Hosting guests in a short-term rental (STR) can be incredibly rewarding, and let’s be real: no matter how polished your listing looks or how thoughtful your amenities are, complaints will happen. Sometimes it’s a genuine oversight. Sometimes it’s out of your control. And sometimes…it’s just the nature of hosting humans in your home.

The key isn’t perfection; it’s preparation. The best hosts have a plan for preventing common issues and a strategy for handling them gracefully when they arise. Done right, you can turn a complaint into a glowing 5-star review.

Below, we’ll cover 8 of the most common Airbnb guest complaints, plus actionable steps to prevent them and real-world solutions to smooth things over.

1. “The Place Isn’t Clean Enough”

Why it happens:
Even if you think the home is spotless, guests have eagle eyes, especially when they’re paying for a comfortable stay. A stray hair in the shower, crumbs under the couch cushions, or fingerprints on the fridge can lead to “less than perfect” reviews.

How to prevent it:

Hire a professional cleaner and do quality checks yourself.
Create a detailed cleaning checklist that includes the “easy to miss” spots (under the bed, tops of cabinets, behind doors).
Rotate out linens that look tired or stained, even if they’re technically “clean.” I know this is frustrating and might seem wasteful. Be sure to wash all the whites with a great brightener like Oxiclean, and be sure to inspect and spot treat any stains.

When linens are too dingy, I donate them to our nearby Humane Society.

How to handle it if it happens:
If a guest complains, don’t get defensive. Instead:

Apologize sincerely.
Offer to send your cleaning team back immediately.
If the guest doesn’t want that, issue a partial refund or credit toward a future stay.

Pro tip: Many hosts also keep an Amazon Prime account handy to overnight replacement items (new towels, a fresh comforter, etc.) if needed. Quick action shows guests you care.

2. “We Ran Out of Supplies”

Why it happens:
Guests expect certain basics: TP, paper towels, dish soap, coffee pods, trash bags, etc. If you run short, even for just a night, it makes the stay feel frustrating and unprofessional.

How to prevent it:

Stock at least double what you think is needed.
Create a host closet or locked cabinet with backup supplies that your cleaner can restock between stays.
For longer-term stays, make it clear in your listing how much you provide vs. what guests are responsible for replenishing.

How to handle it if it happens:

Immediately apologize and ask what’s missing.
Offer to drop off replacements that day (or send your cleaner).
If you can’t, order supplies from Amazon/Walmart to arrive the next morning.
Consider giving a small refund or local coffee shop gift card to smooth it over.

3. “The Wi-Fi Isn’t Working”

Why it happens:
In today’s world, no Wi-Fi is basically a crisis. Whether it’s a router issue, bad connection speed, or a regional outage, guests won’t care, they’ll just be upset.

How to prevent it:

Invest in reliable high-speed internet and a good router.
Test connection speeds regularly.
Post the Wi-Fi network and password in multiple places (fridge magnet, welcome book, digital guide).
Have a backup plan (mobile hotspot, alternative network access).

How to handle it if it happens:

Troubleshoot with the guest in real time: ask them to reboot the router, check connections, etc.
If it’s an outage beyond your control, explain clearly, give an ETA, and provide alternatives (local café, hotspot).
Offer a partial refund if the outage lasts more than a few hours and affects work/streaming.

Lesson learned: Many hosts add a small “backup” hotspot for emergencies. It’s a small investment that can save you a bad review.

4. “The Listing Doesn’t Match the Photos”

Why it happens:
Sometimes hosts exaggerate or use outdated photos. Even if you didn’t mean to mislead, small differences can disappoint guests (“The ‘lake view’ is actually a tiny glimpse through the trees.”). I recently had a guest cite this due to the couch having a new gray cover (I had replaced the dingy white one).

How to prevent it:

Use recent, accurate, professional photos.
Avoid filters that change colors drastically.
Be honest in your listing—if the space is cozy (aka small), say so. Guests hate surprises more than they hate imperfection.

How to handle it if it happens:

Acknowledge the issue, don’t argue.
Offer a partial refund or discount if the guest is genuinely unhappy.
Consider giving them the option to cancel for a full refund (though this should be rare if your listing is accurate).

Pro tip: Underpromise and overdeliver. If the space looks better in real life, you win. If it looks worse, you lose.

5. “It’s Too Noisy”

Why it happens:
Maybe it’s traffic, barking dogs, neighbors throwing a party, or even your own lawn service showing up unexpectedly. Noise can quickly ruin a stay.

How to prevent it:

Be upfront in your listing if there’s potential noise (e.g., “The home is in a lively downtown area, so some city sounds are expected”).
Provide white noise machines or fans in bedrooms.
Set quiet hours for yourself, cleaners, and landscapers.

How to handle it if it happens:

Apologize and acknowledge the inconvenience.
If possible, take immediate action (call the landscaper to delay, ask neighbors to quiet down).
Offer noise-canceling options (drop off earplugs, provide a white noise machine).
Consider a partial refund if the issue is prolonged.
In my “House Rules” I note that on the Airbnb’s block in particular there are a few dogs and occasionally they bark. It’s never been excessive, and I’d rather be upfront.

6. “We Can’t Figure Out the Check-In Process”

Why it happens:
Guests are tired from traveling. If check-in is confusing (multiple codes, hard-to-find lockboxes, poorly illuminated after dark, or unclear instructions) they get frustrated fast.

How to prevent it:

Use a smart lock with a simple code.
Send a clear check-in guide with photos or a short video.
Provide written backup instructions. Mine includes how to access a key if the electronic door lock fails.

How to handle it if it happens:

Be responsive. Answer their call/text immediately.
Walk them through step by step, even if it takes a while.
If they’re still upset, apologize with a goodwill gesture (gift card, or a small refund).

Lesson learned: Smooth check-in sets the tone for the entire stay. If it’s frustrating, the guest may already be primed to nitpick everything else.

7. “Something Is Broken”

Why it happens:
From a dripping faucet to a broken chair, maintenance issues pop up in every property. Even small things can make guests feel neglected.

How to prevent it:

Do regular inspections between stays.
Ask cleaners to flag issues (give them a checklist).
Fix small problems before they become big complaints.

How to handle it if it happens:

Thank the guest for reporting it.
Send a handyman ASAP if it’s urgent.
If not urgent, explain the timeline and reassure the guest it won’t affect their stay.
Offer a partial refund if the issue seriously impacts comfort (like no heat or hot water).

8. “We Didn’t Feel Safe or Comfortable”

Why it happens:
This is the most serious complaint, often tied to things like broken locks, poorly lit entryways, or lack of privacy. Sometimes it’s also about house rules, like unexpected surveillance cameras or strangers entering the property.

How to prevent it:

Install solid locks, peepholes, and outdoor lighting.
Be transparent about cameras (only in exterior common areas, never indoors).
Clearly communicate house rules about guests, parties, and privacy.

How to handle it if it happens:

Address the concern with empathy and urgency.
If possible, fix the issue immediately (replace a lock, adjust cameras, provide extra lighting).
If the guest is uncomfortable staying, allow a cancellation/refund. It’s better than a damaging safety-related review.

Pro tip: Safety is non-negotiable. Even if it costs you to fix, the peace of mind (and 5-star reviews) are worth it.

Final Thoughts: Complaints Aren’t the End of the World

The truth is, every host will get complaints at some point. What separates 5-star Superhosts from the rest is how they handle them.

Here’s the formula:

Prevent issues with good systems and clear communication.
Respond quickly, with empathy and solutions.
In the past, I have directly asked the guests what would make the situation right for them, and we come to an agreement on the solution.
When in doubt, offer goodwill gestures (refunds, future credits).

Handled well, even a complaint can become a glowing review that praises your quick response and caring attitude. Guests don’t expect perfection, but they do expect professionalism and probably also just an acknowledgement of their difficulty.

And remember: hosting is a hospitality business. If you show guests you value their comfort, they’ll reward you with loyalty, referrals, and the kind of reviews that keep your calendar full.