Hello @Elisa ,
That’s a great question, because it is not all sunshine and rainbows. My approach is to try to resolve issues myself and only turn to Airbnb customer service as a last resort.
If I have difficult guests, I handle the situation gently, overwhelming them with kindness. I often meet with them in person to listen to their concerns. Sometimes, the issue itself isn’t significant, but they just need to feel heard and know that their opinion matters. I do my best to resolve the issue as quickly as possible, treating their concerns as urgent. Some challenging guests are quick to track the host’s response time and may already be thinking about what to write in their review.
One incident stands out: a guest reported seeing a drunk man sitting on the ground near the main entrance inside the property. I hurried over and found that it was actually another guest from one of my other units. Since I didn’t want to physically intervene, I took a chair and sat beside him. Whenever he tried to shout or sing in his native language, I reminded him we had other guests. He also wanted to walk to the supermarket for more drinks, and I encouraged him not to go in his condition.
I kept the original guest informed, assuring them that I was there and everything was under control.
I stayed with this guest for about three hours until his friend, who had made the reservation, arrived. The friend helped him up and got him back to their unit to sleep.
