Guest showing up with more people than booked
We now have had a couple of occasions, where guest had booked/paid for 2, but then showed up with a child (of various ages) in tow, expecting us to accommodate all of them in 1 room/bed.
We have charged our extra person fee in one occasion and received a bad review - we have not charged extra fees and have also received a bad review (they rate us down on staff and comfort!).
We are at a loss on how to handle this without getting a bad review score!
Booking.com is not prepared to delete those reviews, or if they are anonymous or without comments at least giving us as the accommodation provider a chance of reply.
Is there anybody who can share their experience, who had a positive review outcome in such situations?
Many thanks for your tips in advance.