Four Common Airbnb Complaints and How to avoid Them
- Host360
- 6 days ago
- 3 min read
Running a successful Airbnb property is about much more than offering a place to stay. Hosts are expected to deliver a seamless experience from check-in to check-out. Yet even great listings can fall victim to a handful of recurring complaints that damage reputation and reduce occupancy.
Maintaining a five-star rating is not rocket science. Most Airbnb complaints are predictable - and preventable. By addressing these issues proactively, hosts can stand out, earn more five-star reviews, and maintain consistently high bookings.
Reviews are a key factor in an Airbnb’s success, and we are going to summarise four of the most common complaints found in reviews and how to combat them:
Cleanliness
Complaint: Cleanliness is the number one factor that influences guest satisfaction. Guests expect spotless bathrooms, fresh linens, and a space that looks and smells clean. Common complaints include unpleasant odours, dirty utensils, or stained bed sheets.
Solution: The solution is simple. Hire a professional, trusted cleaning service to clean your property if you don’t have the time to clean to a professional standard. It is also advisable to keep a stock of fresh, clean bed linen for quick turnover.
Inaccurate or misleading listings
Complaint: It is not uncommon for complaints to be made about misleading imagery on Airbnb listings. Whether that be due to excessive editing or another factor, not providing an accurate depiction of a property can be a key contributor towards a negative review.
Solution: To avoid complaints of this sort, use recent, clear photographs that have not been overly edited. Moreover, if something changes about your property that is not immediately noticeable, for example, a student house has moved in next door, it is essential to update your listing description and be transparent about any drawbacks.
Communication Issues
Complaint: Slow reply times and bad communication are often the main subjects of negative reviews from guests. Guests may also comment on the attitude of the host or the agency managing the property.
Solution: Responding quickly to guest enquiries (ideally within an hour) ensures guest satisfaction. Consider using automated messages for check-in, checkout, and essential instructions if your availability is not flexible. Stay polite, clear, and helpful at all times.
Accessibility
Complaint: Be transparent about location and any other factors that could limit someone’s stay. For example, if the property has lots of stairs, is very remote, not accessible by car, or is in an area with little phone signal, you must inform the guest so there are no surprises.
Solution: Clearly state any accessibility issues at the top of your post. This will avoid any surprises for the guests. Therefore, when they book, they are clear about the property's restrictions and features.
Though we can avoid negative reviews, they still do happen. It is the host's responsibility to reply politely and professionally, acknowledging the complaint and offering a solution. For example:
Complaint: "The photos were completely misleading. The listing looked bright and modern, but the actual space was dark, cramped and much older than shown"
Response: "Thank you for your feedback. We're sorry to hear our property didn't meet your expectations. We strive to keep our photos up-to-date and accurate, and we will review them to ensure they accurately reflect the property's current condition. We appreciate your comments and hope to host you again soon. Warm Regards ......"
Most Airbnb complaints come from misunderstandings or preventable issues. By taking a proactive approach, you can significantly reduce negative experiences and earn more 5-star reviews.
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