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[choc123]

Hey everyone! I'm relatively new to hosting, and I’m dealing with a guest who's really wearing my patience thin. They’ve made multiple requests since checking in which I’m usually happy to accommodate within reason… but this guest is constantly messaging me for things that aren’t even part of the listing (like daily fresh towels, extra kitchen appliances, even specific grocery items!). I’ve politely reminded them what’s included, but the requests keep coming.
 
For those with more experience, how do you handle guests like this? I don’t want to be rude or get a bad review, but I also feel like they’re expecting a lot beyond what was advertised. Any tips for setting boundaries without coming off as unfriendly?

[back2thebay]

Do exactly what you're doing. Remind them politely about what's included. Direct them to a grocery, explain that your kitchen is equipped as advertised, and also that there's no daily housekeeping included.

Keep all communication THROUGH THE APP. The firmer you are now, the better the outcome. Either they will be dissatisfied and leave a bad review no matter what you do, or they'll quiet down and leave you alone. It's hosts that start caving to every unreasonable guest demand that run into real problems, because then people think that they can walk all over those hosts.

[CEOofFUN]

I'm an Airbnb user in addition to hosting and some of these requests people have are insane. I would never treat an Airbnb like a hotel. I always think of it as a home away from home. If I wanted a hotel experience, I'd book a hotel room.

[tjs127]

Provide what you can. Decline what you can't. It's not rude or unfriendly to say no.

[NegativeNancy]

Slow down your responses a bit. Be firm but polite, you could give a response stating “the amenities provided at the listing are shown in the listing. I would recommend referring to that, as previously stated I’m unable to accommodate your special requests as those are not services provided.”
If they keep hitting you with messages another route to I’ve gone is “I’m going to be working, while I will monitor messages coming in I will be unavailable for a short period of time.”
I’ll then read the messages and won’t respond to them, make them settle down.

[ChrisFromTheOC]

You have plenty of advice to keep doing what you are doing. Another approach to consider if it would work for you - cost the request price and communicate that e.g. “Our current prices reflect the listing offer however if you wish to add towels changed once per day we can do that for $x per day. If you would like to go ahead with this I will send you a request for the additional money and once received will start providing this additional service for you. Let me know how you wish to proceed”.

[Paule123]

I would do exactly this ^

You probably got someone who spends too much time in 5 star hotels on business trips and forgets Airbnbs are not hotels.