Help with long term guest demands

[Matu25]

I have a long term guest who I am doing my best to accomodate - i'm accomodating all of their concerns however, there's always something else. There are city workers on the block (construction) - say they are there too early disturbs her sleep. I have no control over this. I have a third room which is not readily available. She wants me to give her the room to stay instead of the one she's in. I'm saying it is not readily available. It is not part of the offering. I have traveled miles away on family emergency. I'm not sure what to do? I notified airbnb. 

[Alicia753 · Accepted solution]

Hi Matu,

In this situation, empathy and clear communication are essential. Acknowledge the guest's frustration about the construction noise, even though it's beyond your control. Offering a small gesture, like earplugs (this can be bought online), might help alleviate some of the disturbance and show you're responsive to their comfort. For the request to access an unavailable room, it’s reasonable to explain that the room is not part of the original listing and isn’t set up for guest use. Politely reinforce that you’re doing your best to accommodate within the listed features.

While you're handling a family emergency, staying connected through Airbnb’s messaging system will help you manage their concerns remotely. If possible, designating a local contact for on-the-ground assistance might ease some immediate concerns. Since you've already informed Airbnb, keep documenting all interactions with the guest through the platform, which will also help if the guest remains dissatisfied and you need further support from Airbnb.

Balancing responsiveness with clear boundaries should help maintain a constructive relationship while setting realistic expectations.

If the guest refuse to accept and wish to cancel, they can contact Airbnb.

I hope this helps.

All the best,

Upfish Management

[Matu25]

Thank you! This is very helpful!