In your eyes, everything is perfect. Your Airbnb property is clean, your check in process was effortless, and you even left your guests some fresh flowers. But, despite all of you efforts, something goes wrong, and you get a complaint. How do you deal with it? Having a proper protocol for handling Airbnb complaints is the best practice that you should implement in your business as soon as you are able. That way, when complaints do roll in, you know how to address them and figure out how to make sure they don’t happen again.
How to prevent Airbnb complaints
They say that an ounce of prevention is worth a pound of cure. This is true when it comes to Airbnb reviews. The best way to take care of an Airbnb complaint is to stop it from happening in the first place. Making certain that you provide A+ service to your guests and provide them with cleanliness, value, and accuracy is paramount. We believe that it all comes down to transparency. As long as you let your potential Airbnb guests know about all of the good and not-so-good things about your property, you can definitely prevent a lot of complaints.
Pro tip: Go from Airbnb complaints to 5-star reviews by learning how to keep guests happy.
How to handle Airbnb complaints:
Even the best Airbnb hosts get complaints or bad reviews some time. It’s bound to happen eventually. When it does, don’t panic and don’t get mad. Taking the time to form a proper response is very important and will make you sound professional. When you do respond, always apologize and cite a specific course of action. For example, if your water heater broke when a guest was staying, apologize for the inconvenience and let them know that it has already been replaced. This may not make up for the fact that they had to take cold showers, but it does resolve the issue for anyone else that may want to stay at your property.
Pro tip: Most guests complaints come from slow response on the part of host or lack of information. If you’re having trouble keeping up with your guest communications, try Hosty’s Airbnb management software with AutoReply feature. Our professional property management tools are here to help you keep your guests as happy as they can be.
Airbnb complaints are hard to deal with. But, as long as you’re learning from them and responding to them properly, they’ll disappear and turn into 5-star reviews sooner than you think.