Airbnb Guests Contacting Airbnb Support Before The Host

[Account Closed]

Hey fellow hosts,

I've just had a frustrating experience and I could really use some advice on how to encourage direct communication with guests. Here's the scoop:

Last weekend, I had guests stay at my property. After their departure, I was surprised to receive a complaint from Airbnb about the cleanliness and amenities in my unit – which, to my knowledge, was in top condition as I always do thoughrough checks.The guests reported that the apartment was not clean, specifically mentioning dusty shelves and a non-working coffee maker. They also complained about the "lack of promised amenities," citing that there was no iron available, which is puzzling because I pride myself on a well-stocked space.

Here's the kicker: in my unit, I maintain a comprehensive guest book with detailed instructions on everything, including how to use the coffee maker (which was brand-new) and where to find the iron (in the wardrobe, on the top shelf, clearly labeled). I also make a point to tell guests to reach out any time with any questions or issues – my phone is practically glued to my hand, so I'm very responsive.

None of this was brought to my attention during their stay. No calls, no messages, nothing. I would've been more than happy to guide them through any troubles or even send someone to check on the supposed issues. But instead, they went straight to Airbnb with these inaccuracies.

It feels a bit unfair and it's certainly not helpful for maintaining a good standing with future guests or Airbnb.

Have any of you dealt with a similar situation? How do you encourage your guests to speak to you first about any issues they encounter before they go directly to Airbnb with complaints? I want to ensure open lines of communication, but this incident has me a bit stumped.

Thanks in advance for your insights!

Best, 

Angel

[Bruce Woodruff]

Like @Michael Baum, I am in touch with the guest upon their arrival. I ask/tell them before they arrive to send me a message (either a text or on the App) as soon as they get there to let me know if everything is ok. 

If I don't hear from them when I expect them to arrive, I send another message and ask if they are in yet and how is everything? This way I have them on record saying 'cute place, everything looks great'.

I also check in mid stay for longer visits. And when they check out. So there are ample opportunities for them to complain if they want to. Rarely had a problem...