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how to deal with guest/host complaints
It's going to happen so let's have a plan
Logan Robison
September 05, 2024
A shortcut to your cleaning empire
Tired of scrolling through endless blogs, Facebook threads, and TikTok reels? Skip the noise! I've packed everything you need to know about breaking into Airbnb cleaning into a streamlined 2.5-hour video course. No fluff, just the essentials. Check it out here!
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“Logan´s Airbnb Cleaning-Course is perfect for anyone that is interested in starting a business in the industry. He has given me all the necessary information and advice to get a good start in my own business”
You know that sinking feeling when your phone dings and it’s a photo from a host? Yeah, it’s never good news.
A guest has checked into the property and has noticed a few issues. Maybe the cleaner thought the bed wasn’t slept in so she didn’t change the sheets, or maybe the toilet wasn’t cleaned thoroughly and hair abounds. Whatever it is, this is an issue. 🤷♀️
So what do you do? After you take a minute to recover from the minor heart attack, what is your first move?
First things first, take a breather and evaluate the situation. A couple of questions to ask yourself:
How big is the issue?
How long has it been since the guests arrived?
Does the photo evidence convey an error on the cleaner’s part?
Did the cleaner submit photos that you can review?
Knowing the answers to the above questions can help you sort out your next move.
Code Red: Major Mess Alert
If it was truly a big deal (dirty sheets, entire sections of the house were missed, etc.) and the guests have arrived within the past 24 hours, my first response is to apologize and offer to send a cleaner over immediately to resolve.
Of course, some guests will insist that the cleaner does not need return. But if you offer (and follow through) the host will know you are genuinely interested in providing a good experience for their guests and you might win some brownie points.
Overblown or Overdue?
What if the complaint is not that big of a deal and you think that the situation is overblown? For example, we once had a guest complain that the garage wasn’t swept out 🙄
In these cases, I ensure this item is indeed on our departure cleaning checklist and apologize to the host. I let them know that we’ll make special note of this task during the next turnover clean.
Deep Clean Drama
If the guest complained about an item that is typically only addressed during a deep clean (e.g., the blinds on the windows could use some work) it’s a great time to remind the host what’s included in your departure cleaning checklist and offer to schedule a deep clean when the guest departs.
Hopefully, the host will understand that not every piece of the home is cleaned with each departure clean. If that were not the case, each clean would take 6 - 8 hours. This is exactly why regular deep cleans are absolutely necessary.
When having this conversation, ensure you always refer the host back to the departure checklist that you gave them during your quote. (P.S., if you want my 60+ item checklist, you can pick it up here).
The 24-Hour Rule
Now, what do you do if the guest complains about something but they checked in more than 24 hours ago? First thing to do is check the photos submitted by your cleaner or inspector. Do you have photo evidence to prove that it was indeed clean? If you do, I believe it is appropriate to stick up for your team and your reputation.
Pro Tip: Always have cleaners snap photos of key areas before they finish up. We use Breezeway to document everything
Unfortunately it’s not uncommon for guests to complain about a cleaning issue to get a refund. This is why we require our cleaners to submit photos of key parts of the home prior to completing the job.
If you do have evidence that the home was clean, discuss this with the host and work out a solution together.
Damage Control
Next comes the conversation with the cleaner. Always start by assuming good intent. It’s very likely that the cleaner made an honest mistake and it will never happen again. You don’t want to ruin your relationship with a great cleaner, especially for an honest mistake.
Many times a cleaner is just having an “off” day or maybe they’re exhausted from the clean they just came from. Give grace in all of these situations. You know how hard it is to clean day after day.
Trust the Process, Unless it’s Broken
Now, it’s time to adjust your process. Clearly, if there was an issue that caused a guest to complain, a piece of your process has failed. Whether it was the cleaning itself or the quality control inspection, something didn’t work as it should. Take the time necessary to evaluate this and solve for the future.
Mistakes are fine, but they should only happen once. If you find yourself (or your cleaners) repeating mistakes, something is broken.
Whatever your process or solution, getting these texts are never fun. If you're ready to tighten up your cleaning game, you might want to check out my Airbnb cleaning course. It’s packed with tips to help you dodge guest complaints like a pro.
Wrapping Up
Getting a guest complaint is never fun. But if you want to grow, hire more cleaners, and expand your business, it’s bound to happen. However, if you implement a few processes like checklists, photo documentation, quality control inspections, etc., the number of complaints you receive will be significantly lower. It’s worth the investment!
Ask: Have you received a guest complaint before? Respond to this email and let me know how you handled it. I might feature it in the next issue!
Until next time,
Logan
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