5 Common Airbnb Complaints and How To Handle Them

March 18, 2024

As a property manager or Airbnb host, addressing guest complaints effectively is paramount to maintaining a positive reputation and ensuring repeat business. In this guide, we'll delve into the five most common complaints faced by Airbnb hosts and provide expert strategies for handling them with finesse.

Complaint #1: Issues With Cleanliness and Maintenance

Best Practices for Maintaining Cleanliness Standards

Cleanliness is one of the top factors that guests consider when leaving reviews. To uphold high cleanliness standards:

  1. Implement a thorough cleaning checklist: Ensure every area of the property is cleaned to perfection before each guest arrives.
  2. Schedule regular maintenance: Address any issues promptly to prevent them from escalating.
  3. Invest in professional cleaning services: Consider outsourcing cleaning tasks to reputable companies specializing in short-term rental properties.

Complaint #2: Inaccurate or Misleading Property Descriptions

Best Practices to Ensure Accuracy in Online Listings

Misleading property descriptions can lead to guest dissatisfaction and negative reviews. To avoid this:

  1. Provide detailed and accurate descriptions: Highlight the property's features, amenities, and any limitations truthfully.
  2. Use high-quality photos: Showcase the property in its best light to manage guest expectations effectively.
  3. Respond promptly to inquiries: Clarify any questions guests may have to avoid misunderstandings upon arrival.

Complaint #3: Problems With Check-In and Accessibility

Best Practices To Streamline the Check-In Process

A smooth check-in experience sets the tone for a guest's stay. Follow these best practices:

  1. Offer self-check-in options: Provide clear instructions and keyless entry systems to allow guests to access the property independently.
  2. Communicate in advance: Send detailed directions and check-in procedures to guests prior to their arrival to minimize confusion.
  3. Be available for assistance: Have a support system in place to address any check-in issues promptly.

Complaint #4: Lack of Amenities or Supplies

Best Practices To Meet and Exceed Guest Expectations

Guests expect certain amenities and supplies during their stay. Ensure guest satisfaction by:

  1. Conducting a thorough inventory: Stock up on essentials such as toiletries, linens, and kitchen supplies to meet guest needs.
  2. Offering extra amenities: Consider providing additional perks such as complimentary snacks, beverages, or local guides to enhance the guest experience.
  3. Requesting feedback: Regularly solicit feedback from guests to identify areas for improvement and adjust amenities accordingly.

Complaint #5: Unresponsive or Unhelpful Hosts

Best Practices To Develop a Responsive Communication Strategy

Communication is key to addressing guest concerns effectively. To be a responsive host:

  1. Set clear expectations: Establish communication channels and response times upfront to manage guest expectations.
  2. Be proactive: Anticipate guest needs and reach out to offer assistance before issues arise.
  3. Provide timely responses: Respond promptly to guest inquiries and complaints to demonstrate your commitment to their satisfaction.

Let TIDY Help With Your Airbnb Management

Are you struggling to keep up with cleaning and maintenance tasks for your Airbnb properties? TIDY, an AI Assistant designed to assist property managers, can streamline your operations and ensure your properties are always guest-ready.

With TIDY, you can effortlessly schedule cleanings, coordinate maintenance tasks, and maintain high cleanliness standards across all your properties. Say goodbye to guest complaints about cleanliness and maintenance issues, and hello to glowing reviews and satisfied guests.

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