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Has it ever happened to you that guests announced the arrival of only adults and children older than 12, while children under 12, especially babies, were not mentioned at all in the reservation or inquiry?
You are neither the first nor the last person this has happened to. Very often, accommodation providers receive inquiries and reservations in which only adults and children older than 12 are listed. Based on that, they prepare a certain number of beds, but the problem arises when more people arrive than were originally announced. How can such a situation be prevented?
Why does the guest not mention children under 12?
Let us first look at the possible reasons why a guest may not mention the arrival of children under 12.
A guest who has experience staying in hotels is used to so-called hotel practice. In hotels, the tourist tax is charged per person and per night, and children under 12 are exempt from paying it. In addition, even if the child’s arrival is not mentioned, the hotel can usually provide an extra bed, baby cot, or, if needed, a larger room in a very short time.
The rules and possibilities in private accommodation are somewhat different. In private accommodation, the tourist tax is generally already included in the overnight price, so the guest may not be aware that the same price applies regardless of the age of the children travelling with them.
They also probably assume that younger children will sleep in bed with their parents or in their own travel cot, and that because of that they do not need to look for accommodation with a larger capacity, which is also more expensive.
All of this creates major problems for the accommodation provider, both organizational and operational. To prevent such a scenario, it is important to clearly communicate the capacity of your property across all sales channels, which includes clearly stating the accommodation capacity and checking the number of guests before their arrival.
Clear and timely communication often prevents the problem before it even arises.
How can you subtly check how many guests are actually coming?
Even if the guest did not mention the arrival of children under 12, it is important for you to know how many guests are coming in total and what their needs are, so that you can prepare the appropriate number of beds in advance.
As a good host, you would probably be happy to prepare a baby cot that you normally provide on request. That would also make things easier for the guests, since they would not need to bring their own travel cot.
To be sure how many guests are actually coming, send the guests a message or email two or three days before arrival to check whether everything is still according to plan — whether they are arriving at the agreed time or later, and whether they need anything extra to be prepared.
Subtly check whether you have the correct number of guests, that is, whether it has changed. Mention the details you received with the reservation and ask the guest to confirm that number. It often happens that someone from the group cancels, so fewer people arrive than originally expected.
To check whether there is a baby among the guests, subtly ask whether they need a baby cot or a high chair, or other things you may have in your property, such as a baby changing area, toys, and similar items. They may bring their own cot because they are used to it, but they often will not bring a high chair or other baby supplies, so this is a good way to find out whether a baby is travelling with them without asking directly.
If the reservation was made during the winter months, by the time the guests actually arrive in the summer, you may also have time to purchase or borrow a high chair or cot if you do not already have one.
Are you allowed to host more guests than your registered capacity?
When you registered your property for the provision of accommodation services in a private household, your official decision clearly stated how many main and auxiliary beds you have. These numbers also represent the maximum number of people you are allowed to host in your property, and they include all age groups.
But what if one extra guest arrives, and that guest is a child under 12?
In practice, it is sometimes said that such situations may be treated more leniently, for example when it is a baby sleeping in a cot or a child sleeping with the parents. However, such information is not an official rule and does not mean there is no risk.
Some accommodation providers choose not to register that “extra” person, but in doing so they risk a fine for failing to register a guest, as well as a fine for accommodating more people than permitted. In addition, if something happens to that unregistered guest during the stay, further problems may arise.
If you find out that the number of guests exceeds your property’s capacity, you can offer the guest another property, your own or, for example, a neighbour’s.
Risk or prevention?
While some may choose to take the risk, is prevention not the better option? Many problems can be avoided with clear and timely communication.
- Check the number of guests already when receiving the inquiry, and then once again a few days before the group arrives.
- Clearly state on your sales channels the number of guests you are allowed to host, including extra beds.
- In your business rules, explain what guests can expect if more people arrive than announced, for example that you will not be able to accommodate them or that the property does not have the capacity for additional persons.
- State that the tourist tax is included in the overnight price and is not charged additionally.
All of the above is much easier to check with a direct booking, that is, when you communicate directly with the guest, because you can ask all of these questions already while processing the inquiry.
If the number of guests who want to come exceeds the capacity of your property, you can decline the inquiry without any penalties. That is where the advantage of having your own website lies, because it gives you more flexibility and control in your business.
Would you like more control over your business?
Your own website gives you flexibility, security, and simpler business management.
