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 🌻,

[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 🌻,

[Brian2834]

Hi Elisa,

Sure, and okay you're welcome to share: When it comes to handling any potential negative experiences with guests on Airbnb, I believe discretion is essential. Luckily, I’ve been fortunate to have positive experiences with my guests, and I strive to make every stay enjoyable for everyone involved. If a challenging situation were to arise, I’d address it professionally, ensuring the guest feels heard and respected while protecting the quality and reputation of the hosting experience. This involves clear, polite communication, focusing on solutions rather than problems, and keeping a calm, unbiased approach. By managing issues discreetly and proactively, I maintain a welcoming and harmonious environment for all my guests.

[James-K3]

I don't agree....some guests can ask or expect more than what is listed....they not ALWAYS right...but most of the time, yes.

[Char8535]

Morning...

My husband and I just completed our third season of hosting.  The learning curve for hosting continues. 

Our first season we learned a great deal, from damaged furniture  (we worked with AirBnB to resolve the issue of the damaged furniture) to a guest who felt she needed to be six inches from my face to get her point across (I listened, I thanked her for her input and resolved her issue).  My years of a  nursing  career have taught me that people want to be heard.  There have been a few times guests delivery of concerns are  lacking.  My survival tactic for nursing and now hosting has been... "Kindness, compassion and service to others."

Happy Hosting!

Char and Siggy

[Kitty-and-Creek0]

😍

[Elisa]

Hi @Kitty-and-Creek0 😊, 

I hope you are doing well!

Did you handle any negative experiences with a guest recently?

I look forward to hearing from you!

Warm regards 🌻,

[Kitty-and-Creek0]

@Elisa 

We've had no negative experiences at all with guests, since we dropped Instant Book (experiment). many years ago. All our guests are solid 10 stars these days! 

[Elisa]

Hi @Kitty-and-Creek0 😊, 

Thank you for sharing this with me!

I'm glad to hear you haven't had any bad experiences. How long have you been hosting?

Warm regards 🌻,

[Kitty-and-Creek0]

Thanks for asking, @Elisa 

We've been hosting on Airbnb for 11 years. Prior to that, we ran a wilderness resort with 12 houses on the property, and around 50 guests at a time. Since then, we have  hosted many interns, exchange students, fellow members of some international scientific and cultural exchange societies, plus touring musical artists from 20 years of concerts that we produced. So, a short answer would be just about 50 years of continuous hosting. 

[Elisa]

@Kitty-and-Creek0  Wow! That's impressive! 😍

Have you already shared this incredible hosting journey in the community?

Warm regards 🌻,

[Kitty-and-Creek0]

@Elisa 

Not exactly! But it is one of several concurrent career choices, and when we bought this house we intended immediately that it absolutely must be shared. 

[Elisa]

@Kitty-and-Creek0

You definitely should talk about this in the community, your story is so inspiring! 😍

You just need to start a new conversation here.

I am sure other hosts would love to learn from you!

Warm regards 🌻,

[Abby358]

@Kitty-and-Creek0 I’m so scared to do instant booking but I feel as though it would weed out a lot of growing pains. You recommend?

[Kitty-and-Creek0]

@Abby358 

It is all up to us as individual businesspeople. For me, IB is inappropriate. People fell in love with our photos and made assumptions! We were stressed. It was an experiment to try it, and it was short lived. You must make your own choice on this. stay in touch!

[Elisa]

Hi @Char8535 😊,

Congratulations on your third season of hosting, that must be exciting! 🎉

Your way of approaching situations like those is very successful.

Do your guests notice your empathy?

Warm regards 🌻,