How to manage difficult guests

6:00am day of check-in you receive a message, from your guest that afternoon "Will be arriving at 11:00am what is the door code so we can let ourselves in?"

We're off a great start

n the hospitality industry, our job is to be at the disposal of our guests, ensuring their stay is seamless and comfortable. We anticipate needs, create welcoming spaces, and go the extra mile to provide an exceptional experience. However, there are times when certain guests push the boundaries of what’s reasonable.

Take, for example, the guest who, in the middle of a two-night stay, requests a brand-new mattress to be delivered to their room. While we’re all about exceeding expectations, some requests simply fall outside the realm of what’s feasible—or fair—to a host or hotel manager.

So, how do we bring these special guests back to earth while maintaining professionalism and hospitality?

1. Acknowledge & Redirect

The key is to validate their concern without committing to an unrealistic solution. A response like:
"We always strive to make our guests as comfortable as possible, and we appreciate your feedback about the mattress. While we can’t accommodate a full replacement during your stay, we’d be happy to provide extra bedding or a mattress topper for added comfort."
This lets the guest feel heard while gently guiding them toward a more reasonable solution.

2. Set Boundaries Clearly

Some guests may not realize the logistics involved in such requests. A professional yet firm response helps set expectations:
"For major requests like furniture changes, we require advance notice to assess feasibility. Unfortunately, we can’t arrange a brand-new mattress on such short notice, but we’re happy to assist in other ways to ensure your comfort."

3. Offer Alternative Solutions

If the guest insists on an accommodation, consider offering practical alternatives. This could include:

Extra pillows or blankets
A mattress topper
A room change (if available)
A partial refund or discount in extreme cases (at the host’s discretion)

These options show that while you can’t meet an unreasonable request, you are still committed to their comfort.

4. Stay Polite but Assertive

If a guest continues to push back, it’s important to maintain professionalism while standing firm:
"We understand and appreciate your request, but unfortunately, this is not something we’re able to accommodate at this time. Let us know if there’s anything else we can do to enhance your stay."

This approach ensures you remain hospitable while reinforcing boundaries.

When It's Time to Cancel a Reservation

If a guest uses a racial slur, attempts extortion, or throws a party, it's time to take action. Here's what you should do:

Start collecting evidence (photos, screenshots, or recordings) of the situation as it unfolds.
Depending on timing, reach out to Airbnb (or the respective OTA) to open a case.
Make sure to note the case number.Request that the support representative follow up with you, either by message or email, including the case number in the correspondence.
If the guest is from another OTA, use their platform’s chat system to create a record of the issue once you have already reached out to airbnb or the OTA support

Closing Remarks

We love what we do, but we must never allow guests who don't respect basic human decency to treat us poorly. Always stand up for yourself and continue providing great experiences for guests who appreciate your hospitality. Let’s focus on blessing those who want a positive, memorable stay, rather than allowing negativity to affect their vacation or ours.