No matter how well you prepare your property, problems will arise. From minor maintenance issues to serious guest injuries, how you handle these situations can make the difference between a five-star review and a guest who never returns.
Professionalism, empathy, and efficiency are key. When guests face issues, their experience is not just about the problem itself—it’s about how quickly and effectively you respond. Guests expect clear communication, fast resolutions, and a sense that their concerns are being taken seriously. A well-handled issue can even turn a frustrated guest into a loyal one.
In this comprehensive guide, we’ll cover everything you need to know about handling guest complaints, managing property issues, and protecting yourself as a host. By following these strategies, you’ll minimize negative reviews, reduce disputes, and ensure your guests feel valued, even when things go wrong.
1. The Golden Rule: Never Reference Previous Guest Issues
When a guest reports a problem, it can be tempting to reassure them by mentioning that it has happened before and was fixed quickly. However, referencing previous guest issues does more harm than good. It plants doubt in the guest’s mind about the reliability of your property and your ability to maintain it.
If a guest hears that others have experienced the same problem, they might think:
- “This is a recurring issue—why hasn’t it been permanently fixed?”
- “Are they just putting a Band-Aid on problems instead of solving them?”
- “If other guests faced this issue, what else might be wrong with the property?”
Rather than easing their concern, you might inadvertently make them feel like your property has hidden problems.
What to Say Instead
Focus on acknowledging the issue and offering a solution, without referencing past complaints.
✅ “Thank you for bringing this to my attention. I will call a tradesman straight away and try to get them out immediately.”
Do not say, “I’ll get this sorted.” That makes it sound like you are taking your time or handling it personally when, in reality, guests want immediate reassurance that a professional is coming. The longer it takes to update the guest, the more they will think you don’t care.
Providing a fast and clear response is essential. If you delay or seem uncertain, the guest will start doubting your commitment to their comfort.
2. Be Careful with Wording: Don’t Assume or Admit Fault
As a host, you may feel the need to quickly apologize or accept blame to smooth things over. While it’s important to be empathetic, be cautious with how you phrase your responses. Anything written in messages can later be used against you, especially if the guest escalates the complaint to Airbnb, another booking platform, or even legal action.
Even a well-intended statement like “I’m so sorry, we’ve been meaning to fix that” can be interpreted as an admission of neglect, making it easier for a guest to demand compensation or leave a negative review.
Additionally, assuming what the problem is before seeing evidence can lead to unnecessary repairs, wasted time, and even accusations that you ignored a guest’s actual complaint.
3. Never Say, “We’ve Never Had This Problem Before”
One of the worst things you can say to a guest is, “We’ve never had this problem before.” While it may be true, it comes across as dismissive and implies that the guest is either lying, exaggerating, or making a big deal out of nothing.
Saying this does not reassure the guest; it makes them feel unheard and can escalate their frustration. Instead of making them feel like their experience is unique and invalid, focus on acknowledging the issue and offering a solution.
4. Urgent vs. Non-Urgent Repairs: What Needs Immediate Attention?
Not all guest issues require an emergency response. As a host, you need to differentiate between urgent and non-urgent repairs to manage expectations properly.
Emergency Repairs (Requires Immediate Action, Even After-Hours)
These are issues that significantly impact the guest’s stay and require an urgent fix:
- No hot water – Guests expect a functioning shower, especially in colder months.
- Severe leaks or flooding – Water damage can worsen quickly and cause additional property damage.
- Electrical hazards – Exposed wires, sparking outlets, or a complete power outage.
- Broken door locks – A major security risk that can make guests feel unsafe.
For these situations, call a tradesman straight away and try to get them out immediately. Guests will not tolerate long delays for essential repairs.
Non-Urgent Repairs (Handled During Business Hours)
These are issues that, while inconvenient, do not prevent the guest from enjoying their stay:
- A loose or broken toilet seat – Ask the guest not to use that toilet and arrange for a fix in the morning.
- Slow drains or minor plumbing issues – If water is still flowing, a next-day repair is acceptable.
- Cosmetic issues – Scratches, marks, or minor damages that do not affect functionality.
How to Communicate the Timeline to Guests
✅ “Thank you for letting me know! Please avoid using that toilet for now. I’ve arranged for a plumber to come first thing in the morning.”
This reassures the guest that a solution is in place without making them feel ignored.
5. Always Request Photos and Details
A guest’s description of a problem can sometimes be unclear or exaggerated, and without visual proof, it’s difficult to assess what’s really happening. Asking for photos or detailed descriptions helps prevent misunderstandings, allows for faster solutions, and protects you in the event of a dispute.
6. Don’t Send Yourself, Your Cleaner, or Your Partner for Major Repairs
A guest’s perception of your professionalism is directly tied to the quality of the people you send to fix problems. If a guest reports an issue and you respond with, “I’ll send my cleaner/my partner/I’ll pop by and have a look,” it gives the impression that you’re cutting corners instead of hiring a professional.
Guests expect problems to be properly repaired by a qualified tradesman, not temporarily patched up by someone unqualified.
✅ “I will call a tradesman straight away and try to get them out immediately.”
This reassures the guest that the problem is being handled properly and that you take their concerns seriously.
7. Communication is Key: Turning Problems Into Positive Experiences
Guests don’t just remember the issue—they remember how you handled it. Your response can heavily influence reviews and even your Airbnb ranking. For a better understanding of how Airbnb’s system works, you may want to check this article on what Airbnb penalizes and the key factors that can hurt your property’s visibility.
✅ Do:
- Respond quickly and acknowledge the concern.
- Offer a realistic solution with a clear timeline.
- Follow up to ensure satisfaction.
❌ Don’t:
- Make excuses or shift blame.
- Admit negligence in writing.
- Delay necessary repairs.
Clear and professional communication can turn a potentially bad experience into a positive one.
8. This Is Not an Excuse to Defer Issues
This guide is not meant to be an excuse to avoid repairs or put off necessary maintenance. As a short-term rental provider, you are expected to provide a safe, functional, and well-maintained property.
Being proactive about property maintenance will minimize the number of issues guests experience in the first place. Ignoring problems or repeatedly applying temporary fixes will only lead to negative reviews, refund claims, and potential legal trouble.
9. Why Speed Matters in Guest Experience
The longer it takes to resolve an issue, the more frustrated a guest becomes. Even if a problem is minor, time magnifies the guest’s perception of it.
- A 15-minute delay in responding? The guest feels slightly annoyed.
- A one-hour delay? They start questioning your attentiveness.
- A full day with no resolution? They’re leaving a bad review.
Fast action and clear communication are crucial. If a repair cannot be completed immediately, at least keep the guest updated. A simple, “I have a tradesman on the way and will update you shortly,” goes a long way in keeping guests reassured.
