3 Proven Steps to Handle Airbnb Guest Complaints and Still Get 5-Star Reviews

How to Handle Airbnb Guest Complaints Like a Pro (3 Steps That Actually Work)

If you're in the Airbnb game long enough, guest complaints are guaranteed. Whether it’s a broken lightbulb or a full-on meltdown about the Wi-Fi, how you respond makes all the difference. At BNB Guardians, we’ve hosted thousands of guests—and trust us, we've seen it all. The good news? You don’t need to panic. With the right Airbnb strategy, you can handle guest complaints in a way that actually builds trust and leads to better reviews.

Here are three simple steps we teach inside our Airbnb coaching program that will help you handle guest complaints with confidence and professionalism.

Step 1: Listen First, Fix Later

The biggest mistake most new hosts make is jumping in too fast with solutions. Slow down.

When a guest reaches out with a problem, let them talk. Don’t interrupt. Don’t defend. Just listen.

This builds trust. People want to feel heard, especially when they’re frustrated. Active listening is one of the most underrated Airbnb guest communication skills—and it’s one of the fastest ways to de-escalate tension.

BNB Pro Tip: A calm, empathetic tone can be more powerful than any refund.

Step 2: Acknowledge and Apologize

Once your guest finishes explaining, show them you get it.

Say something like:

“I’m really sorry you had to deal with this. That’s definitely not the experience we aim to provide.”

A little empathy goes a long way. Even if the issue wasn’t your fault, acknowledging it shows you take your Airbnb management seriously. You can also share your own disappointment that they didn’t get the top-tier stay you strive to deliver.

This is a core part of our Airbnb optimization method—when you care more than the average host, guests notice.

Step 3: Offer Flexible, Thoughtful Solutions

Now it’s time to fix the issue—but the key is to offer options, not just a single fix.

Let’s say a guest reports a maintenance issue. You could:

• Offer to send your team to fix it right away

• Provide a small refund if they prefer not to be disturbed

• Offer a future discount or gift card as a goodwill gesture
  

The point is to give the guest a say in how it gets resolved. Some will want action immediately. Others just want to be heard and don’t need anything done right away.

Inside our Airbnb Super Host Academy, we walk hosts through exactly how to handle these situations step-by-step so they feel natural and stress-free.

Always Keep Communication on the Airbnb Platform

This is non-negotiable. If you talk to a guest on the phone or in person, always summarize the conversation on the Airbnb messaging thread afterward. This protects you in case Airbnb support needs to step in and shows the guest you're being thorough and transparent.

You Can Handle This (Even If You're New)

Running an Airbnb comes with challenges—but with the right Airbnb strategy, even complaints can become opportunities. At BNB Guardians, we help busy professionals and aspiring hosts build profitable, stress-free short-term rental businesses. Guest issues? We’ve got scripts, systems, and solutions for that.

Need help with Airbnb?

👉 Join our free Airbnb Super Host Academy community or book a call with the BNB Guardians team. Whether you're just getting started or trying to scale, we’ve got your back.