More guests arrive then booked for
Our property is listed on booking.com as "no children permitted" (all our rooms are couples only with one queen size bed), yet people still book for 2 adults then arrive with children. Any tips on how to prevent this?
I already contact all guests before arrival and confirm the number of guests and that there are no children, yet they still arrive with them. Some sneak kids in (I find nappies or baby food in the bin and/or handprints on glass doors or toys left behind, its obvious there's been a child there) and there's nothing I can do about this, if it takes the cleaner longer, I do charge extra.
My occupancy permit is for 2 people per unit (regardless of age of the people, babies included) so if I see kids in the car when they arrive, I have no choice but to either refuse them entry or break the law and let them in. If I get caught breaking the law and allowing 3 people in a 2 person unit then I face possible +$3000 in fine and 6 months in jail for "overcrowding tourist accommodation", which is not a risk I want to take, so I refuse them entry, which of course makes them angry, even though it is their fault for lying on their reservation and when I contacted them to confirm their booking details.
When I contact them to confirm their booking, I have the following in the terms and conditions, but it still happens! "Bringing more people than your confirmation letter states (including babies and children) may result in additional charges or cancellation of your booking, cancellation policy still applies. If you arrive with more people than you booked for, we have no choice but to cancel your booking if the additional person/people breaches our maximum occupancy permits."
Any tips or tricks I haven't thought of to try and get people to be honest on their booking? Sometimes I feel like I am interrogating honest couples on the phone/email because I am suspicious they may have a child coming too. Does anyone else face this issue? What do you do?