TheSTRsite General Complaints A Short Term Rental (STR) Forum Community

[DELLAS]

Occasionally I get complaints from a guest after the stay and here is what I have come to realize:

1. if you respond and apologize they just get angry and request a refund and likely leave angry review. Guests tend to ‘pile on’ and it just gets worse.
   
2. if you ignore their complaint, they forget about it and this seems to have the best results. May or may not leave a bad review.
   

Basically, I’ve had little to no success mitigating guest complaints AFTER the stay, they are LOOKING for you to admit guilt and possible some sort of refund.. there was dust somewhere, or a piece of hair somewhere, you admit fault and say sorry , they instantly request the cleaning fee to be refunded or something like that.

[ProjectQuattro]

As someone who frequently uses Airbnb, some hosts text within 1-2 hour of check in period asking if the check-in was smooth or if the guest has any questions. This gives them ample of time to make sure they don't have any issues with the property. You can maybe use this tactic for your future guests to ensure they don't ask for refund.