How to Handle Guest Complaints Like a Pro

When Guests Complain, Don’t Panic—Here’s What to Do Instead

Let’s face it—even when you’re the world’s friendliest, most detail-oriented host, you’re going to get a guest who’s having a day. Maybe the WiFi’s out, the neighbor’s dog won’t stop barking, or the shower temperature has a mind of its own. Whatever it is, don’t let it ruin yours.

This guide is for the mom-and-pop hosts who are doing their best, one booking at a time. Here’s how to turn complaints into compliments—without losing sleep or your cool.

Step 1: Respond Quickly (Even If You Don’t Have the Answer Yet)

When guests message with a complaint, silence is your worst enemy. A fast, friendly reply shows you’re on it—even if you're still scrambling for a fix.

Example Response:

"Thanks for letting us know, [Guest Name]! We’re so sorry for the inconvenience. Let me check into this and get back to you shortly."

💡 Pro Tip: Even a quick “we’re looking into it!” message buys you time and builds trust. You don’t have to solve it in five seconds—just acknowledge it.

Step 2: Acknowledge and Empathize (Even When It’s Not Your Fault)

Sure, it’s not your fault the neighbors decided to throw a surprise mariachi party—but guests still want to feel heard.

Try saying:

"Ugh, I totally get how that could be frustrating. I’d feel the same way if I were in your shoes."

💡 Host Truth: Most guests just want to feel like someone cares. A little kindness goes a long way

Step 3: Offer a Solution (Or a Timeline for One)

When you can fix it fast—do it. When you can’t, be clear about what happens next. Guests appreciate honesty way more than silence or vague promises.

If you can fix it now:

"We’ll drop off a new coffee maker this afternoon. You’ll be brewing again in no time!"

If there’s a delay:

"Our plumber is coming first thing in the morning. I’ll update you as soon as he’s on the way. Thanks for your patience!"

💡 Bonus Gesture: When all else fails, a small token goes a long way—free late check-out, a bottle of wine, or just a handwritten apology note can turn things around.

Step 4: Follow Up and Check In

Don’t disappear after the fix. A simple follow-up shows that you care all the way through the guest’s stay.

Try this:

"Just wanted to make sure everything’s working now! Let me know if you need anything else."

💡 Why It Matters: This is your chance to turn a grumpy guest into a loyal one. Don’t skip it.

Step 5: Use Complaints to Improve Future Stays

Every complaint is a little feedback gift (even if it’s wrapped in frustration). Take notes and adjust so future guests don’t hit the same bump in the road.

Broken lightbulb? Keep extras in a labeled drawer.
Guests can’t figure out the TV? Leave a cheat sheet with diagrams and big arrows.
Road noise too loud? Stock some earplugs on the nightstand.

💡 Think of it this way: You’re not just solving one problem—you’re making your listing better for the next dozen guests.

How SHD Helps You Handle Complaints Like a Pro

Let’s be honest—no one signs up to host just to argue with guests about lightbulbs or clogged drains. That’s where SHD comes in. Think of us as your reliable neighbor who knows a guy for everything.

24/7 guest response – While you’re in pajamas watching reruns, we’re answering guest questions with a smile.
Fix-it coordination – From leaky sinks to squeaky beds, we handle the calls and scheduling so you can stay out of the mess (literally).
De-escalation pros – We’ve heard it all and know how to smooth things over—without turning it into a soap opera.
Real-time updates – You’ll always know what’s happening, without needing to lift a finger.

💡 Long story short? We handle the headaches so you can enjoy the hosting wins—like happy guests and 5-star reviews.

Need Backup? SHD Has Your Back.

You didn’t sign up to be a full-time customer service rep—you signed up to share your space, earn some income, and maybe meet a few cool people along the way. Let us help with the not-so-fun stuff.

👉 Learn More About SHD’s 24/7 Guest Support