How do you handle difficult guest situations without impacting your reviews negatively?

[Daniel14106]

Dealing with challenging guests is part of being an Airbnb host, but it can sometimes lead to negative reviews if not handled properly. How do you manage such situations effectively while ensuring your reviews remain positive? Are there particular communication tactics or policies you implement to defuse conflicts and keep your guests happy?

[Helen3]

You are a guest and not a host - which bookings are you referring to @Daniel14106 

[Daniel14106]

I am confused can you suggest me?

[David11880]

Hello and thank you for the honor of sharing my wife and I thoughts. Even though we are all on the AIRBNB platform, I believe we should all still see ourselves as individual brands. One of the things that I always say to our guest is “ family matters”. So when you are at our home or property, we want you to feel like a loving family member. So when possible I always introduce my wife to our guest. Lastly, remember, we are not securing the current guest only. We want to secure their Network of Influence. Thank you, stay safe and blessed.

[Diane1590]

Of course it would depend what the "challenging" aspect was...if it was a situation where the person was just very picky about things, I would try to pleasantly accommodate them. If it was something where I felt they needed a reminder about one or more of the house rules, I would politely remind them of what the rule was (sometimes they may not even read them before booking). I've had one or two people in many years of hosting where both myself and the guest thought it best that they leave (very rare), but in such cases I did offer a refund through Airbnb. If I DID get a poor review (also very rare) and there were falsities in it, I responded, giving my side. I also always get Airbnb involved over the phone, so they know from my end what occurred. Hope this helps.

[David11955]

It has been our experience guests want to be "heard".  It's important to use active listening skills.  Occasionally there will be a guest who is difficult and we simply refund them and move on.

[David11951]

I have found that the more things are clear with a potential guest before confirming the reservation,  the better. For instance I ask if there are any smokers, and pets or children, or additional guests. I make sure they understand the rules and then if they answer my questions satisfactorily I confirm the reservation. That seems to eliminate some problems that might occur and makes things easier. In the rare instance where there are problems I call Airbnb to get advice on how to proceed. Some guests are needier of attention than others. We tend to give them space and privacy while being sure they feel welcome and that we are there to help.

[Daniel14106]

Thats a great approach Clear communication before confirming a reservation helps set expectations and prevents misunderstandings. Thankyou @David11951 

[Deirdre168]

Keep updating your rules to prevent guests from taking advantage of you.

[Alex]

Hi @Daniel14106!

Some experienced hosts have shared wonderful ideas on your post. How are you thinking of implementing them? Are you planning to publish soon your listing on Airbnb? We'd love to see you asking more such questions and start such discussions if you need more support from hosts. 🤗

Best wishes,

Alex