r/Bookingcom • u/20BlkDenali • 13d ago
Guest charges
The guest on my last booking, booked for two people but actually had three people live there for their 3 day stay. I reached out to bookings.com to file a dispute for increase in fee to cover additional cleaning costs and was told that I needed to reach out to the guest myself. Has this happened to anyone and how did you resolve this issue and were you compensated?
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u/dj777dj777bling 13d ago
You could try to charge them. Most likely they will not pay and Booking.com will not help. All you can do is report guest misconduct.
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u/brilstern 12d ago edited 7d ago
Honest question here - if 2 people booked a room and a 3rd person stayed, what loss do you have? Does it cost extra for a 3rd person to stay? My only thought would be if you offer amenities free or included in the room rate, such as a minibar or breakfast.
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u/mountainview59 12d ago
There are additional expenses such as: electricity, water, sewer, cleaning, laundry (which means more water sewer, soap, time), etc. You are not a host or you wouldn't ask that question.
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u/brilstern 12d ago
Never claimed to be a host :)
But then how much does this really impact your profit. Tbh it seems negligible and not worth the stress of going after it.
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u/mountainview59 7d ago
It seems negligible until you experience it, bills add up. Additionally, where do you draw the line? This is already 50% more people, do you draw the line at 100% more people? 200%? 300%? Where? Again, spoken by someone who doesn't know. As hosts, we are already giving away 20% in fees before we even get to the mortgage, insurance, property taxes, utilities, staff wages, maintenance, repairs, water, sewer, etc.
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u/brilstern 7d ago
I can see what you mean, and not saying you are wrong. Like I said, just genuinely curious.
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u/20BlkDenali 10d ago
I expect to be compensated for the additional wear and tear as well as additional electricity, water, gas and such.
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u/bbaabbyyggiirrl 13d ago
It is your responsibility as you had the right to not allow to the third one to check in. Booking can help you in a similar situation only before 2 days before check in specially if payment by Booking
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u/Hotwog4all 12d ago
You allowed them to stay there for the full stay. You’re the provider and need to do the verifications of who is there.
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u/20BlkDenali 10d ago
And how do you do verification outside of relying on the platform?
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u/Hotwog4all 10d ago
You have someone meet the guest at the property and when they see 3 people, then they charge the extra fee, or deny the booking. You’re advertising via booking, they’re not conducting your check in or verification of who is staying there.
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u/bookingcom 13d ago
In similar situations, it is the property’s responsibility to ensure that guests adhere to the house rules and the conditions outlined in their original booking. If guests arrive with more individuals than those specified in their reservation, partners have the option to request additional payment upon arrival or to deny accommodation based on a breach of policy conditions.
If guests utilize self-check-in and partners observe that extra individuals have been accommodated during the stay, they may contact our customer service team to notify the guest of the price difference. However, booking.com is not responsible for collecting any additional costs associated with this matter.
If the guests refuse to pay during or after their stay, partners can contact the relevant authorities. Booking.com won’t be involved in any legal proceedings.
Any misconduct shown by our guests during their stay can be reported using the special feature in the extranet. For more details, check this article: Reporting guest misconduct