- Rental Cleanliness
- Lack of Communication With The Host
- Wi-Fi Connectivity Issue
- Property And Amenities Not Identical To The Description
- Poorly Handled Emergency
Airbnb complaints are very common for Airbnb hosts. If you have guests, then you will have complaints. Some guests will complete their stay without a single complaint while some will call you every day. As an Airbnb host, you will be exposed to complaints, but the question is how to deal with them. The important thing is your response to such calls. The manner of dealing with the problem decides whether you will get a good review or not.
Don’t panic when you receive an Airbnb complaint. Instead of wasting time on overthinking, just find the solution. You receive Airbnb complaints when the guests are looking for a solution, so, just solve their problem and both the parties will be happy.
Different guests will have different issues. But some problems are always the same. You are not dealing with the Airbnb complaints all alone. All the hosts are facing the same issues. The difference is how every host handles the situation. Some might snap at the guests while others might deal with patience and get good reviews.
Patience is the main tool for satisfying your customers and securing good reviews. Even if you think a guest complaint is silly you have to handle it patiently. Just listen to the Airbnb complaint and try to solve it. Along with this, you can take measures to avoid the complaints at all.
Now, imagine you already know the solution to the Airbnb complaints you might receive in the future. It will make your life easier right? You can manage your property smoothly while effectively hosting your guests. This blog will help you achieve the same. Learn about the most common Airbnb complaints and their best solutions. Prepare your shield before the guests even complain.
Most common Airbnb Complaints
1. Rental Cleanliness
Cleanliness is the first thing your guests will notice after the check-in. It will decide the first impression after arrival. Cleanliness plays the main role in satisfying your customers and Airbnb reviews also have a separate section for it. So, you have to ensure that your property is nicely cleaned. Rental cleanliness complaints are the most commons ones. You might think that your property is clean, but you will still receive such complaints.
How to outsource Airbnb cleaning service in 5 minutes read in this article.
• Types Of Rental Cleanliness Complaints
Bad Odor – Guests can complain about a bad odor in the property. Bad odor can be a real mood killer for your guests. Some guests might exaggerate and complain that their stay was ruined due to the bad odor. It’s not untrue to say that a little bad odor can also ruin the moment.
Unclean Corner Of The Property – Every corner and every detail of the property are important. You can not ignore even the most isolated corner of your property. You may not imagine but your guest might go there and rest.
Unclean Property – You clean your property according to your standard which may or may not meet the guest’s expectations. In case the property’s cleanliness fails to meet your guest’s standards then you will have to face the ill consequences.
Full-Refund – If the guests complain within 24 hours of the check-in, then you will have to give a full refund. It will be a huge loss for any host and will ruin one’s reputation. The guests will be entitled to a full refund if you fail to meet the Airbnb cleanliness standards.
Bad review – If your property is not as clean as expected by the guests then be ready for bad reviews. If you do not take the Airbnb complaints seriously then the guest could ruin your listing on Airbnb.
• Damage Control
Act Spontaneously – Do not wait for even a second. As soon as you receive a rental cleanliness complaint rush to the property or immediately contact your cleaning company and get the problem resolved. Even if it is just a corner it should be cleaned. Your goal is to satisfy the guest so solve the unclean problem as soon as possible.
Offer a Gift – Solving the problem might not make up for the guests’ troubles. You can offer a kind gift to win their trust back. They might be disappointed with the ignorance but once you offer them a gift they might forgive the mistake and give you a good review. As a gift, you can order a half-price refund as well. It is better than a full refund and will fetch you good reviews.
To avoid rental cleanliness complaints, prepare your cleaning checklist. You can not afford to miss anything on your property. Every corner, window, showpiece, everything should be clean, shinning, and smelling nice. You can hire a cleaning company to get professional cleaning services. Attempt to meet Airbnb’s standard of cleanliness and don’t miss a thing.
2. Lack of Communication With The Host
Your guest may be visiting the city for the first time. He might be unaware of the neighborhood and would be lost without any proper guidance. Your guest will expect you to help. If you are unavailable or take time in replying, then it could lead to another Airbnb complaint. Remember communication is also a separate section in Airbnb Review. An unsatisfactory guest is a threat to your short-term rental business.
The guest is staying at your property in a location that you know very well. So, what do you think the guests should expect? In any event, if you fail to interact properly with the guests or maintain effective communication with them then it could lead to unfavorable results.
Bad Review – If you do not communicate with the guest and leave them hanging at a novel location then they might give you bad reviews. At least in the communication section, they will give unsatisfactory ratings.
Lesser Number Of Bookings – The bad reviews can lead to a lesser number of bookings. Your potential guests will scroll down the reviews, and as soon as they come to know that you are not interactive, they might switch to another option. Characteristics of hosts play a very important role in creating conversions.
• Damage Control
As soon as you receive this complaint, get ready. It’s okay that until now you were a little late with your replies but after this complaint, you will have to positively interact with the guests. Try to reply within an hour and sometimes initiate the conversation. You can text a hearty good morning text every morning. You have to maintain a positive relationship with the guest to ensure positive reviews.
There could be a lot of reasons behind the lack of communication. A short-term rental business can be overwhelming especially when you manage multiple properties. However, there is always a solution to every problem. In the case of this Airbnb complaint, you can maintain effective communication using management software such as Hosty.
You have to satisfy the guest by communicating with them. You can maintain continuous interaction by suggesting to them places to visit in the neighborhood. You can send them a warm welcome note after the check-in and send a what-to-do list every day. Make their stay memorable and guide them through your messages only. This will enable you to manage the stay remotely. However, it is not easy to send a personalized text to each guest every day. You will have hundreds of guests and it’s a lot of work to frame a new text every time.
The good news is that you can easily maintain effective communication by using Hosty’s messaging features. Hosty central inbox will allow you to manage all the chats from different listings on a single dashboard. You can see the details of bookings alongside the chatbox so that you can communicate effectively. You can also save templates such as welcome notes and daily routine and instruct the software to send triggered personalized texts. The content will be the same, but the name of the guest will be different. This could save you a lot of time and help you prevent this complaint.
3. Wi-Fi Connectivity Issue
In today’s digital world no one can live without Wi-Fi. You may even find your guests panicking in the absence of Wi-Fi. Unless your property offers a therapeutic stay without any internet connection you must fix this problem. Technology is our helper, but it can become a big problem.
Once the guests will be able to connect to the internet again, they will give you bad reviews and alert all the internet users to not book your property.
If you receive a Wi-Fi connectivity complaint, then you can immediately send a technician to solve the problem. You can also try to guide the guests and help them to connect with the Wi-Fi. Either way, ensure that your guests are connected to the Wi-Fi otherwise it won’t be good for your networking.
To prevent yourself from such complaints you should inform your guests in advance. Send them the Wi-Fi details beforehand. Even if you are not available after check-in they will be able to connect themselves. Regularly check your Wi-Fi and ensure that it’s working smoothly.
4. Property And Amenities Not Identical To The Description
Guests will expect to get everything that you have mentioned in the property description. Missing even one amenity could lead to an Airbnb complaint. Guests will feel betrayed when are not given what is promised. If guests booked your property thinking about something else and they got something different then you will land in a lot of troubles.
You can also read how to write great vacation rental description.
Inconvenience – Lack of amenities can cause several problems. If you have promised toiletries, then the guests won’s carry their own. In such a case if they don’t find toiletries on the property, they will be really angry.
Constant calls – If the guests are not comfortable and amenities are causing problems then they might call you more often. You might have other work to do but you will have to address this issue first.
Full-refund – If the guests find that your property is not the same as the photographs shown, then they can complain within 24 hours of check-in and you will have to give a full refund.
• Damage Control
If you missed out on detail or there is anything wrong with the Airbnb amenities, just act quickly. As soon as the guests demand an amenity that you have promised, just rush and fulfill their desire. Avoid questions back. Apology for the mistake and provide them what they want s that they can provide you a good review.
Be honest. Only promise those amenities which you can provide in reality. Furthermore, if you change any of the amenities don’t forget to update it on the listing. Post the real photos of your property. In case of renovation update the description. If you have multiple listings then use Hosty management software to access and edit all your listings easily on a single platform.
5. Poorly Handled Emergency
The guests might not appreciate a poorly handled emergency. If the tap in the kitchen is leaking, then you should attend to it immediately. Delay in dealing with emergencies is not acceptable by the guests.
Bad reviews – As with every other Airbnb complaint, this complaint will also result in bad reviews and a threat to your short-term rental business
• Damage Control And Precautions
The only damage control here is promptness. You should immediately address the problem and find a solution as soon as possible.
Airbnb complaints could be overwhelming but if you handle them with patience and promptness you can solve all of them. Your aim is to ensure customer satisfaction and procure good reviews so direct all your actions to just one goal. Wherever you feel difficulty in managing Airbnb complaints alone you can take the help of Hosty’s Airbnb management software.
Also you can read here how to efficiently manage Airbnb business remotely.