How to Handle Problem Guests (and Potential Scams) in Your Short-Term Rental: Real Scenarios

More than a handful of times I’ve had to play detective after receiving a message from a guest who was expressing some sort of dissatisfaction. It’s disheartening when we try to keep track of every detail and make sure every crumb is wiped off the kitchen counter. As a short-term rental host, you pour time, energy, and resources into creating a safe and welcoming space for your guests. But even the best hosts encounter problematic guests, some of whom may be attempting to take advantage of the system. While most travelers are respectful and honest, it’s important to be prepared for those who may try to get a free stay or manipulate platform policies. I learned the hard way a few times that instead of a knee-jerk “the guest is always right!” reaction, it’s important to take a few minutes to really think things through. To this day I’m still kicking myself for sending a $60 refund to a guest who said the washing machine wasn’t working.

In this post, I’ll walk you through four real-world examples of guest behavior that raised red flags—complete with the messages sent, the host responses, and how platforms like Airbnb or VRBO responded (or didn’t). These stories highlight how to stay professional while protecting your income and property.

When you interact with kp_bnb and click on affiliate links, you’re supporting a small creator, and I’m truly grateful. As an Amazon Associate, I earn from qualifying purchases.

Scenario 1: “The AC Isn’t Working” — But It Was Never Turned On

The Message from the Guest:
“Hi there, just wanted to let you know it’s really hot in here. The AC must be broken. We’re not comfortable and thinking of leaving early. Can we get a refund for the rest of the stay?”

The Reality:
The host checked the smart thermostat history and saw that the AC hadn’t been turned on once during the two days the guest had been there. The unit was functioning perfectly.

The Host’s Response:
“Thanks for reaching out! I’m so sorry you’re uncomfortable. I just checked the thermostat and it looks like the AC hasn’t been turned on yet. You can use the remote on the wall to adjust it. If you still have trouble, I’m happy to walk you through it or send someone over to take a look.”

How Airbnb Responded:
The guest later admitted it was an oversight and stayed the remainder of the reservation. No refund was issued. Because the host responded quickly and with professionalism, Airbnb supported them when the guest tried to initiate a refund claim later.

Lesson:
Always use tools like smart thermostats or Wi-Fi enabled devices to verify claims. Stay calm, helpful, and documented. Although I don’t use this personally (we have older baseboard heaters) other hosts LOVE this Smart Thermostat that is also compatible with Siri, Alexa, and Google Assistant. And you can even get additional features such as the Smart Thermostat Premium with Smart Sensor and Air Quality Monitor and Smart Sensor for Doors & Windows.

From fellow hosts:

• “Love love love my Ecobees and door sensors.”
• “I use Ecobee and love it.”
• “Ecobee! Has twice the lifespan of Google Nest.”

Scenario 2: “There Were Bugs in the Bed” — After the Stay Ended

The Message from the Guest (sent 24 hours after checkout):
“We just got home and noticed bites on our legs. We think there were bedbugs. This ruined our trip and we want a full refund.”

The Reality:
The cleaning team had already turned the room over to new guests and reported no issues. The host also had a standing relationship with a pest control company that had done a routine inspection just one week prior.

The Host’s Response:
“I’m so sorry to hear this. We take these concerns very seriously. Our cleaners reported no signs of bugs during turnover, and we also have monthly pest control inspections. I’ll be happy to schedule another inspection today and share the results with you.”

If you want to go a step further, you could include language such as “If the results are negative and it’s found this claim has been made falsely, we will pass the inspection fee along to you.” Several hosts have found this works in 2 ways: 1, if the guest is falsely claiming bed bugs, they likely won’t want the interruption of a visit from the exterminator. And 2, they don’t want to pay the fee.

How VRBO Responded:
The guest filed a complaint with VRBO, but the host provided detailed documentation (cleaning reports, inspection invoices, and photos), and VRBO closed the case without issuing a refund.

Lesson:
Detailed maintenance logs and prompt documentation go a long way. Respond to every guest concern with empathy and evidence. Make sure to use a Zippered Mattress Encasement, 100% Waterproof Mattress Protector and Waterproof Pillow Protectors.

Scenario 3: “We Didn’t Know There Were Cameras” — After Party Evidence Emerged

The Message from the Guest (after receiving a violation notice):
“We feel extremely uncomfortable knowing you watched us during our private stay. We didn’t consent to surveillance. We want a refund.”

The Reality:
The host had a legally-placed, disclosed Ring camera outside the front door. The camera recorded multiple people entering for an unauthorized party. The host had included a no-party rule and camera disclosure in both the listing and the house rules.

The Host’s Response:
“Our listing and check-in message clearly disclose the presence of a front door security camera, in compliance with Airbnb policies. It only records the front entrance for safety and property protection. The footage shows more than the approved number of guests entering, which violates our house rules. I’ve reported the incident to Airbnb for further action.”

How Airbnb Responded:
Airbnb supported the host after reviewing the listing and communication. The guest was charged for the additional cleaning and damage.

Lesson:
Always disclose any monitoring devices, and have clear, enforced house rules. Document violations thoroughly. Where having exterior cameras could cause guests to feel as if they’re being watched, it’s a good idea to reinforce the idea that they are present for safety and security reasons – benefiting both guest and host.

Scenario 4: “We’ll Leave a Bad Review If You Don’t Comp Us”

The Message from the Guest (on night one):
“There were crumbs on the kitchen counter when we arrived. Not acceptable for this price. If you don’t refund at least the cleaning fee, we’ll be leaving a detailed review.”

The Reality:
The guest was attempting to pressure the host using the review system. The host confirmed with the cleaner that the property had been cleaned that morning. A single missed crumb was an exaggerated issue, clearly being used as leverage.

The Host’s Response:
“Thanks for letting me know. I’m happy to have the cleaner return right away to take care of anything that was missed. Please know that we strive for spotless standards, but also that review extortion is taken seriously by Airbnb.”

How Airbnb Responded:
The host reported the message to Airbnb’s review extortion policy team. Airbnb allowed the review to post but removed the specific language after a successful appeal. The guest was not refunded. You can read more about Airbnb’s Reviews Policy, as well as VRBO’s Review Content Guidelines.

Lesson:
It can be tough to walk the fine line between ensuring the guest is happy, and protecting your profit. Never give in to review threats. Always report them. Stay polite, offer reasonable resolutions, and let the platform handle policy violations. In the past, I have addressed an unhappy guest by asking “What is the resolution you are hoping for?” and go from there.

Protecting Yourself as a Host

Problematic guests are a reality of hosting, and you’re not powerless. Here’s how to protect your space, income, and peace of mind:

• Document Everything: Take time-stamped photos before and after every stay. Use smart home tools where possible.
• Respond with Calm Professionalism: Never get defensive. Keep your responses kind, brief, and rooted in facts.
• Know the Platform’s Policies: Airbnb and VRBO both have policies on guest refunds, extortion, and security camera use. Familiarize yourself.
• Report Misuse Promptly: Always report threats, false claims, or abusive behavior through the official platform channels.
• Screen Smartly: Require ID verification, check reviews, and don’t hesitate to deny a booking that feels off.

Final Thoughts

In the case of the non-working washing machine, I asked “What is the resolution you are hoping for?” I was too quick to say “yes,” and gave the guest exactly what he asked for: a 10% refund on his stay, which amounted to about $60. This was around 7pm, the night before check out, and he had already stayed 5 nights. Upon check out, we found the water line to the washing machine had been turned off (WHAT?! Who does that?!). I had personally done a load of laundry prior to this person’s stay, so all signs pointed to him being a bit scammy. In hindsight, I wish I had spent more time playing detective and gathering all of the information before offering $60 back.

Hosting a short-term rental can be rewarding, but it comes with challenges. When guests overstep or attempt to take advantage, your best defenses are documentation, clarity, and a professional attitude. Remember, platforms like Airbnb and VRBO are more likely to support hosts who follow the rules, communicate clearly, and keep solid records.

Have you had a guest try to scam you or make a false claim? Let’s talk about it in the comments or share your story on our Facebook page.