An Airbnb guest complaint reply should come fast, during the stay. Say sorry for the problem without arguing, say what you will do and by when, then do it and check back. Keep it in the booking messages so there is a record. Do not promise money before you have decided.
| Question | Short answer |
|---|---|
| How fast | Within the hour if you can |
| What must be in it | Sorry for the problem, what you will do, by when |
| Where | In the booking messages, so there is a record |
12 replies you can copy
Twelve replies for a guest who reports a problem while they are staying. Use the ones that are true and cut the rest. Replace every [BRACKET] with a real fact.
Jump to: The first replyThings that breakCleanliness, noise and the listingA harder conversation
- Acknowledge fastThank you for telling me, [GUEST FIRST NAME]. I am sorry about [PROBLEM]. I will [WHAT YOU WILL DO FIRST] and message you again by [TIME].
- Ask for detailI am sorry. To fix this quickly, could you send me a photo of [THING] and tell me when it started? I will come back to you within [TIME].
- Out of hoursI have your message and I am sorry. I will deal with it at [TIME]. If it is urgent, please ring [NUMBER].
More examples, by situation
Things that break
- No hot water or heatingI am sorry. [PERSON] will be with you at [TIME] to look at the [HOT WATER / HEATING]. In the meantime, [ONE THING THAT HELPS, ONLY IF TRUE]. I will message you when it is done.
- The Wi-FiI am sorry the Wi-Fi has stopped. Please switch the router off for 30 seconds, then on again. If it does not come back within [MINUTES], tell me and I will [WHAT YOU WILL DO].
- An applianceSorry the [APPLIANCE] has stopped working. [A REPLACEMENT OR A WAY ROUND, ONLY IF TRUE.] I will confirm by [TIME].
Cleanliness, noise and the listing
- Not clean enoughI am sorry the [PLACE] was not clean enough when you arrived. [I / THE CLEANER] can come at [TIME] to put it right, or tell me a time that suits you. I will not come in without asking.
- NoiseI am sorry about the noise from [SOURCE]. I will [WHAT YOU CAN DO, FOR EXAMPLE, SPEAK TO THEM]. I cannot promise it will stop completely. Ring me if it goes on past [TIME].
- Not as in the listingYou are right that the listing says [WHAT IT SAYS]. I am sorry it was not as described. I will [WHAT YOU WILL DO]. If the difference matters to you, please tell me what you would like to happen.
A harder conversation
- A guest wants to leaveI am sorry it has not worked out. Tell me what would make the biggest difference and I will try to do it today. If you still want to leave, tell me and I will check what the booking site's process is. I would rather not guess.
- A guest asks for a refundI understand. I will look at what happened and come back to you by [TIME] with what I can offer. [ADD IF TRUE: ONLY OFFER WHAT YOU HAVE DECIDED.]
- After it is fixedThe [PROBLEM] is now fixed: [WHAT YOU DID]. Thank you for your patience. Is everything working now? If not, tell me and I will come back.
Download these examples
The same text as this page, in one file, with the gaps ready to fill in.
What to avoid
- Arguing, or listing what the guest did wrong.
- Promising a time you cannot keep. Give a time you can.
- Offering money or a discount before you have decided. Say you will look and come back.
- Moving the talk away from the booking messages. Keep a record.
- Turning up without asking. Ask first, and give a time.
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What the paid pack adds
The replies above are free. If a complaint becomes a review, the pack drafts the public reply.
Host Ops Pack
How it works: You paste your own text (a review, rough rules or a listing). It writes from the real words and flags anything you should check. Works in ChatGPT, Claude or any chatbot. No install.
What you give it: Your own words: a guest review, your rough rules, your listing text.
What you get: Six skills. Guest Review Reply: a public reply that is true as it stands, optional sentences to add once a fix is real, a private to-do list, and a flag on any review that needs your judgement first. House Rules and Guidebook: the standard rule settings to choose, calm extra rules, and a house manual built only from what you wrote, with a list of what is missing. Also a listing rewriter, a listing audit, photo descriptions and a review pattern finder.
What is in the pack
- Guest Review Reply: the public reply, optional lines to add once a fix is real, a private to-do list
- House Rules and Guidebook: calm house rules and a house manual built from your own facts
- Listing Rewriter: three titles and a description for your listing
- Listing Audit: a score out of 100 with a fix list
- Photo Description Writer: captions for your photos
- Review Insights: the patterns across your reviews
One price, no subscription. Not made by or linked to any booking site.
How do I reply to a guest complaint?
Reply quickly, say sorry for the problem, and say what you will do and by when. Then do it and check back. Keep it plain and do not argue.
How fast should I reply to a complaint during a stay?
As fast as you can. A short message within the hour that says you have seen it and will act by a set time is better than a long one tomorrow. This is our advice, not a platform rule.
Should I offer a refund?
Not before you have decided what you can afford. Say you will look into it and come back at a set time. We did not read the booking sites' refund rules for this page, so read them in your account.
What if I think the guest is wrong?
Answer what you can check and keep the tone calm. Ask for a photo or one more detail. Do not argue in the messages.
Questions people ask
What do I do with the [BRACKETS]?
Replace each one with a real fact. If you cannot, delete the line. Never leave a bracket in what you send.
Should I reply in the booking messages or by phone?
Start in the booking messages so there is a record, and ring if it is urgent. Follow a call with a short message that says what you agreed.