, not mine. Hosts pay a premium to Airbnb to ensure the funds are collected, so I think Airbnb needs to make sure that happens.
I cannot tell you how many times I have thrown Airbnb under the bus for extra fees in situations like this. And it works every time.
When it comes down to it, get the Guest on "your side." Tell her that you will "get in trouble with Airbnb if they find out there were two guests who stayed instead of one." Don't go into any detail about how they might find out. Tell the Guest that you rely on the money from the listing and convince her you have *no choice* but to tell Airbnb or they will demote your listing and not send you any guests.
If you discuss the extra fees thru Airbnb messages and NOT in person, that's even better. You want to disassociate Claire the Host from the extra money the Guest will have to pay and lay that squarely on Airbnb shoulders.
By making Airbnb out to be the "Big Bad Wolf," you do two things:
- The financial argument shifts to being between the Guest and Airbnb. You have removed yourself from the dialogue and become a third party. Make the Guest feel as if you are only doing what you are supposed to do according to Airbnb.
- You have also shifted the Guest's negativity surrounding the financial argument away from you and therefore *away from possibly showing up in your review.*
It's highly doubtful you will get a positive review out of this Guest, but don't discount the possibility that she might not leave one at all. That's the ideal scenario for you here. Focus on making that happen.
You want the Guest to go home at the end of this experience and (at least for the next 14 days) not think about Airbnb or your listing. At all. Do NOT voluntarily leave a review for the Guest. Just wait and see what happens. You will get a notification if the Guest leaves a review for you and you can decide what to do then.
Chances are, the Guest is going to be afraid of what you will say also, and as a result they will say nothing, which is exactly what you want to happen.
Reply Like 1 like Delete