Your role as an Airbnb host is to ensure a hassle-free and comfortable stay for your guests. Unfortunately, some issues can happen in the short-term rental game, which translate into bad reviews and less business. This article presents the top ten most frequent Airbnb guest complaints and, more importantly, how to avoid them even before they occur. By staying ahead of these pitfalls, you can provide a five-star experience, enhance guest satisfaction, and increase the profitability of your rental to maximum levels. Keep reading to discover how to avoid these traps and make your Airbnb shine among others.
Cleanliness Issues
Complaint – Guests expect a clean environment, and even the smallest presence of dirt, dust, or dirty sheets can lead to dissatisfaction.
Prevention:
- Hire a professional cleaning agency or an exhaustive cleaning checklist.
- Conduct a walk-through before guest check-in.
- Provide extra linens and cleaning supplies for long-term stays.
Misleading Listing Descriptions
Complaint – Guests are upset when the rental house doesn’t look or look as depicted or described. Not too sure how many of you will get my catfish reference here…
Prevention:
- Provide high-quality, honest photos of all rooms and amenities.
- Be frank in room description, potential noise, or peculiarity of the space.
- Keep your listing current with changes.
Poor Communication from Host
Complaint – Guests are upset when they are unable to reach the host with questions or issues.
Prevention:
- Use automated messages for check-in/check-out details and FAQs.
- Respond promptly to questions, ideally within one hour.
- Provide multiple channels of communication (Airbnb chat, phone, email).
Uncomfortable Beds or Low-Quality Linens
Complaint – Guests complain of firm mattresses, flat pillows, or scratchy sheets.
Prevention:
- Invest in high-quality mattresses and linens.
- Offer a variety of pillows to suit different sleeping habits.
- Replace linens every 6-12 months for comfort and freshness.
Recommended Products:
King Size 4 Piece Sheet Set – Comfy Breathable & Cooling Bed Sheets Set – Hotel Luxury Bedding
ViscoSoft 3 Inch Memory Foam Mattress Topper King – Select High Density
Noisy Environment
Complaint – Guests are disturbed by outside noise, traffic, construction, or raucous neighbors.
Prevention:
- Be very transparent and upfront about noise in your listing. I can not stress this enough. If you are right above the bar in the middle of downtown, please put that in your listing! If there is construction on the neighbors house that is right next door, please put that in the listing!
- Add heavy drapes or soundproofing elements.
- If you foresee the sound being an ongoing issue you might want to leave white noise machines
- And if you skipped the first bullet point, list possible sources of noise in your description 🙂
Check-In or Check-Out Confusion
Complaint – Guests have difficulty checking in or get confused.
Prevention:
- Use self check-in capabilities such as smart locks or keyless entry.
- Provide a step-by-step check-in guide with pictures.
- Clearly outline check-out expectations in advance.
Wi-Fi and Tech Issues
Complaint – Slow or unreliable internet is a deal-breaker for the majority of guests.
Prevention:
- Invest in speedy internet and add the Mbps speed to your listing. Highly recommend adding a mesh router to cover your entire house including your porch or decks. Check out this router:
- Leave Wi-Fi login credentials in plain sight.
- Keep backup Ethernet cables or an alternative Wi-Fi source handy.
Poor Amenities
Complaint – Guests expect more than the bare minimum, including toiletries and kitchen supplies.
Prevention: I wrote a whole blog post discussing The Best Amenities Travelers Look for in a Vacation Rental! Give that post a read if you would like to learn more about providing the best amenities.
Temperature Control Problems
Complaint – Guests are uncomfortable as they are unable to control the temperature.
Prevention:
- Give clear instructions on how to use the thermostat.
- Give extra blankets and portable fans for added comfort.
- Think about buying a smart thermostat for remote access.
- We have had great success with Google Nest Learning Thermostat – 3rd Gen (2015) – Programmable Smart Thermostat for Home. You can also level up your hospitality with turning on/off ac/heat remotely before your guests check in.
Security Concerns
Complaint – Guests feel unsafe because of poor locks, poor lighting, or security threats.
Prevention:
- Install smart locks and ensure all doors and windows lock correctly.
- Install motion-sensor lights for late check-ins.
- Provide an outdoor security camera (without compromising privacy).
Final Thoughts
Preventing these common Airbnb guest issues requires proactive measures. Solving these issues beforehand will allow you to enhance the guest experience, receive more five-star ratings, and book more guests.
To make your Airbnb hosting easy, Stay Nestled offers professional short-term rental management services. Let us fine-tune your rental for hassle-free guest experiences and optimal profitability. Contact us today!