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Nestrs | Handling Airbnb Horror Stories
you won't believe these stories that have happened to Airbnb hosts...
airbnb, airbnb horror stories, bad airbnb, airbnb host, airbnb superhost, short term rental, airbnb tips, airbnb host advice
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Handling Airbnb Horror Stories

handling_airbnb_horror_stories

Handling Airbnb Horror Stories

handling_airbnb_horror_stories

Don’t Freak Out…

Ok… maybe these aren’t horror stories. BUT, this can happen in any business that you conduct!

In life, things can happen that make your day go differently than you expected, not to mention your business…and more specifically your Airbnb business.

Don’t let these stories stop you from being a host… The purpose of this post is to get you thinking about how to handle difficult situations that could arise in Airbnb hosting.

We’re going to be talking about ways you can PREVENT these horror stories from happening AND how to handle it if it DOES happen…

We Asked You All For Your Horror Stories…

A few weeks ago we asked you to share your ~spooky~ stories over on @Nestrs and @ThanksForVisiting_ Instagram accounts… and you guys totally came through.

Here are some of the stories you shared and how we would handle that situation.

Baby Daddy Issues…

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From @thegivingcabin.

Here is how you might be able to avoid this situation…or how to handle it if it does…

***When someone asks you if they may host a party in your space and you approve, be very specific about your house rules and set your expectations upfront. Remind them again on check-in day and have everything laid out in your Welcome Book.

***Give your guests a structure for when the party should end and when quiet hours begin.

***Remind guests in your messaging and Welcome Book that it is everyone’s responsibility to represent Airbnb listings by always being on their best behavior as hosts and guests.

Message the guest on whatever platform they booked the space on, let them know you were made aware of the late-night disruption, and remind them that they broke your rules. I’d also leave a constructive and honest review.

“Student Movie” Filming Gone Wrong…

airbnb_horror_story

From @mystudiobc.

Here is how you might be able to avoid this situation…or how to handle it if it does…

***Make sure guests know the house rules. We have a rule that no furniture is to be moved. (Unless it is a coffee table so that they are able to pull out a sofa bed, etc.)

***Have a statement in your listing that if anything is damaged, lost, or if additional cleaning is needed that they will be charged accordingly.

***Know why your guests are using your space! Ask questions! What are you coming to town for? What are you going to do while you are here?

***Leave a review letting future hosts know about how these guests were in your space. Be honest and professional.

***When your space is being used “commercially”, call the guest prior to their arrival and have a conversation about your expectations of them.

Dope Isn’t All That Dope…

airbnb_horror_story

From @dinayoder.

Here is how you might be able to avoid this situation…or how to handle it if it does…

***Have a statement in your listing that if additional cleaning is needed, they will be charged for it.

***Leave a review letting future hosts know about how these guests were in your space. Be honest and professional.

***Put a no smoking sign in strategic areas of your rental (like you might see in a hotel!) next to your Welcome Book with the disclaimer of what will happen if they choose to smoke.

***If you are worried about them actually coughing up the money you can always collect a security deposit at the time of booking.

***Bonus points to someone who can create an air quality control smart device that alerts you if smoke enters the air… or does this exist?! Let us know!

When a Mouse Tags Along for Your Stay…

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From @angel_gurl514.

Here is how you might be able to avoid this situation…or how to handle it if it does…

Love that we have a guest experience example here!

***One thing to remember is that while we strive to be better than hotels, Airbnb are not hotels.

***In my humble opinion… #micehappen!

***But also if you are the guest ask for what you want!! Partial refund? The rest of your stay canceled without charge?

This One Speaks For Itself…

airbnb_horror_story

From @peachstatepad.

Here is how you might be able to avoid this situationโ€ฆor how to handle it if it doesโ€ฆ

***Have a statement in your listing that if anything is damaged, lost, or if additional cleaning is needed that they will be charged accordingly.

***But also remember, romantic shit happens… people ๐Ÿ‘ will ๐Ÿ‘ have ๐Ÿ‘ sex ๐Ÿ‘ in ๐Ÿ‘ your ๐Ÿ‘ bed!!!

***You should be honest but professional in your review so that future hosts are in the know.

***It is totally ok to have a camera on the exterior of your property and nip it in the bud if you notice that there are more guests than are allowed at your property!

***We don’t recommend allowing real candles in your Airbnbs. We don’t even decorate with them. They are a liability and can be messy!

Guest Leaving a Heavy Footprint…

airbnb_horror_story
airbnb_horror_story
airbnb_horror_story

From @thelosthaus.

Here is how you might be able to avoid this situation…or how to handle it if it does…

***Have a statement in your listing that if anything is damaged, lost, or if additional cleaning is needed that they will be charged accordingly. Think about collecting a security deposit for every stay.

***Again, have a camera outside to monitor activity.

***I love how this guest thought long and hard about the lasting effects of this slob of a guest. Is it worth the extra time and energy to go and get money for the hosts troubles? That is up to you to decide…

***I would be strategic about the review based on how the guest responded. Make a note about how they didn’t read the house manual or listing but apologized once confronted. Then future hosts can make educated decisions about accepting reservations from them.

***Set a rule for yourself on when you would charge an extra cleaning fee… And stick to it! If it takes your turnover professionals only 30 minutes extra to clean up, maybe don’t? But if it is more than that maybe you should charge more?

This situation might just be the cost of doing business.

You Can’t Please Everyone… Our Horror Story

white_kitchen_with_subway_tile

This actually just happened last weekend.

This Airbnb is located in an apartment complex. It is in a fantastic location. We offer free parking. We make it very clear that this space is in an attic and the ceilings are…unique.

That is why this space is in Airbnb. Its in a great location, we offer free parking…and are clear about its unique features. If a guest doesn’t mind ducking before they enter the bedroom for a weekend, then they can stay in a highly coveted area at a great price!

white_painted_brick_in_living_room

Ok so… the guest booked and asked about the window situation. We were honest with them stating the exact amount and their location.

The guest never messaged us back and decided to book…

white_bedroom_blue_accents_white_painted_brick

On the day of their stay, they were having trouble with the Airbnb app… so we were mostly communicating through text (not the best situation because then our conversation is not recorded on the Airbnb platform. When you can, try to keep all conversations on the appliacation).

Checking-In Message…

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As a host, we always send a message the morning after their first night asking if there was anything we could do to make their stay better. We received no response from our guest.

Check-Out Instructions…

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We then send another message the afternoon before they checkout thanking them for staying with us and give instructions for checkout.

And that is when we received a loaded response…

They mentioned how they have had many lovely stays in Airbnb’s before but they have not had a pleasant experience in ours. They had many concerns regarding comfort, maintenance, and safety. They stated that they would not recommend our rental to family or friends. Say what?!

We were honestly pretty shocked to hear this…

We have had so many guests have amazing stays in this specific rental. Even a guest that stayed for over a month and really loved the unit…

We asked for them to elaborate on their statement about comfort, maintenance, and safety as that is a very vague comment and when you mention you didn’t feel safe…my heart sinks as a host!

white_kitchen_with_subway_tile

They said they would be more than happy to share their thoughts AFTER they checkout.

The evening after their checkout we received a series of texts going into detail with their experience.

They mentioned several items that were out of our control.

Such as… the layout and the unique ceiling construction of the unit. In addition to how uncomfortable the mattress is… the very mattress that we have been using for several years with thousands of stays. Guests have frequently specifically commented about loving the mattress in our online reviews! Not to mention, we do state in the listing that the bed has a Queen memory foam mattress…just in case memory foam isn’t your jam, you know before you book!

They also mentioned how their car window was smashed one morning with their valuables removed.

white_kitchen_with_subway_tile

Everything they stated… we made very clear in our listing and house rules. We let them know that the ceiling is awkwardly shaped as the space is located in an attic. We tell them that they are staying in a big city, and while our locations ARE SAFE that they should not leave valuables in their car.

We made ourselves available for our guests, invited them to let us know if they had concerns the morning after their first night and they still did not reach out until their stay was completed.

They didn’t leave us the opportunity to work with them to make their stay better.

We did, however, respond to their complaints after we eventually received them. We mentioned each complaint and acknowledged their right to their opinion.

living_room_with_skylight

We told the guest that their satisfaction is our #1 priority and we are happy to do whatever it takes to make the best of the situation even though it is now over.

Sometimes you do everything right and your customer still won’t be satisfied…

Guests can get upset about one thing and pick your entire space apart. All we can do is make our guest feel heard and acknowledge that we value their input.

You can even ask them, “How can we make this right for you?”

How would you handle these situations?!

There is no one way to handle a guest complaint. There is no one way to handle an unruly guest. Before you open your doors…or before your next guest arrives…review your listing. Are your rules clearly laid out? Are you firm about your expectations? Is your listing accurately described pointing out not only its pros but also its cons?

Remember, you want to attract guests who will absolutely love their stay. And when guests who aren’t great matches for your space slip through the cracks, hold your chin up high, stay calm, and remain solution-focused. Learn from every experience and grow as a host over time!

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