Rental Rescue: The Airbnb Bluff

What to do when guests lie about extra guests?

Author

Dom Trovato
December 23, 2024

Alright, here’s another sticky situation I stumbled across online:

Let’s dive in.

Situation summary:

Every Airbnb host has that moment—the one where you find yourself staring at your phone, thinking, “Really?!” This is one of those moments. 

A guest booked for 7 people, admitted they brought an 8th, and agreed to pay the extra charge. But after checkout, they changed their story, claiming the extra person never stayed and demanding a refund.

Here’s the kicker: your camera footage says otherwise. It’s clear they’re pulling a fast one. 

Do you stand firm to enforce your policies, or cave to avoid a bad review?

Define your goal:

This isn’t just about $50. It’s about enforcing your house rules with professionalism and fairness. By standing firm, you send a clear message that dishonesty won’t fly while maintaining respect for your guests.

For a new host, this is a chance to establish a strong foundation: your rules and policies are not just words on paper - they’re there to protect you, your property, and your other guests.

How to prepare:

  • Understand the Rules: Airbnb allows hosts to charge for additional guests if it’s outlined in their house rules. Make sure your policy is crystal clear, and the guest acknowledged it during booking.

  • Gather Evidence:

    • Save a copy of the camera footage showing 8 guests.

    • Keep the guest’s initial admission of the 8th person and their agreement to pay.

    • Document all relevant communication.

  • Stay Calm and Focused: Approach the conversation with clarity and confidence. Stick to the facts. This isn’t about emotion; it’s about professionalism.

Sample conversation

🏠 Host:

"Hi [Guest Name], I hope you enjoyed your stay. I wanted to follow up on your request for a refund for the additional guest fee. As you know, our house rules include a $25 per night charge for any guests beyond the original booking of 7 people. During our earlier conversation, you confirmed the presence of an additional guest and agreed to the charge.

After reviewing the security footage, it’s clear that 8 individuals stayed during your reservation. As such, I’m unable to issue a refund. This aligns with Airbnb’s policies and the agreement we discussed during your stay."

✈️ Guest:

"That’s not fair! The extra person didn’t actually stay—they just stopped by for a bit."

🏠 Host:

"I understand your concern, and I appreciate you sharing your thoughts. However, the footage confirms that 8 people were present overnight. Our house rules are clear about additional guests, and the fee reflects this policy. If you have further questions, I’d be happy to direct you to Airbnb Support for clarification."

✈️ Guest:

"This is unfair! If you don’t refund me, I’ll leave a bad review!"

FYI: Airbnb takes down reviews that break their rules—like ones tied to extortion or blackmail. So, if a guest tries to strong-arm you with a bad review to squeeze out a refund, don’t sweat it. Just report them to Airbnb.

🏠 Host:

"I’m sorry you feel that way. My goal is for every guest to have a great experience, but I also need to ensure fairness and consistency for everyone. Our policies are designed to protect both guests and hosts. If you choose to leave a review, I trust it will reflect your overall experience. In the meantime, I’ll continue to stand by our agreement."

Tactics used:

  • Stay calm, factual, and don’t get defensive.

  • Acknowledge the guest’s feelings without giving in.

  • Offer to involve Airbnb Support to show fairness and transparency.

Follow-up actions:

If the guest continues to push, take these steps:

  1. Document Everything: Keep screenshots of all communication

  2. Report to Airbnb: Open a case with Airbnb’s Resolution Center. Include:

    • The camera footage.

    • The guest’s initial admission of the 8th person.

    • A copy of your house rules.

  3. Send a Final Message:
    "Thank you for understanding about the additional guest fee. I’ve submitted all relevant information to Airbnb for resolution. If you have further questions, they will assist you directly."

This ensures the situation is formally documented and taken out of your hands.

Build a better future

The best way to handle these situations is to prevent them from happening in the first place. Here’s a few thoughts:

  • Proactive Communication: Before check-in, remind guests of your policy:
    "Just a quick reminder—our house rules allow up to 7 guests. If you’re expecting any additional guests, let me know in advance so I can update the reservation and apply the $25 per night charge."

  • Address Issues Immediately: If you notice extra guests during the stay, communicate right away. Don’t wait until checkout to bring it up.

  • Reinforce Policies:

    • Add this to your house rules: "Unregistered guests or failure to disclose additional guests may result in immediate charges or cancellation of the reservation."

    • If necessary, post signs as reminders: "All guests must be registered. Additional charges apply for unregistered guests."

Minimize Review Risks: Consistently emphasize fairness and professionalism. Most guests will respect a host who is transparent and consistent.

The Bigger Picture

This isn’t just about $50 - it’s about setting the tone for your business. Staying firm and fair establishes trust and lays the foundation for long-term success.

And remember - Stressful situations like this are just a stepping stone to long-term success.

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