“They said there were bugs. There weren’t.”: 4 Hosts Share Their Worst Guest Experiences (and What They Did About It)

1. Jenna – “They threatened a bad review unless I refunded the whole stay.”

Jenna runs a cozy two-bedroom lake house listed on both Airbnb and Vrbo. Last summer, she received a booking from a guest who messaged immediately upon check-in saying the place “didn’t match the photos” and claimed the A/C wasn’t working.

“I was stunned because I had just been there that morning, and everything was fine,” Jenna recalls. “Then they told me they’d ‘let it go’ if I refunded the entire weekend.” It became clear they were angling for a free stay.

Jenna didn’t take the bait. She contacted Airbnb’s support team and submitted time-stamped photos of the home, a pre-check-in maintenance log, and security footage showing the guest bringing in a huge group of people, clearly beyond the max occupancy.

The result? Airbnb sided with her and removed the retaliatory review when the guest followed through on their threat. “Hosts need to know you have to document everything and act fast. Airbnb will work with you if you can prove your case,” Jenna says.

2. Mark – “They said there were bugs. There weren’t.”

Mark manages five listings in Palm Springs. One night, he got a panicked message from a guest who claimed they saw a cockroach in the bathroom and demanded a refund.

“I take cleanliness very seriously. We do a pest control service monthly,” Mark explains. He immediately sent his cleaner back out to inspect, and they found nothing. “The guest had already checked out early and left trash everywhere. It was more suspicious than sanitary.”

Mark flagged the guest’s behavior to Vrbo and submitted pest control receipts, inspection notes, and cleaner photos. The refund request was denied.

“It’s annoying, but it reminded me how important a paper trail is,” Mark says. “Don’t let emotion drive your response. Be polite, but firm, AND document like a lawyer.”

3. Talia – “They partied all night and then complained about the noise… from the street.”

Talia hosts a studio apartment in downtown Denver. She had a guest throw a loud party that resulted in noise complaints from neighbors. The kicker? The guest then left a review saying the unit was “too noisy to sleep.”

“I was furious,” Talia admits. “They caused the problem and then blamed it on me.” Airbnb’s policy typically doesn’t allow hosts to remove reviews unless they violate content guidelines – but this one danced the line.

Talia responded publicly to the review, calmly stating the facts: the building had quiet hours, the guest violated house rules, and security was called. “Potential guests can see through shady reviews if you respond professionally,” she says.

She also added a Ring doorbell and updated her listing to emphasize the building’s quiet expectations. “It’s about protecting your space and your reputation,” she notes.

4. David – “They broke a chair and said it was already broken.”

David runs a beach rental and includes high-end furnishings in his property. After one group’s stay, his cleaner found a broken chair and damage to the TV stand. The guests denied it and claimed everything was “already falling apart.”

Luckily, David had before-and-after check-in photos and videos. “My insurance through Airbnb didn’t need much convincing once they saw the evidence,” he says. He submitted a Host Guarantee claim and was reimbursed for the damage.

“I learned that being proactive with documentation protects you when things go sideways,” David says. He now includes a pre-check-in walkthrough video for every guest and requires a refundable deposit for certain bookings.

How to Protect Yourself as a Host: Key Takeaway

• Document Everything: Take time-stamped photos and videos before and after each stay. Keep copies of communication with guests.
• Use Platform Support Wisely: Airbnb and Vrbo have procedures to protect hosts from scammers and false claims, but you must provide proof.
• Respond Professionally to Reviews: Don’t argue or get emotional. State the facts clearly and let future guests judge for themselves.
• Screen Guests When Possible: Read reviews, message ahead of arrival, and use smart tech to track occupancy or noise levels.

Final Word

Difficult guests happen – even to the most diligent hosts. But by staying calm, keeping great records, and understanding your platform’s protections, you can deal with scams and complaints without losing your cool (or your income).

Have a horror story of your own, or a win you’re proud of? Share it in the comments below or DM me. I’d love to feature you in our next host story round-up!

Stay sane out there, host friends!

– KP