Top 10 Short-Term Rental Hosting Mistakes That Can Ruin Your Reviews

Biggest “No-Nos” for STR Hosts

Yes, many of these will seem like common sense, and all are best practices. As a host who is always striving for 5 star reviews due to happy guests, I stick to these basic “rules” for every reservation.

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.

1. Entering the property after check-in time without permission

Even if guests haven’t arrived yet, once check-in time has passed, the home is theirs. Entering without consent breaks trust and feels invasive.

For example, I read a post about how a host once stopped by after check-in to “drop off clean towels,” but the guests had already arrived and felt shocked when someone unlocked the door. They hadn’t rented a car, and instead arrived by rideshare, so with an empty driveway, the host assumed the guests had not yet arrived. This led to a negative review about privacy concerns. Lesson: always ask first, and if something needs attention, coordinate with the guest directly.

2. Poor communication

Taking hours (or days) to reply to guest messages makes them feel ignored. Quick, clear communication is one of the easiest ways to earn 5-star reviews.

As an Airbnb guest several times a year myself, I know first-hand how frustrating it can be to not receive a timely reply. And as a host, delayed responses can escalate small issues into bigger complaints. The lesson: treat communication like customer service, it doesn’t have to be instant, but it should be timely and professional.

3. Overpromising, underdelivering

Don’t exaggerate your listing with photos or descriptions that don’t match reality. If the “lake view” is really a sliver through the trees, say so.

One guest who described the experience said they booked a “luxury cabin” that turned out to be more of a shed with folding chairs, and they left a brutal review with photos as proof. In a similar experience, my family booked a house in an area we visit several times a year, and when it described a water view, we were familiar with the neighborhood enough that we were puzzled how this could be. Upon arrival, we find that yes, there is a sliver of a view if you look very closely and squint your eyes. Luckily, we didn’t book the property based on the mention of a view, so it wasn’t a big deal to us. Misleading advertising might get you one booking, but it will ruin your long-term reputation. The lesson: honesty sells, and exceeding expectations is how you get glowing reviews.

4. Cutting corners on cleanliness

Guests notice everything. Skipping under the bed, leaving hair in the bathroom, or not replacing stained linens is one of the fastest ways to tank reviews.

A host who thought “good enough” cleaning was fine ended up with complaints about dust bunnies and musty, mildewy, orange stained shower curtain liners. Not only did they get a 2-star review, but the guest had photo evidence and reported them to the platform. The host had no recourse, and this specific type of complaint is difficult to try to pull off as a scam. The lesson: cleanliness is non-negotiable. Hire help if you can’t commit to a thorough job yourself. Bonus! Read more in my other blog post: “Ultimate Short Term Rental Turnover Checklist.”

5. Ignoring maintenance issues

A dripping faucet, broken lamp, or sticky lock may feel “minor” to you, but it makes guests wonder what else you’re overlooking.

One host shared a story about an ignored smoke detector because it “only chirped sometimes,” but during a stay, it went off all night, ruining the guest experience. And no, the answer to this is not simply removing and/or disconnecting the smoke detector! Small problems become big complaints if left unfixed. Follow a yearly maintenance schedule and proactively change the batteries in the electronics (don’t forget the key-less entry door deadbolt!) The lesson: a well-maintained property shows pride of ownership and reassures guests that their comfort matters.

6. Not respecting quiet hours or guest privacy

Dropping by, doing yard work while guests are present, or allowing loud neighbors/parties nearby creates an uncomfortable stay.

I’ve seen hosts who thought “a quick mow of the lawn” was harmless, only for guests to complain about feeling intruded upon while relaxing outside. A few years ago I spent time in an Airbnb in Palm Springs, and was startled when a stranger entered the back yard while I was sunbathing next to the pool. Turns out they were handling routine pool maintenance, but those first few moments were full of panic and confusion that definitely impacted my overall feelings of the stay. Another example: a host rented out a basement apartment but held late-night gatherings upstairs, leading to noise complaints. The lesson: guests are paying for peace, privacy, and respect. As a responsible host, you must protect that experience.

If it is critical that you or hired help maintain the grounds during a guest’s stay, ensure both the guest and maintenance team are crystal clear that the other will be there. The more information you give, the better, such as: “the lawn care team will be arriving at 1pm on Tuesday and be on site for approximately 2 hours.” And perhaps better yet, I have read listings in which the owner/host states up front that they will be on the property daily maintaining the lawn and plants. Then the potential guest can decide if this works for them or not.

7. Charging hidden fees or unclear house rules

Guests hate surprises, like being charged for extra cleaning they didn’t know about, or strict rules that weren’t disclosed in the listing.

One host added a “linen fee” after checkout that wasn’t listed anywhere, and the guest disputed the charge through Airbnb, resulting in a refund and a poor review the host wanted to attempt to have removed. I personally was surprised to learn in the message boards that it can be common in east coast beach towns to not provide bed linens, and instead guests are expected to bring their own, or use host provided linens for an extra fee. Unclear rules also frustrate guests, like suddenly banning visitors or pets mid-stay. The lesson: transparency builds trust, so always be upfront with rules and fees.

8. Failing to stock basics

Running out of toilet paper, not having extra trash bags, or missing kitchen staples (like salt, oil, or coffee filters) makes guests feel unprepared.

I have heard of hosts receiving multiple complaints because their “fully equipped kitchen” didn’t even have a can opener, leaving guests improvising with knives. Guests expect at least the essentials, and missing them makes the stay feel less thoughtful. There does seem to be some controversy out there among hosts regarding whether only a “starter kit” of things like toilet paper, paper towels, and trash bags should be provided. I understand there is also a downside to stocking too much, and my opinion is there is a happy medium. I don’t want to be on vacation and need to visit the store to purchase toilet paper. The lesson: keep a checklist of must-have supplies and restock consistently. Read more in my other blog post: “What Every Guest Expects – Especially Under the Kitchen Sink.”

9. Overcomplicating check-in/check-out

Long lists of instructions, excessive chores (e.g., “strip all the beds, vacuum, mop, take out trash, start laundry, mow the lawn”) will frustrate guests.

One host was unclear with a 3 month guest about if they needed to mow the lawn before leaving. The guest says the host told them to do it if needed prior to a new guest checking in. Not only does that sound like a complicated check out request, the guest was left unsure if they would face repercussions if they did not mow the lawn at check out. How would they know the upcoming guest check in schedule?! The lesson: keep it simple; clear instructions and a few basic checkout requests are more than enough. My opinion: if you are having to request the guest get a good head start on cleaning tasks due to a same day check-in of another guest, you may want to re-consider blocking off a day between reservations.

10. Being unprepared for emergencies

Not having clear instructions for what to do if the power goes out, plumbing leaks, or a guest gets locked out makes you look unprofessional.

Here in this area of the Pacific Northwest, we lose power about once a year, usually in February. Sometimes the outage last for a couple hours, or as we experienced earlier this year, a full 5 days without power. Interestingly enough, the couple staying had booked my Airbnb as a few day refuge from traveling and camping in their truck bed trailer. They were actually quite prepared with a propane grill and lanterns! I do provide flashlights, and candles, but I know there is room for improvement. So, I immediately ordered four of these Solar Rechargeable USB Waterproof Lanterns. Two for my house, and two for the Airbnb. I cannot say enough about them! They are dimmable, re-chargeable in the sun or can be plugged in when the power is on. They also come with a USB cord so you can charge your compatible phone!

Another example is a host who lost bookings due to a poor review after a lock-out left guests stranded in the cold for hours. I love the Electronic Deadbolt Door Lock we installed a couple of years ago, and as I know electronics can fail from time to time, I also have a back up lockbox installed on the property with a key inside. In my check in message to the guests, I include the information about the available key, so if they are locked out at 2am, they can still re-gain entry without having to send a message and hope for a response. The lesson: anticipate problems and give guests simple, easy-to-find solutions in advance.

Have any questions? Leave me a message; I’m happy to chat!

– KP