In recent years, many Airbnb hosts and property managers have turned to social media to ask how to address a common challenge they’re experiencing: guests exceeding the maximum occupancy limit in their short-term rental (STR) properties.
In this article, we'll cover strategies to set and communicate occupancy limits with guests to prevent additional visitors and ensure vacation rental safety.
Why setting Airbnb guest occupancy limits matters
Many travelers don’t see the harm of arriving at an Airbnb property advertised for six people with nine guests because the extra three "are just kids.” They don’t understand the operational impact that exceeding guest limits has on the property and guest experience. From additional wear and tear or increased trash to more significant concerns around inefficient septic systems or safety ramifications, operators need to be more proactive in addressing this issue upfront.
While it’s easy to explain to guests that the extra guests pose an issue because of potential property damage, parking problems, or an increase in noise levels, it’s important to explain the real reason is for their safety.
Reassure guests that you are committed to ensuring they have an enjoyable, safe stay with you, and an excessive number of people at the property violates building safety codes, including fire safety and proper egress.
How to respond to Airbnb guests bringing extra visitors
Breezeway’s Director of Safety and Certification, Justin Ford, shares some ways to respond to common guest requests and explain to guests why you can’t negotiate on occupancy.
Here are a few key steps to consider when responding to guests:
- Acknowledge and welcome your registered guests.
- Explain your guest policy which should be outlined in your Airbnb house rules or rental agreement (provide screenshots if necessary).
- Explain the safety concerns of unregistered guests and additional visitors.
- Thank your registered guests for their understanding.
- Offer a solution for the accommodation of the additional person if possible to prevent negative reviews.
Here are a few example scenarios and responses:
When Airbnb guests ask to bring extra visitors in advance
Scenario: You have a property that sleeps eight people. A booking has been made for six people, and you get this message from the guest staying next week.
“We’re looking forward to our stay at your property next week. We wanted to let you know that our family is coming in on Tuesday and will be staying for two nights while we’re in town. It’s five extra people, but they’ll only be there for a few nights.”
The problem: This now puts you at 11 people, which is three over your maximum number of guests.
Justin’s suggested response: “We’re so excited for you to arrive. Thanks for letting us know that your family is visiting. Unfortunately, we cannot allow the occupancy to exceed the limit in the rental property, which is eight people. It's important for us to strictly adhere to international building safety codes to ensure everyone is safe in case of an emergency, such as a fire. The occupancy rules are primarily based on safe egress during a fire and encompass many other important safety considerations as well. Thank you for your understanding. If your family comes to visit, there are many other lodging accommodations they can select from nearby.”
When Airbnb guests check in with additional visitors unannounced
Scenario: You accepted a booking for four guests in a six-person vacation rental property. Upon check-in, you learn there are eight people staying at the property via your front door security cameras. Upon contacting the guests, they explain that another family has joined their vacation.
The problem: The guest count exceeds the maximum occupancy limit outlined in the Airbnb listing description without prior notification.
Justin’s suggested response: “We’re so sorry about the confusion. When you booked the property, you indicated that only four people were staying with you. If we had known another family was joining, we would have advised you to change properties as this property has a maximum occupancy of six guests, which is the advertised limit for the property. To comply with safety regulations, the additional guests must leave within the hour. While we understand you may have more flexibility with occupancy in your private home, we must adhere to strict safety guidelines for this rental property. These guidelines are in place to ensure the safety of all guests, particularly in case of emergencies such as a fire. Thank you for your understanding and cooperation in this matter.”
Successfully prevent Airbnb extra guests
When you provide a clear rationale that occupancy must be adhered to due to safety concerns or matters like egress, there is no option for unauthorized guests to dispute it. This logical, friendly, and helpful response will also help prevent bad reviews and help you keep super host status.
Use Breezeway’s smart technology to proactively send guests a digital welcome book that includes Airbnb house rules and important property safety information.
