Handling Guest Complaints

When a guest arrives at your property or has been staying for a few days and encounters an issue, it's crucial to address their complaints promptly and effectively. Common complaints may involve cleaning, missing items, or damaged items amongst others. 

Guests are entitled to compensation for any disruptions during their stay that they were not responsible for and were not clearly informed about before booking. The compensation should be proportional to the impact of the disruption.

Addressing complaints promptly is crucial. While guests may mention issues in their reviews, they are likely to be more positive if the host responded quickly and effectively. Positive reviews directly influence the number of future bookings you receive.

Moreover, compensation doesn't always have to be monetary. Many guests appreciate gestures like local produce, a complimentary dinner, or similar thoughtful offerings.

Immediate Response and Communication

• Maintain constant contact with the guest and provide an instant solution whenever possible.
• If the issue cannot be resolved immediately, keep your guest regularly updated on the progress.
• Document the problem with photos or videos, including a timeline of when the issue started and how long it took to resolve. This documentation can be shared with the relevant platform if needed.

Handling Compensation Requests

• Guests may request compensation for the inconvenience. If you are unsure of the appropriate amount to offer, please contact us for guidance.
• We are also available to mediate between both parties if the situation becomes uncomfortable or if there is a language barrier.
• Ensure that any agreed refund percentage is clearly understood; mention a clear amount, or a percentage on the total price paid by the guest. For example, if you offer a 50% refund, the guest will expect to receive 50% of the total booking price. You must cover this amount, as the platform will not refund their commission for issues at the property.

Processing Refunds

• If you agree to refund or compensate the guest, inform us so we can process the refund on your behalf.
• In rare cases, both parties may agree to a direct refund from host to guest. If this occurs, especially with cash payments, create a receipt signed by both parties and make sure to send us a copy of it so we are aware.

Platform Interactions

• Although guests are advised to contact the person onsite, sometimes they contact the booking platform instead. The platform will then reach out to us, and we will ask you to contact the guest promptly with a solution.
• If we do not receive a response from you, the platform may proceed to issue a partial or full refund, which will require a bank transfer from you.

Platform Responsibility

• Keep in mind, the different platforms are not responsible for issues related to the property itself and will not refund their commission.
• Be aware of each platform’s hosting standards. In agreement with these, they will refund or cancel bookings in case of violations, provided the guest gives valid documentation.

By following these guidelines, you can ensure that guest complaints are handled efficiently and professionally. 

Related articles:

Airbnb refund policies

Most common guest complaints