Guest showing up with more people than booked

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104 comentários

  • Avatar
    Katerinka12

    Hi Richard,

    The Airbnb insurance is an one big lie. While it makes huge and very impressive self marketing and advertising, the only person, who suffers... Is you, the host.

    While you are living in the world of dreams thinking that in case the guest will damage anything, Airbnb will pay.... It's other way around. Knowing that there is big insurance fund the guest becomes even more irresponsible. It makes a person easier to steal or destroy thinking that the owner will be paid anyway.

    Do you know the rules of Airbnb on how to claim the damages? They simply do not work in real life. In order to get refund, you must NOT accept any other guest after the check out of suspect.

    So what will you do with the next reservations? Let's presume you will cancel them all. Cancelation penalty is 100 dollars per booking. So, if Airbnb takes 14 days to give you their sole answer that could be "no" without any explanations, 14 canceled reservations will cost you 1400 dollars! Without any guarantee you will be paid at least something for the damages.

    Needless to say what will happen to your profile after cancelations... By the way, I hope you understand that saying "you" I mean any host... Including myself :)

    As per your personal situation... It's even more disadvantage in terms of relying on the Airbnb insurance fund. As I understand you have a guest house (BnB), so any guest if asked if he stole something will say: it's not me, they were other people in the house...

    So, charging a security deposit is only solution and peace of mind. It's possible both on Airbnb and Booking.

  • Avatar
    Katerinka12

    My question is can you deny the entry for those leftover guests? If 10 people came and 3 of them stayed and 7 left, technically they are not violating the rules as there are 3 people in reservation.

    But in real life you know what it means for the host. Despite of huge stress, worse review will follow 1000%!

    I would prefer to deny entry even if 3 people stay instead of suffering from stress, going into emotional conversations with guest for several hours, losing my sleep and seeing my pregnant worker crying. I know that these kind of guests, who are professional spammers, are not worth such experience. The question is am I allowed to deny entry in such situation?

  • Avatar
    Rhjbyron

    I am grateful only 10% of our business is Air, I do note it’s a slightly more needy client base! I’m always friendly never fawning, maybe it’s 20 years running a care home before helps us, WE CARE BUT YOU ARE A GUEST, unrelatedly apologies as unrelated , but wtf do 2 people do with 2 full rolls of toilet roll in one night ?? We are off grid with our own perculation sewage system and have clear house instructions, needless to say they go ignored, anyway, back to work, who needs the gym when you have 10 rooms to clean and hoover etc then make a 40k round trip for organic food :)

  • Avatar
    Rhjbyron

    Professional spammers bloody hell, thank goodness I’ve not had experience, what do they do typically?

  • Avatar
    Richardloram

    Hi Katrina - thanks for that enlightening view as ever - you really should write a book about this stuff - at the very least be employed as a no BS agony aunt of the hospitality industry. Always concise and on the button.

    Yes probably like all insurance policies you get shafted - seemed like a good idea in principle - but in reallity ....... yes ! So does the security deposit thing work easily with booking.com - I do find changing anything is very complicated and the site is not easy to navigate. Also have you found you get a drop off in bookings - at the moment I can not complain with bookings - infact I am almost at a stage of don't really care if I get any more to be honest. New to this so a bit nervous about rocking the pretty full and happy boat at the moment - Kind Regards Richie 

  • Avatar
    Stephenandrichard

    Yes, i know the feeling i have had this on a couple of occasions, even though the prices/costs are clearly visible on my website, booking.com and other search engines ai advertise on, you will get people who chance their arm now and again. I simply point this out to them and give them the options and if agreeable i collect payment up front. If this leads to a bad review or low score(which I've had on account of this), i shrug it off accept their are people like this in the world and focus on the great guests who do come to me through Booking.com.

  • Avatar
    Fossilcoast Hawera

    I have only had this happen to me once (so far)....a family of 4 stayed for 3 nights and on the third night they arrived back with an additional child in tow.  I honestly didn't mind, as the boy was so polite and thrilled to be staying with his cousins.  I lost count of how many times he thanked us - as well as the family for not charging extra.

    I guess it all depends on occupancy at the time. I charge by the room - not the amount of guests, so if an additional guest showed that exceeded it's occupancy, then they would have to pay for a room or should I not have the availability. refer them to some where else close by. 

  • Avatar
    Graham Fisher

    Katerinka - if three guests stayed out of the 10 that arrived - and accommodation for three had been booked, my reading of Bdc policies is that you should allow the three to stay... despite any misgivings you may have and the likelihood of a poor review.

    It would be interesting to hear Bdc policy in this area.  This is one of those circumstances when it is always better for the "boss" to be present when guests arrive rather than staff.

  • Avatar
    M Adamopoulou

    My Studio can accommodate up to 4 guests. If guests bring more people with them and want to sleep in my sofas I charge them 10 Euros per night but not more than 2 people maximum.  There is no room available. Its not that I deny to accommodate them, there is  just not enough room for more people to sleep. Thats that.... I explain it to them very nicely and they understand.

    -Graham-Fisher I agree with you. Boss has to always be present when difficult circumstances arise.

    Take care....

  • Avatar
    Graham Fisher

    M Adamopoulou - I'm amazed that you have not had more problems - we have had people arrive here with booked guests proposing to sleep on the guests bedroom floor using bedrolls and sleeping bags they have brought with them for this purpose. 

    This is when they get upset by our "Insurance numbers limit of two per room" - which comes in very useful when necessary.

    I would also object to paying the additional insurance premium to cover 6 possible guests in the studio, when it is normally only used by 4.... or do your insurers not ask about the maximum number of guests?

  • Avatar
    M Adamopoulou

    Graham-Fisher our property is hidden in the woods. People can come to us only by car. They cannot take the risk bringing people without having made a proper reservation. Perhaps thats the reason we dont have troubles with extra guests. 

    Take care....

  • Avatar
    Aaltje B.

    I just had guests. They booked for two and a third bed was requested. And for some persons, I allow extra "permission" if they are willing to sleep on a couch in the living room, the pull out sofa from the 60s.  that only has a thin firm base and thin mattress. So far I only had thin teens requesting this but had the impression this time it could be different. So sewing machine came out, adjusting a big cover to a sofa-sized one - sleeping bag inside. Sheets and underlayer found, hoping they wouldn't show up early.

    I never got an answer from the booker, I thought they were not coming, was frustrated why booker hadn't cancelled. But lo and behold, a phone call a few minutes before arrival and there they were. It was after 9 pm.

    The cigarettes came out, but I was assured the environment was not going to be damaged, leftover went back into pocket...

    The third person was explained about the pull out sofa and he said he didn't mind. He was a giant and I couldn't see him sleep on my sofa comfortably, but he insisted he didn't mind.

    I offered to make them something after I found out they didn't have anything to eat since midday that day. (mind you, we are self-contained) So he paid, I prepared them a meal.  That was received with gratefulness.

    The camera came out after and stars in the sky were photographed. Praises galore, and the morning rise got ditto praise at six. Small morning breakfast was served and just before they left all washing was nicely folded for me outside! Inside looked picture perfect. How wonderful! 

    My frustration was the uncertainty since we have not been able to contact each other from the moment of booking six weeks before- to the point of arrival due to miscommunication, or booker not familiar with the message system in B.com, no reception etc.

    I got a firm impression that the third person had not slept well looking at his face.

    But as time came to leave they had huge smiles, hugs and praise and I shouldn't have worried about it at all. If we will get a positive review, time will tell. 

    I still wish that all my guest know how to answer messages on Booking.com

    But I got my cover adjusted, my guests in praise and my wallet filled. Pfew! 

     

  • Avatar
    Lanski70

    Hi you all , it’s nice to be nice !!! But people taking advantage of your good hospitality and next time they book it will become “normal “ to bring extra people without paying or even informing us . If you have extra people on your property and someone got hurt or fall down you are not covered by any policy because you hosted extra people on your own risk. It’s a big chance is is worth IT ?? My place can accommodate up to 8 adults and extra few kids . After first 2 guests it’s extra $35 per guest per night . You guys need to charge them no matter how much , but you need to charge them and the best thing it’s through the app . Make it official.

  • Avatar
    Aaltje B.

    got yah!  Thanks Lanski.

  • Avatar
    Aaltje B.

    It's definitely not the norm for me though. The one teen that stayed was private, and the sofa is just ....a sofa, not a bed. 

    I had people once complain that the sofa was too hard, and I could replace it for a nice luxury soft one, and then people would be even more tempted to request. 

    My policy is two, and that's what I had year round. Enough work for me anyway. I am not very strong so it suits me. 

    And last but not least, the room is small, so yes, it was pretty cramped last night. 

    Tonight a Chinese couple coming, they have nicely informed me when they expect to arrive. We communicated well and I think I am almost there to change that final google maps location. It cone just keeps jumping back to the coast, hmmm. Have a nice weekend everyone! :)

  • Avatar
    Nikolas Archanco

    I had to lead with the same situation last week. They booked for 1 guest and they appear a whole family of 5!!!!!

    I spoked with them by phone before checkin and there I realized they will show up more people than what they booked. The problem here is that I have space enough for 5 people,but of course the Price is not the same..

    I am sure that was not a mistake, they are Genius Business users and what they told me where only excuses and at the end they where telling me it was not fair to pay more!!!!

    Considering I have not a lot of reviews (27) and a very good rating 9,5, I was afraid of a very bad review, so at the end I declined to ask for an extra fee. They made no review, so that was not that bad.

    Anyway this is quiet disgusting situation to be "forced" like that. Guests already know they are powerfull if booking.com does not take action against this!! Reviews should be deleted for those cases.

  • Avatar
    Aaltje B.

    Hi Nikolas

    Before my guests are coming... After I added my story and Lanski gave a reply and then I looked more seriously into other stories I am suddenly thinking ...that is actually very cunning of people to apply this trick. So far I never had a situation like yesterday before, and I think the man didn't answer my questions for a reason...Oi, how naive of me! 

    Anyway, I agree that the review system of Bdc needs an upgrade. The world is changing and we don't want to be more vulnerable. Hubby is not agreeing with this review system and says that people take advantage of me because I can't say anything bad of them. 

    I just sent away a couple who came at my door. They confused me since I thought they were the one that booked for tonight. But they wanted a direct booking for low money. Didn't happen of course. 

    I have requested Bdc to have two booking systems, one for hotels (without review of guests) and one that does have reviews. Shouldn't be too complicated to set up? I haven't heard back yet. 

    OK, I made a nice apple pie again, The couple is going to have one piece each, and I will have the weekend off after they leave. Two days blocked, yahoo. Gonna read a good book!

  • Avatar
    Lanski70

    Hi Nicholas, don’t afraid to ask for extra , those people abusing the system and take advantage of good hosts like you. Restrict your policy and if they don’t want to pay cancel it and they have to leave or pay the extra, if they checked in and bring more people it’s consider misconduct by booking policy. Reservation will be canceled and you keep the money, guests cannot leave you any feedback. Be nice and good to ones that deserve you , nasty and smartass shouldn’t be on Booking or Airbnb . On Airbnb guests have reviews , we refuse to host due to bad rating of this potential guest . Booking should have it to

  • Avatar
    Lanski70

    Don’t be afraid of bad reviews, if you will get them they always coming from people that you were nice to them , gave the discount, let them have extra guests , and other accommodations to make them feel home .
    This is from my personal experience. Just do your thing the best,be nice to them and don’t think of reviews. Cheers !!

  • Avatar
    Nikolas Archanco

    Thanks for your suggestions Lanski70. Other situation I had several months ago:

    a group of 4 people came to my house drunk!! I realized they were supporters of a fooball team, really dangerous people, holligans..

    i let them in, what else could I do? nothing.. I was thinking to call the police to catch them off, but then I realized it could be really a problem if they were drunk they could destroy my property...

    So I just crossed fingers and take deep breath.. they contact me by whatsapp at 6am, totally drunk, to ask if they could stay one more night, of course I said it was already booked and crossed the fingers again hoping they would not got asleep.. they leave the appartment and i was happy because there were not heavy damages, instead it was dirty my ok, in consideration what I was expecting....

    But, this things should never happend and again how can I be completely sure it won't happen again?? what can I do?? Where is Bdc's support here???

  • Avatar
    Katerinka12

    Charging extra is right, but how to implement that in real life? People who wants to abuse the host will not pay.

    I would understand if these "forgetful" people were young or those who just didn't realize that extra people are against of the policy. But that was not my case.

    In my case, the rude man above 50 years old was insisting for second unit for free! It's not even asking to squeeze extra people and let them sleep on the floor for free. It's demanding to provide them with another comfortable apartment with bed and they don't care if we have it or no! Man, his wife, 2 kids and parents in law... What these grown up people were thinking of?

    How can we charge them extra if they demand to provide another apartment for free? And of course they were not out of money. The parents in law stayed in 5 star hotel just besides my property and they charge 10 times higher! So, if they were honest people they had to appreciate that they were able to get my apartment at such low price in very, very expensive area.

    But what did I get in return? No sleep, stress and bad review. Even in that review they were demanding money back. That was their plan from the start, that's how scammers act.

    Next time I will just deny the entry even 3 scammers will be left out of 10, and let's see what Booking will do. I guess they will do nothing and scammers will be forced to cancel the booking themselves. What do you think?

  • Avatar
    Graham Fisher

    Katerinka - I think in the UK if you have taken money in advance, you would be in a difficult position legally if you refused to take the three "booked" people - but the law may be different where you are.

    I have always marked people as "no shows" when I have turned them away - that way they cannot leave a review and I just lose the income - but at least I can sleep that night.... however I have had them drive past next morning hooting their car horn and shouting abuse at me as they drove out of town - having found someone else to give them accommodation on the night I refused them. 

  • Avatar
    Katerinka12

    "Don’t be afraid of bad reviews"... I disagree. And how about my health? Who will pay for my doctors? :)

    Nikolas, do not allow drunk people to enter your place!!! (do you stay there as well?) I had the same problem, actually worse - the guy was on drugs. I noticed that he makes strange sounds constantly with his teeth, his eyes are too open, he laughs inappropriately and moves hands too much even for very emotional person. I asked him straight: do you take drugs? And he made a stupid joke out of it with replying me with names of more than 10 types of drugs. I have never heard about them, only drug users and doctors know so many types of drugs and their Latin names. And in front of me he put in his mouth something, chew a bit and spit, just like I wasn't there... 

    I politely asked him to leave my place. What was worse is that he stayed beyond his booking (for free). His 3 days already passed, and he just resisted to leave! Relying on his words that he will leave on 4th day, 5th day came.

    "Don’t be afraid of bad reviews" - some will say... After 2nd time asking him to leave, he showed his middle finger, said: fk u bh and banged the door. I was about to call police when passing neighbor saw me and offered his help. The guy is former fireman...

    When guest saw the guy, not a helpless woman alone, he jumped out of the apartment and said: I will come back with police. By the way when asking him to leave I told him (after he called me bh): lets talk peacefully...if I will call police, they will be on my side...it's my country.

    So, he came back with police. 2 hours of conversation and 1 hour of him packing his things. Police was totally on my side, we even joked and it made the guest totally angry. He shouted at policeman: I demand my report right here, right now!

    And next day while cleaning I found a knife in the room. He brought the knife from the kitchen in order to kill me! I remembered his words when I was asking him to leave for the 1st time: I can do something to you...think what it will be!

    I thought maximum what he could do is to hit me with his hands, not with knife... He forgot the knife while he was packing just in front of police... We all didn't see it since it was behind the curtain...

  • Avatar
    Katerinka12

    https://ibb.co/xLfK0jk

    Don't be afraid of bad reviews...

  • Avatar
    Katerinka12

    Let's think together and imagine what can possibly happen.

    Let's presume that you are police! Three men came and complained about the property owner, who took the money and resist the entry.

    You go to the property. Here is the owner of the property with witnesses(!) saying that his property rules were violated because 10 people came and he doesn't want to deal with scammers, even 3 of them are left.

    What money? He says... I didn't take any money! Here is my bank account, you see, no money came. Its Booking who took your money! Deal with them! Call them. I don't need you and your money.

    "Where is your credit card payment, sirs?" Police asks the guests. When police looks at the payment it says Booking, Amsterdam, Netherlands.

    "We booked, here is our reservation!" guests are insisting. When police looks at reservation he sees that guests paid online and payment is handled by Booking.

    "Were is your payment to property owner?" "We paid ONLINE". "Online where?" "On Booking"...

    "Please, cancel this reservation and money will be return to you in full. I will not charge you a single centavo. Do it in front of the police, so they will see that I don't need any money from you"...property owner says.

    So, what does police see? Three people with no proof of payment to property owner. And law abiding citizen, who does not hide his identity, doesn't want someone else's money and it happens that he is an owner of the property, where without his permission or court order even police can't enter! Or else they will be charged with criminal case.

    Now... What will be your actions?

    If I were a policewoman, I would say: "cancel this reservation in front of me and go to look for another place...why would you stay with someone, who does not want you anyway... "

  • Avatar
    Nikolas Archanco

    very good situation picture Katerinka12.

    But in my case I would see it that way:

    4 drunk holligans knowking the door, hello fellows, could you kindly wait at the doorstep? I am calling the pólice to see how do we handle with that...

    When I opened the door, there was no option. Get them in and cross fingering..

  • Avatar
    Katerinka12

    UK... And 3rd world country. We can't compare oranges to apples. The guy with the knife was Canadian citizen. He thought he is a king just because of his passport, he bragged a lot about it.

    Police told me "even if he is criminal in his country, we can't do anything about it". Meaning to say unless he already committed crime in your country (and it might be killing of the host) police can't arrest him just because he committed crime in his own country which is different jurisdiction.

    I guess hosts in UK do not suffer from such individuals as they run like rats from UK to "cheap" countries, were beautiful young women think that UK passport is really something. Who knows what he committed in other place.

    Many people will think "oh, so well traveled person, how nice"... Nope. They run from one country to another one, stealing, raping, killing and short term stay is a must for them.

    Good if you have 5 star place, those individuals cannot afford it. But if you run hostel in 3rd world country...

    Such individuals will do everything to stay at nice place and leave you with no money. The Canadian and another free loader Argentinian from Spain (Spanish passport, hah), to whom I denied an entry and got extremely very long destructive review after all money back (that's possible on Airbnb), both on Couchsurfing app where they look for FREE places and their "best happened in life" story how they traveled with no money and did some focus pocus so other people will pay them.

    Minus UK, USA, Canada, Australia, New Zealand, Saudi Arabia, North Korea, Sudan and Afghanistan all other countries on their list...

  • Avatar
    Katerinka12

    I understand that in order to see that they are drunk hooligans you needed to open the door. Next time please no "no option". Never mind if they already entered, excuse yourself and say that you forgot to buy cigarettes. I have personal numbers on Viber of policemen of my district. Anyway nowadays everyone is glued on phones.

    As I understand you stay in the property, that is totally opposite if you allow drunk hooligans to stay in separate property. That's your life after all.

    And in such case nothing works (cameras, neighbors, etc), only police.

  • Avatar
    Katerinka12

    By the way, did you know that now you can't message to the guest after he left the review. Booking automatically blocks messages on Booking.

  • Avatar
    Graham Fisher

    Katerinka - it is good that you have such a close relationship with your local police, in the UK I would not trust them to arrive in the circumstances you outlined.  They would claim it is a "civil" matter not a "criminal" one - you would have to claim you had been physically threatened and then they might turn up eventually...

    One lady owner of a B&B in a coastal town near us was stabbed to death recently by one of her guests - although I think mental problems were involved, so in the UK it behoves the owner to be a bit more circumspect in these events.

    We have always been a "no smoking" B&B (before it became a legal requirement) - I happened to be in our front lounge when a car with two young men pulled into our car park.  They both got out and lit cigarettes then strolled toward the house - so I did not want them as guests -  they asked for accommodation and when I advised them they could not stay because they were smokers - one lost his temper big time, I got a stream of abuse and foul language, he then returned to his car and pulled a shot-gun out of the boot of the car and attempted to load it.

    His friend was still stood with me at our front door, aghast at his friends' behaviour - I simply told him that I was closing the door and calling the police - they both departed in their car at high speed.  I suspect drugs were involved, but I did not bother to call the police...... they would not have arrived in time anyway.  

    In the UK one just has to learn to handle events like this one-self.

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