Guests don't follow agreed check-out time and bring 1 person more than booked

Dear all, For the first time we made a rather bad experience with guests. They booked for 3 people and it was 4 people in the end. Guest comment: I could not change my booking to 4 people. Check-out time agreed 11am. Guest comment at 1pm: I thought you would wait for me in the apartment. We had breakfast on the beach. Our rating so far: 9.4

How to handle such experience and to avoid bad rating if we ask for addtional payment. Thanks for sharing feedback and giving guidance.

Kind regards, Ahmed






All you really can do is grin and bear it, until they are gone and the review is done.