Managing short-term rental properties often comes with unexpected challenges. One of the most common is the arrival of extra guests at check-in or during the stay – people who were not included in the original booking.
Additional guests are not simply a matter of an extra charge. They can affect operating costs, safety, neighbours, insurance terms and, above all, the maximum occupancy of the property. So how should a host react when such an excess occurs?
Confirming the number of guests
The presence of more people at the property does not necessarily mean that they all intend to stay overnight.
The host should first establish whether they are additional guests who will be staying at the property or temporary visitors. The policy for visitors who are not staying overnight (daytime visitors) may differ from the rules governing overnight stays, which is why it is important for this to be clearly stated in the House Rules.
Communication should take place through the platform and without making accusations. This also creates a written record of the situation.
Airbnb states that guests should accurately declare how many people are travelling and respect the approved number of guests. If they wish to add people, they must first reach an agreement with the host.
Maximum occupancy and property safety
There is an important difference between the number of guests on the booking and the maximum occupancy of the property.
For example, a villa may accommodate up to eight people, but the specific booking may have been made for six. This does not mean that the two extra guests can automatically remain at the property. The booking still applies to six people until the change is approved.
Even more importantly: if the property has an actual maximum occupancy of six people and eight arrive, the host should not deal with the issue simply by asking for more money.
In Greece, since 1 October 2025, specific operational and technical standards have applied to short-term rental properties, including requirements relating to safety and public liability insurance. For the host, therefore, it is important that accommodation remains within the property’s capabilities and is covered by the applicable rules and the terms of the insurance policy.
If the additional guests can be accommodated
If the larger group can be accommodated safely and remains within the property’s capacity, there is a simple solution: Modification of the booking.
Through Airbnb, the host can send a Trip Change Request, proposing a change to the number of guests. The booking is updated once the guest accepts the change and, where applicable, the price is also adjusted.
Airbnb also allows hosts to set a predefined extra guest fee. This charge applies to new bookings according to the listing settings, while for an already confirmed booking, correcting the number of guests is done by modifying the booking.
The host should avoid informal agreements and additional payments outside the platform. Officially modifying the booking ensures that the number of guests and the corresponding charge are accurately recorded in the booking history.
What happens when the maximum occupancy is exceeded
This is where things change. If the extra guests exceed the maximum permitted occupancy, the extra guest fee is not a solution. The same applies when there is a restriction due to available beds, building rules, insurance or other requirements concerning the specific property.
The host should inform the guest through Airbnb that the additional people cannot stay overnight. If the guest refuses to comply, the next step is to contact Airbnb Support rather than engage in a personal confrontation.
How can a host prove that there are more guests?
Particular care is required, however, in the way the host establishes the presence of additional people. Since 30 April 2024, Airbnb has prohibited security cameras that monitor indoor areas of properties, even when they are switched off.
Outdoor cameras are permitted under specific conditions, including the requirement to disclose them in the listing and provided they do not record areas where there is a reasonable expectation of privacy. Under certain conditions, noise level monitoring devices are also permitted.
A smart lock, information from the property manager or an outdoor camera used in accordance with the platform’s rules can provide indications of the presence of extra people. In any case, it is preferable for the host to first ask the guest for clarification and to keep the relevant communication within the platform.
Prevention and proper booking management
The best approach starts before check-in. The host can state clearly in the House Rules the maximum occupancy of the property, whether daytime visitors are allowed and set an Extra Guest Fee where applicable. A few days before arrival, a short confirmation message regarding the number of guests can also be sent. This way, a genuine mistake can be corrected before it becomes a problem.
For the host, proper management begins with confirming the number of guests, checking the property’s capacity and communicating with the guest. Where necessary, the booking is officially modified through the platform. The issue is not simply having more guests, but the difference between the actual and the declared booking.
