Managing Guest Issues & Special Requests

Because Guests Don’t Always Arrive on Time—or Stick to the Script

It’s 11:45 PM and your phone buzzes: "Hi! We just landed. Can we check in now? Also, do you have oat milk?"

Late arrivals and out-of-the-blue guest requests are part of the hosting life—especially if you’re catering to travelers with unpredictable schedules (or very specific tastes). For mom-and-pop hosts, these moments can either become stress spirals or opportunities to shine.

Here’s how to handle them like a pro.

Because Not Every Guest Is a Dream Guest

If you've been hosting long enough, you've probably had one: the guest who treats your place like a hotel, a frat house, or their own personal complaint department. Maybe they argue about check-out times, maybe they swear the Wi-Fi is “unusable” (even though they streamed three seasons of Yellowstone). Either way, it's exhausting—especially if you're a mom-and-pop host who’s just trying to keep the lights on and the towels folded.

Here’s how to handle difficult Airbnb guests without losing your cool (or your five-star status).

Because You Shouldn’t Have to Lose Sleep (or Revenue) Over a Guest Refund

Let’s face it—cancellations and refund requests are one of the least fun parts of being a short-term rental host. Whether it’s a last-minute cancellation, a guest with buyer’s remorse, or a dispute over cleanliness, how you respond can directly impact your payout, your reviews, and your hosting reputation.

Here’s what to expect—and how SuperHost Depot helps you navigate the mess with less stress.