Running an Airbnb comes with its fair share of challenges, and handling difficult guests is one of them. Whether it’s unreasonable demands, last-minute complaints, or outright rule-breaking, how you respond can impact your reviews, stress levels, and overall hosting success.
Over the years, I’ve managed all sorts of guest situations, and I’ve learned that the key is staying professional, setting clear boundaries, and having a plan in place. Here’s my advice on managing tricky situations while keeping your business running smoothly.
Common Types of Difficult Guests & How to Handle Them
1. The Rule-Breaker
Some guests ignore house rules—whether it’s sneaking in extra people, smoking inside, or throwing unauthorized parties.
How to Handle:
- Set clear expectations from the start with a well-documented house manual and rule reminders.
- Use smart locks, noise monitors, or security cameras (in permitted areas) to track potential violations.
- If a violation occurs, send a polite but firm message referencing Airbnb’s policies.
- If necessary, involve Airbnb Support or request to cancel the reservation if the issue escalates.
2. The Chronic Complainer
Some guests will find faults no matter how perfect your place is. They may nitpick minor details or exaggerate issues.
How to Handle:
- Acknowledge their concerns and respond calmly: “Thank you for your feedback! I want to make sure you’re comfortable—how can I best resolve this for you?”
- Offer reasonable solutions, but don’t let them take advantage of you.
- If complaints persist without merit, stand your ground professionally and involve Airbnb Support if needed.
3. The Messy Guest
Some guests leave behind an unreasonable mess, from food spills to trash everywhere.
How to Handle:
- Charge a cleaning fee upfront to account for extra mess.
- Set clear expectations in your house rules regarding tidiness.
- Document the damage with photos and request reimbursement through Airbnb’s Resolution Center if excessive cleaning is needed.
4. The Last-Minute Cancellation or Refund Seeker
These guests claim issues to get a refund, even when everything is fine.
How to Handle:
- Have a strict but fair cancellation policy in place.
- Take pre-arrival photos of your property to document its condition.
- Direct guests to Airbnb’s refund policies and stand firm if the complaint isn’t valid.
5. The Late Check-Out Guest
Some guests refuse to leave on time, disrupting cleaning schedules and incoming reservations.
How to Handle:
- Send a friendly checkout reminder the night before departure.
- Offer a paid late checkout option if your schedule allows.
- If they don’t leave, escalate to Airbnb Support and document everything.
Pro Tips for Preventing Issues Before They Start
- Screen Your Guests: Check guest reviews before accepting bookings.
- Communicate Clearly: Send warm, detailed messages before and during their stay.
- Have a Backup Plan: Know Airbnb’s policies and have a strategy for handling different issues.
- Stay Professional: Never argue—stay calm, professional, and solution-focused.
Final Thoughts
Difficult guests are part of the Airbnb hosting journey, but how you handle them defines your success. Stay prepared, enforce your rules, and remain professional at all times. If you need help managing your Airbnb business or setting up better hosting systems, let’s connect—I can help you optimize your hosting strategy for long-term success!