How to handle guest complaints like a pro (and turn them into positive reviews)

Simple conflict resolution strategies

Here are some tried-and-tested ways to handle complaints calmly and effectively:

• Respond quickly – speed matters. Even if you don’t have a solution yet, acknowledge the message straight away.
  
  

• Stay calm and empathetic – start by apologising and showing you understand the guest’s frustration.
  
  

• Ask clarifying questions – get the facts before you offer solutions, so you’re not making promises you can’t keep.
  
  

• Offer practical fixes – whether that’s sending someone over, suggesting a workaround, or arranging compensation, guests appreciate proactive effort.
  
  

• Keep them updated – if a repair or service will take time, let them know what’s happening and when.
  
  

• Follow up – once the issue is sorted, check back in. A quick message asking if everything is now OK shows you care.
  
  

• Learn for the future – if you spot repeat issues, address them long-term. It’s not just about solving the immediate problem.
  
  

How messaging tools can make all the difference

When complaints come in, fast communication is key. That’s where Travelnest’s Guest Messaging and Scheduled Messaging features help. Instead of juggling messages across Airbnb, Booking.com and Vrbo, you can manage everything from one inbox. That means fewer delays and less chance of missing an urgent guest message.

With Scheduled Messaging, you can also set up helpful automated messages for things like booking confirmations, check-in details and house rules. Having these in place reduces the number of preventable complaints and helps set clear expectations before guests arrive.

Templates to guide your responses

While every situation is unique, having a few response templates ready makes it much easier to reply calmly and consistently. Travelnest offers flexible scheduled messaging templates you can adapt for different scenarios.

By customising and saving a handful of these templates, you’ll always be ready to respond like a pro.

Tips for tone, timing and tweaking templates

• Keep messages short, friendly and clear - avoid walls of text
  
  

• Use the guest’s first name to personalise
  
  

• Be prompt - aim to respond within an hour during awake hours
  
  

• Don’t promise miracle fixes; be realistic and clear about what you will do
  
  

• Add context or photos if helpful
  
  

• Use the Scheduled Messaging templates as your safety net, but override or jump in manually when issues arise
  
  

• Attach your welcome guide, house rules or property manual if relevant
  
  

Why Travelnest gives you the edge in complaint management

Travelnest tools help you manage complaints more effectively:

• Centralised Guest Messaging ensures you see all incoming messages from different platforms in one place, so complaints don’t disappear in left or forgotten inboxes.
  
  

• Scheduled Messaging & templates free you from writing repeated messages while still letting you customise and intervene when needed.
  
  

• Attachment support lets you include guides, diagrams or photos to clarify fixes or instructions
  
  

• On-hand support / Property Experts can help you refine tone, local fixes, or messaging strategy
  
  

• Analytics & review tracking help you spot recurring complaints and improve your property over time
  
  

In short, Travelnest gives you runways and backup when complaints hit - so your guest satisfaction and ratings don’t take a nosedive.

Final thoughts: objections often mask opportunity

It may feel counterintuitive, but many hosts find that a well-handled complaint actually improves their reviews. Guests don’t expect perfection - they expect care, fairness and communication. When you show those qualities, they’re more likely to leave a positive review highlighting how responsive and professional you were. Since only around 25 % of guests ever report issues, the complaints you do receive are precious opportunities to turn things around

If handled well:

• You regain trust
  
  

• You might even earn a better review than had there been no issue
  
  

• You learn how to prevent the same problem again
  
  

• You build a reputation for responsiveness
  
  

With the strategies and templates above, plus Travelnest’s messaging and automation tools, you can turn guest complaints from stress points into chances to shine as a host.