Over time you’ll start to learn your common Airbnb guest complaints and should be able to resolve them from the get go.
It’s never nice having to deal with guest complaints. Often whilst you can do everything you can to avoid them, they can still occur for the most random things.
Everyone is different but making sure your guest has the most pleasant stay possible is vital to retain good reviews. With a catalogue of consistently good reviews, more bookings ultimately follow.
Thankfully, I’ve put in a lot of work to avoid any possibility of a complaint. I think for most established hosts these are quite rare to receive too.
This doesn’t just apply to Airbnb rentals either. Any platform your short term let is listed on can experience these guest issues.
You’ll be surprised what points guests will raise with you, so this is no means an exhaustive list at all. These are the most common things guests often raise and suggestions on what you can do to fix the issue.
Noise
Anyone sleeping in an unfamiliar bed is going to have a little bit of trouble sleeping. This is doubly the case if the environment surrounding is different to what they are used.
Guests used to quiet country life are going to have a little bit of trouble getting used to the nightlife sounds of a city or a town high street.
Likewise, those used to a city might have trouble with the dead silence of a remote property.
Whilst there’s not much you can do for the latter, you can do something to help dampen noise. By doing this, guests can get a better nights sleep.
If you’re in a busy location, It’s always worth mentioning that the property is surrounded by the bustling night life of a city.
I’ll always remember my surprise when I stayed in a hotel in New York City. I will never forget the low rumbling roar of the city below all night. It also amazed me how quickly you get used to it and don’t notice the honking of traffic.
My Airbnb for example is in a small block of flats with 3 floors. Occasionally you can hear the neighbours upstairs moving about.
Because of this, I supply individually bagged ear plugs just in case. This costs me pennies per booking and actually can be a lifesaver for a good review.
Too hot or too cold
Another big thing is being comfortable with the temperature, particularly at night. Older properties can get colder quite quickly especially in the winter months.
We all have our own sleeping preferences when it comes to temperature. Just by simply adding a fan to the room as well as extra blankets, guests can get to sleep easier.
If it’s really cold, or has the potential to be – a quiet space heater should also be provided.
Not getting what’s advertised/misleading images
Understandably, if a guest is promised or shown something featured in your listing, they’re going to feel a little cheated.
Properties change overtime, amenities break, things get ruined or you move things around.
Making sure your listing images are up to date not only gives you a bit of favour in search algorithms. It also gives guests a more accurate representation of where they are staying and what they are paying for.
If you feature any product amenities guests will have access too, for example tea’s and coffee’s – try and stick to the same brands you show in your images where possible for uniformity.
The closer your guests arrival matches the images shown online, the happier their initial arrival experience will be.
Cleanliness issues
Everyone has different ideas and expectations when it comes to cleanliness. Some notice things more than others due to their own standards. However, one issue you really don’t want a guest to raise is with cleanliness.
Sometimes, things get missed whether that be from yourself cleaning your property or from a professional cleaner doing it. Unfortunately, nobody is perfect and this happens time to time.
However, if your guest is picking up and noticing several issues during their stay, take note. I’d be inclined to take a look at your cleaning standards and routines.
There really is no excuse for not getting a guest review that included a 5 star cleanliness score.
If you can, fix the issue for the guest right away. If it’s a general cleanliness issue you can offer to go in and complete a full clean of the property for the guest when they are out for a few hours. As long as you show pro-activity the guest can be won round and you can salvage the situation.
If you aren’t able to clean during their stay or if the stay is too short, give your property a deep clean after. Taking a little bit of extra time and care when cleaning can be the difference between a 5 and 4 star rating.
Uncomfortable Bed
It’s always odd being away from home and in a strange bed. Everyone has a preference or will notice something they aren’t used to. A mattress can be too firm, or too soft.
The cheaper the mattress, the more complaints you are likely to have. Spring mattresses are uncomfortable and dated.
Nowadays mattress with air pockets instead of springs or memory foam are much more comfortable. Both are associated with a better nights sleep.
It’s not always possible to suddenly replace a mattress. Mattress toppers are an affordable way to transform an old mattress to make it comfortable again.
Maintenance Issues
In short term rentals, it happens all the time – stuff gets constantly broken or damaged. If it isn’t the occasional broken glass, chipped plate or damaged cupboard door, sometimes it can be items guests will be using.
Nothing is more frustrating that going to use an appliance only to find its damaged. I.e for example a kettle with a broken or damaged lid.
The appliance or object may still work fine even with whatever the fault is. However, this can create a negative experience for the guest.
If you tried to keep of top of replacing every little maintenance issue after each booking, renting just wouldn’t be financially viable.
These things happen, but repairing or replacing things as frequently as you can is imperative for a good guest experience. It also makes your guest feels like they are getting good value for money.
Broken items give the impression of a well used and potentially grubby space. Don’t let your guest’s stay feel like this.
Lack of Privacy
A good host is always available but not always present. Try and give your guests space, particularly if you offer a live-in rental situation with guests staying with you.
There’s a fine line between making guests feel welcome and smothering them. Always be warm and approachable and after introductions and helping the guest settle in, let them approach you.
In full property rentals, a common guest complaint revolves around surveillance cameras. There should be no interior cameras but sometimes exterior CCTV can make guests feel uncomfortable, particularly if it’s excessive.
Lastly, some properties may not have a live in host but may have different guests staying across the property independently. Whilst you can’t control guest interactions, keeping boundaries clear for multiple guests is advisable. I.e, making it clear who’s individual private areas belong to who can help alleviate this problem.
Slow Wifi
I personally would probably not stay at a property if it didn’t have WiFi, especially if it’s a remote location. What once used to be a luxury amenity has pretty much become a necessity for almost all guests.
If you are a UK host, you can save money by not investing in premium cable TV. You can go further by not offering terrestrial TV and in turn, saving money on a TV license.
This means the only other TV entertainment guests you can offer will be streaming services like Netflix. This works out much cheaper and in most cases is perfectly suitable entertainment during a guests stay.
Slow internet is going to make streaming miserable for guests. My property tends to be booked by couples looking for a night away. Movies on the sofa are an integral part of this in my rental. Because of this, high speed internet is a big deal.
When I lived in the property, basic WiFi worked for me. When I started renting, I quickly realised my basic internet was not going to meet the demands of guests. Movie streaming whilst using social media and streaming reels and videos was making guests miserable.
Summary
Sometimes, no matter how hard you try, you can’t resolve a guests issue before the booking ends. If it’s a single extreme complaint from a fussy guest I’d be inclined to shrug it off.
However it’s worth making a note of issues that keep cropping up. As a good host you should make a point of fixing them as soon as you can. Your reviews will thank you for it.
And finally, the great things about common Airbnb guest complaints, is that you can preempt and solve them before they even arise.