We have 60 five star reviews and host multiple bookings a week and have completed year one. We work very hard and need your advice on specifically how you approach guests going over capacity. We always give grace to the first overage (hitting 11 on 10 people reservation) but two times, sixth months apart, the guest lists for ten and it’s a party intentionally. We staff the house with at least one person. The first time 70 people showed up in under 40 mins which included dozens of cars blocking the street. The guest yesterday was only at 18 but the 16 cars quickly made an issue as it was under 30 mins. For us we give a verbal warning and document it in app chat. Both times we inform the guest they are shutdown and both times the guest refused to exit. Peerspace formal response is to just call 911, and we did both times. This creates a substantial escalation. Peerspace also expects us to be video taping it for proof. This creates a substantial escalation. It’s nothing short of horrible. Both times the guests were broadcasting live in social media. In both cases, PeerSpace expects us to leave a review and accept the persons review that we literally called the police on for our safety. It’s awful. Open to any suggestions. But when giving advice, in both cases, it rapidly escalated in minutes without clear or obvious warning. Both guests had positive reviews. We are rarely supported when we call in. Praying for real advice from actual hosts. Advice that will help: What do you do? What do you say? Do you lock them out? Do you push them off site? Seriously.
I think it would be beneficial for Peerspace to allow us to update the booking during the booking. Where we input a new published rate based on the actual number of people present. And in order to continue, the guest needs to agree to and accept that rate. I also think that there should be some host protection for reviews that may be unfair.
That’s all just feedback for the company though, afraid I don’t have any direct advice for you as I’ve never experienced this level of drama and having to kick people out.
Had a similar situation. I’m considering enforcing a security deposit which is not too much but helps for folks that want to get their money back. I’m also looking at updating my rules to say if parties go over maximum capacity, then the event will be shutdown and there will be no refund. I’ll also be reiterating this to guest in the message app right before the event starts as well as on site when they arrive.
Also to add I have security monitoring cameras set up, including the doorbell camera, so when I was asked to provide video evidence, that was the video footage I provided. I agree with you 100% as far as not wanting to escalate a situation.