How To Handle Abusive Airbnb Guests
You will have extremely abusive guests when you are running an Airbnb. It’s unavoidable, and that’s okay! Running a short-term rental business is not a zero-problem way to make money. Although you can automate some aspects of your Airbnb, you are still interacting with people and running a hospitality business.
There are better ways to do it, and there are worse ways to do it. We are going to talk about a personal experience of an abusive Airbnb guest and how we dealt with the situation.
What are some red flags to look out for?
Sometimes you can tell right away if a guest is going to give you issues. They may be sending a bunch of messages asking questions before they arrive or are very particular about what is in your home. Now this might not always be a bad thing, some people are very detail oriented and might want to know the status of their stay. But trust me, you will know if someone is taking it to the next level.
If people are pre-complaining even before their reservation, that’s a problem and it’s something to be aware of. Checking in early can be a normal request, but if the guest continues to ask for special accommodations even before they arrive, it could lead to them taking advantage of you for the rest of their trip.
From the moment our guest arrived, the complaints about the house began and they were things we couldn’t even control. The corners of the furniture were too sharp, there were too many plants inside and too many trees outside. If your guest first arrives and they begin sending messages about problems with the house immediately, you need to be prepared for what to do next. This isn’t to say that there can’t be a real issue that you need to fix as a host, but if they are silly like the ones stated above, it’s time to jump into action.
What to do if you have an abusive guest
When we began getting messages from the guest, I immediately went over to the house to see if there was a solution. As the guest was complaining on the phone to someone right in front of my face, I figured the first best suggestion was to offer for them to leave. The reservation hadn’t started yet so I explained that they would be able to be refunded all of their money. Unfortunately, sometimes guests won’t even let you help them, but you need to remain calm in situations like this.
When you have super abusive guests, you need to remember that you are running a business, you cannot take the situation personally. You will not run across that many of them if you set up your listing properly. Be sure to put your policies in place, have great communication, and use photos that accurately represent your home. When you set those expectations but get the once-in-a-blue-moon awful guest, you will know how to deal with it. Your main goal is to survive the reservation properly, write an honest review, and then move on with your life.
Keeping calm may be the hardest part of dealing with an abusive guest, but if you go out of your way to attack the guest, you are going to have consequences. Whether is be with Airbnb, neighbors, the community, or legal, it’s important to be the bigger person. Find a solution that works for both you and the guest, laugh it off, and move on to your next reservation.
Take a deep breath and get over it – at least that’s what I’m telling myself!
In Conclusion
Dealing with an abusive Airbnb guest is never easy, but it can be done. By understanding what to look out for and being prepared to take action if necessary, you will be able to handle even the most difficult guests without compromising your business or yourself. Always remember that no matter how tough a situation may seem, keeping calm is key in order to protect your reputation and maintain positive relationships with both your customers and neighbors. With these tips in mind, you’ll have all the tools needed for successful hosting experiences!
