How do you handle negative experiences with guests?

[Elisa]

Hello everyone, I hope you are doing well today.😊

It’s impossible to deny that handling challenging situations with guests is something most hosts face at some point.

Whether it’s dealing with unexpected mess, following house rules, or communication challenges, every situation is unique. Some hosts prioritize addressing issues directly, while others prefer to document incidents and seek support in other ways.

I’d love to hear about any experiences you’ve had with guests and how you handled them.

What advice would you give to newer hosts facing their first difficult guest experience?

I look forward to reading your thoughts!

Warm regards 🌻,

[Zheng49]

Negative experiences can be hard to deal with. It is better to document everything with Airbnb, and have everything documented in writing in the message thread.

Based on prior experience, Airbnb support goes by what's in the message thread. Which makes sense I guess, they have nothing else to go by. 

SInce we only host stays under 26 days, it is theoretically possible to get Airbnb to cancel a reservation if the guest has broken house rule(s). It is then possible to get the local police to evict the guest. However, the guest CAN leave a review in this case, and I'm not 100% it's possible to remove the ensuing retaliatory review. So, I would advise caution before going down this route. 

[Elisa]

Hi @Zheng49 😊, 

Thank you for sharing your comment with the community!

Your advice is very important. Is it based on your experience? Have you handled any negative experiences in the past?

Warm regards 🌻,

[Andri-Setiawan0]

HI elisa, I overcome negative experiences with guests by turning them into suggestions and constructive criticism so that I can be the best host. THANKS

[Elisa]

Hi @Andri-Setiawan0 😊, 

I like your approach, and I can perceive a very positive attitude. This is truly impressive!

Have you handled one recently?

I would love to hear more from you!

Warm regards 🌻,

[Bryan982]

As a new Airbnb host, my first challenging situation involved a power outage in the area where my property is located. Unfortunately, my place isn't equipped with a generator, and this led to a guest complaint. The guest requested a refund due to the inconvenience, and I understood their frustration. I addressed the situation politely and, after considering the circumstances, decided to refund the guest.

While it was an unexpected issue, I learned the importance of clear communication and ensuring guests know about potential challenges before they book.

In hindsight, I take this opportunity to request Airbnb to have a disclaimer that any events beyond the hosts' control is a considered risk by the guest, and no refunds should be made.  I’m also considering investing in a backup power solution to better handle similar situations in the future, if my budget permits..............................

[Elisa]

Hi @Bryan982 😊,

Welcome to the community, and congratulations on your listing! 🎉

Your approach is truly inspiring.

Was that your first negative experience with a guest?

Warm regards 🌻,

[James-K3]

That is crazy, it was beyond your control...and then if you did not refund, that guest would have left a negative review. I am still learning, but I would hope Airbnb has some control over negative reviews !! Someone trashes your place and they can say if you leave them a negative review, they will leave you one ?

Sounds like the guest has a little too much power, because some ppl just dont get it...a bit scarey

[Aaliyah35]

I acknowledge their concerns, takes accountability, and shows your commitment to improving, which can often turn a negative experience into a more positive one.

[Elisa]

Hi @Aaliyah35 😊, 

Thank you for sharing this here!

You have a very good way of managing those situations. Have you had many negative experiences with your guests?

Warm regards 🌻,

[Collin18]

Every issue is unique, as is every guest's level of patience and concern over that issue. With that said, I can be a constant. I treat most significant issues with reimbursed nights.

I had a guest raise concern over an overall "old smell" in the house.  I offered exactly what I would want, free nights, with the opportunity for a full reimbursed cancelation. I document everything on the app in our conversation thread, but I choose to ALWAYS speak with them on the phone as well, documenting that conversation on the app. Empathy can soothe many issues. 

[Elisa]

Hi @Collin18 😊, 

I agree with you, every situation is different!

You offered very good options to your guests. What did they choose to do?

Warm regards 🌻,

[Collin18]

The guests opted for two free nights and left the loveliest review of all time. They reached out privately to let me know the stress they had been under in life.

[Arne341]

Hej

Om man är tydlig och har tydliga regler samt att man tycker om att ge service, så uppstår det nästan inga problem. Min regel nummer 1 är att gästen alltid har rätt. Och nummer två, är så inte fallet så gäller regel nummer 1

___

Hi there
If you are clear and have clear rules and you like to give service, there are almost no problems. My rule number 1 is that the guest is always right. And number two, if this is not the case, rule number 1 applies

[Google translation added by OCM]

[Elisa]

Hi @Arne341 😊

Thank you for sharing your approach here!

Have you had any negative experiences where, unfortunately, you didn't agree with your guest and applying rule number one was difficult?

Warm regards 🌻,