As an Airbnb host, you want to provide an exceptional experience for your guests—from the moment they book to the second they check out. But despite your best efforts, some guests might still leave with a negative impression. Understanding the common complaints from Airbnb guests can help you address issues before they even arise, ensuring your guests leave happy and your reviews stay positive.
Here are some of the top things that upset Airbnb guests, and tips on how to avoid them.
1. Unclean or Poorly Maintained Properties
Guests expect a clean, well-maintained space when they book a short-term rental, and rightfully so. One of the most common complaints that Airbnb guests leave is about cleanliness or the overall condition of the property. Whether it’s a dusty countertop, unmade beds, or a broken appliance, a lack of attention to detail can leave guests feeling dissatisfied and frustrated.
Why it matters:
- Cleanliness and maintenance are among the top factors that influence guest satisfaction.
- A lack of cleanliness can lead to negative reviews and lower ratings.
How to avoid it:
- Invest in regular deep cleanings and create a solid cleaning checklist that covers all areas of the property.
- Schedule maintenance checks between guest stays to address any issues with plumbing, electrical, or appliances.
- Provide guests with a clean and comfortable space by paying attention to all the small details (like clean towels, fresh linens, and spotless bathrooms).
2. Misleading Listings or Photos
When guests book an Airbnb, they rely heavily on the listing description and photos to set expectations. If the property doesn’t match what was promised—whether it’s the size of the space, the amenities, or the overall ambiance—guests may feel deceived, which can lead to disappointment or frustration. A misleading listing can also hurt your credibility as a host and lead to poor reviews.
Why it matters:
- If a guest feels misled by the listing, they may leave a negative review or file a complaint.
- Accurate listings help set clear expectations, reducing the likelihood of disappointed guests.
How to avoid it:
- Make sure your listing accurately reflects the space, amenities, and any other important details. Don’t exaggerate or use outdated photos.
- Use high-quality, updated photos that showcase the property in its best light and give an honest representation of the space.
- Be transparent in the description about any limitations or quirks of the property (e.g., the space being smaller than expected, no parking available, or a noisy area).
3. Poor Communication or Lack of Responsiveness
Airbnb guests appreciate hosts who are responsive, helpful, and proactive when it comes to communication. Guests often get upset when they struggle to reach their host, whether it’s for simple questions or urgent matters during their stay. Delayed responses or a lack of clear communication can cause unnecessary stress, especially if there’s a problem that needs to be addressed quickly.
Why it matters:
- Poor communication can leave guests feeling unsupported and frustrated.
- Quick responses to guest inquiries often lead to higher ratings and positive feedback.
How to avoid it:
- Set clear expectations for communication by providing guests with all necessary details (like check-in instructions, Wi-Fi passwords, and emergency contacts) before they arrive.
- Be responsive to guest messages, and aim to reply within an hour or two, especially for urgent issues.
- Consider using Airbnb’s automated messaging feature to send pre-arrival instructions or check-in/check-out reminders to streamline communication.
4. Uncomfortable Beds or Poor Sleep Quality
Nothing affects a guest’s experience more than a poor night’s sleep. If your bed or bedding is uncomfortable—whether it’s an old mattress, scratchy sheets, or insufficient pillows—your guests are likely to be unhappy. Sleep quality is one of the most important aspects of a good stay, and discomfort can lead to complaints and negative reviews.
Why it matters:
- Guests expect a comfortable, restful experience during their stay.
- Poor sleep quality can affect your ratings and reviews, as it’s one of the key factors that guests notice.
How to avoid it:
- Invest in a high-quality mattress, pillows, and bedding to ensure a comfortable sleep environment.
- Change linens after every guest stay, and make sure they’re fresh and clean.
- Consider offering extra pillows and blankets for added comfort, especially if your property is in a location with varying temperatures.
5. Noisy Neighbors or Environment
Noise is a major complaint from Airbnb guests, particularly if they’re staying in a busy or crowded area. Whether it’s loud neighbors, street noise, or noise from within the property itself, disturbances can make it hard for guests to relax and enjoy their stay. If guests are expecting a peaceful retreat but experience constant disruptions, they may leave upset and frustrated.
Why it matters:
- Noise can affect a guest’s overall comfort and experience, leading to poor reviews.
- Guests may feel disappointed if they expect a quiet, peaceful environment but experience the opposite.
How to avoid it:
- Be transparent about the location of your property. If it’s in a noisy area, make sure to mention it in your listing, so guests know what to expect.
- Invest in noise-canceling measures where possible, such as soundproof windows or curtains.
- If there’s an issue with neighbors, communicate it to guests and provide solutions, such as earplugs or quieter times for check-in/check-out.
6. Lack of Essential Amenities or Supplies
Guests often expect certain amenities, such as toiletries, kitchen essentials, and extra towels, to be provided during their stay. A shortage of these basics—like running out of toilet paper, soap, or clean towels—can create a very frustrating experience. Guests may feel that they’re not getting what they paid for, and it can negatively affect their overall impression of the property.
Why it matters:
- Basic amenities and supplies are the foundation of a good guest experience.
- Not having essential items can create an impression of carelessness or poor preparation.
How to avoid it:
- Ensure that your property is well-stocked with essential items such as toilet paper, soap, shampoo, towels, and kitchen necessities.
- Regularly check supplies to make sure they’re replenished between guest stays.
- Consider providing extra amenities such as a coffee maker, snacks, or a guide to the area to enhance the guest experience.
Conclusion
As an Airbnb host, your goal is to create a welcoming, comfortable environment for your guests. By addressing the common issues that tend to upset guests—like unclean properties, misleading listings, poor communication, uncomfortable sleep environments, noise disturbances, and lack of essential amenities—you can avoid frustration and build a reputation for being a thoughtful and attentive host.
The more you anticipate guest needs and focus on providing a seamless experience, the more likely you are to receive glowing reviews and repeat bookings. After all, a satisfied guest is more likely to leave positive feedback, recommend your property, and return in the future.