Every property owner eventually encounters a difficult guest. It might be someone who violates house rules, demands refunds for minor issues, or leaves the property in poor condition. How you handle these situations affects your reviews, your stress level, and your future bookings.
This guide provides frameworks for managing the most common challenging guest scenarios while maintaining your professional reputation.
Prevention: The Best Strategy
Most difficult guest situations can be avoided with proactive measures.
Clear House Rules
Guests can’t follow rules they don’t know about. Make your expectations explicit:
Before booking:
- Display key rules prominently on your listing
- Require acknowledgment of rules in booking process
- Be specific about deal-breakers (parties, pets, smoking)
Upon arrival:
- Provide a printed or digital house manual
- Highlight the most important rules
- Explain the reasoning behind restrictions
Rules that prevent problems:
- Maximum occupancy (with consequences for violations)
- Quiet hours (specify times)
- Parking restrictions
- Pet policy (if applicable)
- Smoking policy (be explicit about where)
- Party/event prohibition
- Check-in/check-out times
Guest Screening
While you can’t discriminate based on protected characteristics, you can:
- Review guest profiles and previous reviews
- Ask about the purpose of their stay
- Request verification for certain concerns
- Trust your instincts about red flags
Red flags to watch for:
- Local guests booking weekend nights (possible party)
- New accounts with no reviews booking large properties
- Vague answers about who’s staying
- Requests that don’t match your typical guest profile
- Pressure to communicate outside the platform
Security Deposits and Damage Protection
- Set appropriate security deposits or damage protection fees
- Use platform damage protection programs
- Document property condition before and after each stay
- Consider exterior cameras (disclosed) for party prevention
Common Scenarios and Solutions
Scenario 1: Rule Violations
Situation: You discover guests are hosting a party, smoking inside, or exceeding occupancy limits.
Immediate response:
- Document the violation (noise readings, camera footage, neighbor reports)
- Contact the guest directly—call, don’t just text
- State the violation and the expected resolution clearly
- Give a reasonable deadline to comply
Script:
“Hi [Name], I’ve received reports of [violation]. This violates our house rules that you agreed to when booking. I need this resolved within [timeframe]. If the issue continues, we may need to end the reservation early per our policy.”
If they don’t comply:
- Contact platform support with documentation
- Request reservation cancellation with no penalty to you
- In extreme cases, contact local authorities (noise violations, trespassing)
After resolution:
- Document everything in platform messaging
- Review honestly if leaving feedback
- Consider what preventive measures would help
Scenario 2: Unreasonable Complaints
Situation: A guest complains about things beyond your control (weather, neighborhood noise, “too far from the beach”) and demands refunds.
Response approach:
- Acknowledge their frustration genuinely
- Separate valid concerns from unreasonable expectations
- Offer reasonable solutions without accepting fault
- Don’t cave to demands that aren’t justified
Script:
“I’m sorry the weather hasn’t cooperated with your plans. I understand that’s disappointing. Unfortunately, we can’t control or refund for weather. What I can do is [offer specific alternative: restaurant recommendations, indoor activity suggestions, etc.].”
When to hold firm:
- Issues clearly disclosed in the listing
- External factors beyond your control
- Complaints that don’t match the property description
- Demands that seem designed to get free stays
When to offer something:
- Legitimate issues you could have prevented
- Good-faith gesture to a reasonable guest having a bad time
- Situations where a small concession prevents a large problem
Scenario 3: Damage Discovery
Situation: A guest damages your property—either reporting it or discovered after checkout.
If guest reports damage:
- Thank them for their honesty
- Assess the damage (photos, repair estimates)
- Determine if it’s within normal wear or beyond
- Process through appropriate channels
Script:
“Thank you for letting me know about [damage]. I appreciate your honesty. Let me assess the repair cost and I’ll get back to you. Small accidents happen, and I’ll work with you to resolve this fairly.”
If discovered after checkout:
- Document thoroughly with photos and timestamps
- Get repair estimates in writing
- Contact the guest first, then platform if needed
- File claims within platform deadlines
Navigating claims:
- Airbnb requires claims within 14 days of checkout
- Provide documentation: photos, receipts, comparable replacement costs
- Be reasonable—claims for minor wear damage credibility
- Follow up persistently if claims aren’t resolved
Scenario 4: Refund Demands
Situation: A guest demands a full refund for a minor issue or mid-stay.
Evaluate the request:
- Is the complaint legitimate?
- Was this something you could have prevented?
- How does the demand compare to the issue severity?
- What does your cancellation policy say?
Response framework:
- Investigate the claim thoroughly
- Offer to fix the problem if possible
- Propose fair compensation based on actual impact
- Don’t agree to refunds that exceed the issue’s impact
Script:
“I understand [issue] impacted your stay. Let me see what we can do. I can [offer solution: fix the problem, provide partial refund, offer discount on future stay]. A full refund isn’t warranted given [the issue’s actual impact/your policy], but I want to make this right.”
Avoiding review extortion: Some guests threaten bad reviews to get refunds. Platforms prohibit this behavior.
- Document any threats in platform messaging
- Report extortion attempts to the platform
- Don’t give in to extortion—it encourages more
Scenario 5: Overstaying Guests
Situation: Guests don’t leave on time, affecting your next booking or cleaning schedule.
Before it happens:
- Confirm checkout time in advance
- Send a reminder the morning of checkout
- Explain why on-time checkout matters
If they’re late:
- Contact them immediately via call
- Be direct but professional
- Explain the impact on your next guests
- Escalate if they refuse
Script:
“[Name], checkout was at [time] and I haven’t heard from you. Our cleaning team is waiting and we have guests arriving in [X hours]. Please contact me immediately to let me know your status.”
If they refuse to leave:
- Contact platform support immediately
- Document the situation thoroughly
- In extreme cases, this becomes a legal matter requiring local authorities
- Review your terms for overstay fees
Scenario 6: Bad Reviews
Situation: A guest leaves a negative review you feel is unfair or inaccurate.
Assess honestly:
- Is there truth to any part of the review?
- Does it violate platform policies (extortion, discrimination, false statements)?
- How will future guests perceive it?
Respond publicly: Every response is read by future guests. Your response is often more important than the review itself.
Response formula:
- Thank them for feedback (briefly)
- Address specific claims factually (if needed)
- Describe what you’ve done to address any issues
- Keep it short and professional
Example response:
“Thank you for your feedback. I’m sorry the hot tub wasn’t at your preferred temperature—we’ve since adjusted our heating schedule to ensure it’s ready for evening use. We take all feedback seriously and continuously improve our property.”
What not to do:
- Get defensive or argue
- Reveal private guest information
- Match a rude tone
- Write lengthy rebuttals
- Accuse guests of lying (even if they are)
Requesting review removal: Platforms will remove reviews that:
- Violate content policies (profanity, discrimination)
- Contain provably false statements
- Were left as extortion after receiving a refund
- Review the wrong property
Submit removal requests with documentation. Don’t expect success unless violations are clear.
Communication Principles
Throughout Any Difficult Situation
Stay in platform messaging: All communication should happen within the booking platform’s messaging system. This creates a record and protects you if the situation escalates.
Document everything:
- Take screenshots
- Save photos with timestamps
- Keep notes of phone conversations
- Preserve all evidence
Remain professional: Your responses may be read by platform mediators. Stay calm, factual, and professional regardless of the guest’s tone.
Respond promptly: Delayed responses escalate tension. Even if you need time to decide, acknowledge the message and commit to a timeline.
Know when to escalate: Platform support exists for a reason. Don’t hesitate to involve them when:
- Safety is a concern
- Rules are being violated
- The guest becomes threatening
- You can’t reach resolution directly
Recovery After Difficult Guests
Protecting Future Bookings
- Address any issues mentioned in reviews
- Update house rules if needed
- Improve screening processes
- Review and strengthen policies
Personal Recovery
Difficult guests can be draining. After a challenging situation:
- Debrief with someone who understands (other hosts, your manager)
- Identify what you’d do differently
- Remember that most guests are wonderful
- Don’t let one bad experience change your approach to good guests
Dealing with difficult guests is one of the most time-consuming aspects of self-management. Learn how our team handles guest issues 24/7 so you don’t have to.
