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 to a great start

In the hospitality industry, our job is to be at our guests’ disposal, 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 some guests push the boundaries of what’s reasonable.

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

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

Acknowledge & Redirect

The key is to validate their concern without committing to an unrealistic solution. Try something 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 a mattress topper or extra bedding for added comfort.”

This lets the guest feel heard while gently guiding them toward a more reasonable solution.

Set Boundaries Clearly

Some guests may not realize the logistics behind such requests. A professional, firm response helps set expectations:

“For major requests such as furniture changes we require advance notice to assess feasibility. Unfortunately, we can’t arrange a brand new mattress on short notice, but we’re happy to help in other ways to ensure your comfort.”

Stay Polite but Assertive

If a guest continues to push back, maintain professionalism while standing firm:

“We understand and appreciate your feedback. Unfortunately, this isn’t something we’re able to accommodate at this time. If there’s anything else we can do to enhance your stay, please let us know.”

This approach is courteous and clear reinforcing boundaries while keeping the door open to reasonable solutions.

When It's Time to Cancel a Reservation

If a guest uses a racial slur, attempts extortion, or throws a party, act immediately:

• Prioritize safety. Do not engage directly if there’s risk; contact Airbnb Immediately
• Document everything. Capture timestamped photos/video of damage or noise issues, and take screenshots of messages (and recordings only where legally permitted/Disclosed on the listing).
• Open a platform case. Reach out to Airbnb (or the relevant OTA) and open a case. Note the case number and ask the representative to confirm via message or email, including that number.
• Keep all communication on-platform. Use the reservation’s message thread to create an official record, using neutral, factual language, and never go tic for tat otherwise Airbnb will see that aggregation which is not good, always be the cool headed in all interactions
• If booked through another OTA. Use that platform’s chat and support channels to document the issue and open/attach to a case there.
• Follow through. Where policies allow, issue a formal warning, end the stay under house-rules/party policy, and submit any damage/penalty claims within the platform’s claim window.

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.