3.23 Guest Count Alterations

Updated 3 years ago by Thomas Berg

What is this?

A guide on how to handle a change in guest count.

Why is this?

When a guest makes a reservation with us they generally provide us with a guest count. Sometimes we learn that this guest count is incorrect or that they intend to bring more guests than they anticipated.

An increase in guest count sometimes results in an extra fee but it should always be documented in our system somehow.

When do we charge an extra fee?

An extra fee for a change in guest count occurs when the number of guests exceeds the number of people that can sleep in the apartment in a regular bed. A regular bed is any mattress that isn't a sleeper sofa.

All of our apartments contain double, queen or king size beds and each is considered as accommodating 2 guests.

Therefore if an apartment has X beds then the we can accept up to 2X guests there before charging an extra $25 per person per evening.

Why do we charge an extra fee?

When extra guests stay it may result in use of extra linens, use of extra cleaning supplies, more cleaning time and also liability for damages.

How to respond to different situations:

1. Total number of guests doesn't exceed 2*bed-count

If the extra guest isn't staying the whole duration of the reservation, make a note in guesty in guest details.

If the extra guest is staying for the full duration of their stay ask the guest to update the guest count on their reservation manually

Thanks for informing us about the extra guest, please update the guest count in your reservation.

2. Total number of guests exceeds 2*bed-count

2.1 If the extra guest isn't staying the whole duration of the reservation.

Calculate the extra charge based on change in guest count and number of nights and and make an internal note in Guesty that reads:

Extra guest charge of {extra guest charge} for X extra guests for Y nights. Double check with admin if not addressed in additional internal note here.

Also add a note in guest details that reads:

Charge of {extra guest charge} for X extra guests for Y nights.

Then tell the guest:

It will cost an extra {extra guest charge} to accommodate your extra guest(s) for Y nights. If you are OK with this extra charge I will make the necessary arrangements.

Finally, tag your admin in Front and explain the situation and that they must send the extra charge.

2.2 If the extra guest IS staying the whole duration of their reservation.

Tell the guest:

Thanks for informing us about the extra guest. There will be an extra $25 per person per evening for your extra guests as indicated in our house rules. Please update the guest count in your reservation. Let us know if you have any questions and thanks so much for staying with us!


How did we do?


Powered by HelpDocs (opens in a new tab)