As a host, you’ve probably come across some Airbnb guest complaints over the course of years. However, those who are new to the business might be unaware of and confused by some common Airbnb complaints.
The first thing you need to remember is that instead of worrying about the complaints, focus on solutions. Airbnb complaints could easily result in bad reviews and have a negative impact on your business. So, be sure to resolve them before they become a bigger problem.
However, you are unlikely to please each guest, and Airbnb complaints will happen sometimes. Though, by following these suggestions, you will be able to keep them to a minimum.
The good news is that most Airbnb complaints are actually easy to prevent. It takes some careful planning and extra effort to accomplish that. Here are some of the top Airbnb complaints from guests and how you can resolve them as a host.
Guests expect your property to be sparkling clean. This is why you must maintain a high level of cleanliness to ensure you meet the Airbnb quality standards. In addition, an enhanced cleaning routine guarantees a healthy environment for your guests.
Hiring a professional cleaning service will ensure that your place is perfectly clean for each new guest. If you plan to do the cleaning by yourself, you must put in extra effort to ensure an exceptionally clean and disinfected space.
Cleaning your rental doesn’t only mean taking out the trash and vacuuming. You need to clean all hard-to-reach places as well and pay attention to areas that are often overlooked. For example, dusting inside the kitchen cabinets might sound trivial to you, but it can have a big impact on your guests’ overall experience.
Guests will comment on things that you didn’t think mattered in their Airbnb reviews. You know how negative reviews can affect your business.
Moreover, make sure there are no unpleasant scents in the rental. Guests usually report unpleasant scents as a huge problem in reviews. Some may even exaggerate and describe their stay as unbearable due to the bad smell. To avoid such comments, equip your rental with scented candles and air fresheners.
Whether you opt for a professional cleaning company or plan to do the cleaning yourself, it is good to have a cleaning checklist at hand. It will help you ensure that you haven’t overlooked anything while preparing your rental for guests.
You should get to the property immediately or send someone over to address the problem. If you don’t handle the situation quickly, you may have to give the guest a full refund. This refers to a situation in which guests contacted Airbnb within 24 hours of check-in. To avoid getting a devastating review, offer a partial refund to the guest.
Although Airbnb hosts are ready to go the extra mile to create a warm welcome, many guests expect them to act as unofficial tour guides as well. To avoid bored guests complaining about the lack of attention and communication on your end, offer them an abundance of entertainment options. In addition, anticipate potential questions and describe the peculiarities of your property, and give a list of things to do in your area in your welcome book.
Provide your guests with detailed info to ensure they have a great Airbnb experience. In your welcome book, you can leave tourist guides and mention your favorite local eateries, cafes, pubs, etc. You can also include information on how to get to each destination from your place.
Keep your guests engaged by offering dining ideas and entertainment options in your area. This way you will welcome them to your city and ensure they have a great time getting to know its hidden gems.
Show them you are a caring host who goes above and beyond to ensure an exceptional guest experience.
As your guests arrive and get settled, be sure that you are quick in responding to any questions. Leave your guests several options for contacting you such as FaceTime, WhatsApp, Viber, Skype, etc. Such a thoughtful attitude will bring you one step closer to gaining a Superhost title! Also, it will help you to increase your occupancy rate and profits.
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Some guests might have trouble using electronics in your home. Be sure to leave detailed instructions for them on how to use the devices and connect to your Wi-Fi network.
A very common problem that guests might have after checking in is not being able to connect to your Wi-Fi network. Wi-Fi is as important as heating and light nowadays. Your guests might feel really upset if they fail to connect to your Wi-Fi network. Therefore, include info about what to do in case the Wi-Fi doesn’t work, i.e. an explanation on how to reset the Internet modem/router.
Share your Wi-Fi credentials before your guests’ check-in and highlight them in your welcome book. To avoid any Internet-related Airbnb complaints, be sure to respond quickly if your guests have some issues. Try to explain the solution via a call or direct them to where they can find detailed instructions.
When guests book your property, they expect to find the same amenities that are mentioned in your property description. If you want to avoid complaints about amenities, you shouldn’t claim to offer amenities that you don’t actually have.
Specifying amenities in your property description is one of the best ways to attract more guests to book with you. Honesty is the best policy and that’s why you should always specify only those amenities that you are able to provide. Be sure to check if all amenities are usable and in a working condition.
The odds are that there will always be that one guest who actually checks. Some may want to try out an amenity you promoted just because they find it interesting or want to see how it works. If they fail to find it or if it doesn’t work properly, you can end up receiving a bad review.
Also, if you decide to downsize, and remove some of the amenities from your property, be sure to update your description along with photos and delete the amenity from the list.
If a dishwasher stops running or a thermostat/AC doesn’t work properly, your guests will expect you to fix them right away. Otherwise, you can expect that there will be complaints about it.
If you aren’t able to resolve the issue yourself, ensure that your guests know that someone is on the way to repair any broken appliances. It is good to have a list of maintenance vendors that you can reach out to in such situations.
Time is of the essence if you want to avoid Airbnb complaints. Trusted maintenance professionals who are available at all times can help you avoid complaints about your promptness in handling emergencies. Moreover, always check the appliances in your rental before new guests check in to keep track of their condition.
Moreover, there are several digital tools that can help you be in full control of your rental from a distance. A smart thermostat, for instance, can help you remotely regulate the temperature inside your rental. If a guest has issues with turning on/off the heater, you can handle this via an app.
This is one of the biggest Airbnb complaints that guests might have. And, like many other ones, this complaint is also easy to prevent.
Such Airbnb complaints usually arise because hosts don’t upload enough photos that reflect the real condition of their property. Therefore, always take shots from several angles, not just the one that makes it look perfect. This way you will give your guests an honest representation of your accommodation.
If you are planning to hire a professional photographer, explain to him/her your expectations. If you decide to take the photos yourself, you can learn some tactics for taking property pictures that can help you capture great shots.
A few close-ups of carefully picked decorative items will also help to attract more guests and do wonders for your rental marketing! Anyway, it’s essential to stay honest and set appropriate expectations through your property photos.
Now that you know what the most common Airbnb complaints from guests are and how to deal with them, you can use this knowledge to your advantage. Keep in mind always to be realistic about what you offer and the items and appliances that are at your guests’ disposal.
Honesty can help you to maintain your reputation as a reliable host. Don’t make false promises of a great stay if you can’t meet the high expectations you’ve set.