How to Handle Guest Complaints During Their Stay

A guest just hit you with a complaint mid-stay. Here’s how to communicate effectively to keep your five-star rating intact.

Author

Dom Trovato
February 07, 2025

Every Airbnb host will face this sooner or later: A guest messages you mid-stay, annoyed, frustrated—maybe even a little dramatic. The Wi-Fi is down. The AC isn't cooling. The coffee maker is “unusable” (translation: they couldn’t find the power button).

Most hosts panic. Some over-apologize. Others ignore the problem and hope it disappears. All bad moves.

The best hosts? They see complaints as an opportunity. Nail the response, and you don’t just fix the issue—you turn a grumpy guest into a raving fan.

Let’s break down a common headache: A guest claims the Wi-Fi is out, and they need it right now. What’s the move?

Mastering the Negotiation

Yes, even a Wi-Fi outage is a negotiation. The goal? Solve the problem fast while keeping the guest happy—without handing out unnecessary discounts or refunds.

Be Ready Before It Happens

Most guests don’t care why the problem happened—they just want it fixed, fast. That means you need a game plan before issues arise.

  1. Troubleshooting Checklist: Have a step-by-step guide for common Wi-Fi problems saved in your phone or notes app. This should include:

    • Restarting the router

    • Checking if other devices are connected

    • Confirming there’s no local outage

  2. Backup Plan: Some problems won’t have an instant fix. If the internet is truly down, be ready with a temporary solution.

  3. Tone & Communication Strategy: Guests feed off your energy. If you sound calm and proactive, they’ll follow your lead. If you seem clueless or defensive, their frustration will only escalate. Your job isn’t just to fix the issue—it’s to make them feel heard and reassured.

Now, let’s jump into the conversation. Here’s how you handle it like a pro:

Sample Conversation

✈️ Guest:
"The Wi-Fi isn’t working, and it’s really frustrating. I’m trying to get some work done, and this is a huge inconvenience."

🏠 Host:
"I’m so sorry to hear about the Wi-Fi issue. I completely understand how important reliable internet is, especially when you’re trying to work. I’m looking into what’s causing the issue."

✈️ Guest:
“I need it to be fixed right away. This is unacceptable."

🏠 Host:
"I understand your frustration, and I want to resolve this as quickly as possible for you. First, can you let me know if the modem’s lights are on? If not, restarting it often solves the problem.”

✈️ Guest:
"I already tried restarting it, and it didn’t work. This is unacceptable—I need this fixed immediately!"

🏠 Host:
"Thank you for letting me know you’ve already tried restarting. I completely understand how frustrating this must be, especially since it’s impacting your plans. My next step is to contact the internet service provider directly to check for outages or other issues in the area. They’re usually able to resolve problems remotely within a short time frame. While I’m handling that, is there anything else I can do to make this situation easier for you?"

✈️ Guest:
"This is really inconvenient. I need the Wi-Fi for work!"

🏠 Host:
"I hear you, and I’ll do everything I can to get this resolved quickly. I’ve escalated the issue to the provider, and I’ll keep you updated with any progress. In the meantime, if there’s anything else you need or an alternate solution I can assist with, please let me know."

✈️ Guest:
"I just don’t understand why this is taking so long. I need the internet now—I have deadlines!"

🏠 Host:
"I completely understand how urgent this is for you. Let me check with the internet provider again to get an updated timeline for resolution. While I do that, would a suggestion for a nearby coffee shop with strong Wi-Fi help as a temporary option? I want to make sure you have something that works for your needs right now."

✈️ Guest:
"I guess that could work, but I’d still prefer to use the Wi-Fi here."

🏠 Host:
"Of course, and I want to get it working here as quickly as possible too. I’ve just spoken to the provider, and they’ve confirmed a network issue in the area. They’re working to restore service and estimate it will be resolved within the next two hours. I’ll monitor the situation closely and let you know the moment it’s back online."

✈️ Guest:
"Okay, two hours isn’t ideal, but at least I know what’s going on. Can you recommend a place nearby where I can get some work done in the meantime?"

🏠 Host:
"Absolutely. There’s a great spot called [Coffee Shop Name] just five minutes away. They have reliable Wi-Fi and plenty of seating for working. I’ll send you the address right now. And again, I’ll message you the moment the Wi-Fi is back up."

✈️ Guest:
"Alright, thanks for the update and the suggestion. I’ll head over there for now."

🏠 Host:
"Thank you for your patience. I appreciate your understanding, and I’ll keep you updated every step of the way."

Follow-up actions:

If you want to take the next steps to really make up for the inconvenience, a good line is “I’d like to offer you a $20 Uber Eats credit to enjoy a meal on me.”

In this situation its also very important for the host to follow-up to ensure the issue is resolved once the Wi-Fi is restored:

🏠 Host:
“The Wi-Fi is back online! I’ve double-checked it on my end to ensure it’s working properly. Let me know if you experience any further issues, and thank you again for your patience.”

This ensures the guest feels informed and reassured that things are resolved.

Tactics used:

  • Empathy: Acknowledge the guest’s frustration and urgency without being defensive.

  • Goodwill: Offering a helpful alternative (local coffee shop) builds goodwill and shows you’re actively working on their behalf.

  • Emotional Control: Staying calm and focusing on providing solutions helps maintain control of the situation while avoiding escalations.

The Bigger Picture

Guest complaints are inevitable, but how you handle them is what separates average hosts from top-tier, five-star superhosts. The goal isn’t just to fix the problem—it’s to make the guest feel heard, respected, and reassured that they’re in good hands.

Try looking at the next complaint you receive as an opportunity to win the guest over. Mastering these interactions isn’t just about damage control; it’s about creating a stay so seamless (even with hiccups) that guests want to book with you again.

💡 You’re only as good as the people around you. 

Want to level up? Help your friends level up, too. Hit forward—it’s the easiest win you’ll get today.

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