If you’ve been hosting for a while, you’ve probably come across what many hosts like to call high maintenance guests and what I like to call “goddamn guests.” These are the ones who seem impossible to please, no matter how much effort you put in. Whether its endless complaints or unreasonable demands, the question remains: Is it worth the headache?

Before we talk about dealing with difficult guests, we need to talk about how to prevent having them in the first place. After all, the best remedy is prevention. If you want to attract these types of people, just simply lower your price below the market value. Low prices tend to attract the lowest common denominator, so to deter these kinds of people, keep your prices above a certain level.

Use Pricing Software

To determine the best nightly price, you can use a pricing tool such as PriceLabs or you can hire a property manager like us to do it for you. Setting your prices manually requires a lot of effort because you have to adjust your prices based on the month and you might make mistakes and thus not get the optimal occupancy you’d like. Airbnb has an option called smart pricing, but it’s actually not smart because it tends to value occupancy over revenue, setting prices lower than market value. Smart pricing is automatic but you will run the risk of getting goddamn guests.

Even if you use a pricing tool you still run the risk of getting goddamn guests. Let’s break down the best ways to handle these kinds of guests.

Start by Assessing the Situation

First, take a step back and assess the guest’s complaint or behavior. Sometimes, what seems like a big issue at first can be resolved quickly with a small gesture of goodwill. If a guest is upset about something minor, like a missing coffee pod or a loose towel hook, it may be easier to offer a quick solution and move on.

Tip: Respond calmly and ask for specifics. Sometimes guests just want to be heard and acknowledged, which can diffuse a tense situation.

 

Try to Please Them (When It’s Worth It)

If the issue is something you can reasonably fix, offer to address it right away. This could be as simple as sending a cleaner over, providing extra amenities, or offering a small refund for a minor inconvenience. Showing that you care about their experience might be enough to turn things around.

  • Example: “Thank you for letting me know about the issue with the Wi-Fi. I’ll send someone over to fix it, and as a gesture of goodwill, I’d like to offer a partial refund for the inconvenience.”

However, know your limits. If the guest keeps escalating the complaints despite your efforts, you need to decide if the relationship is salvageable. The worst case scenario is to cancel the booking.

How to Identify Difficult Guests

One of the biggest red flags when dealing with potential guests is when they ask for a discount before booking. This is a clear sign that they may be difficult later on. Under no circumstances should you offer a discount, except for very rare cases. This is your investment and business—why lower your nightly rate for someone you’ve never met? Guests asking for price reductions before even experiencing the property often indicate that they’ll be more demanding or nitpicky during their stay.

Another common red flag is when they ask strange or irrelevant questions that have nothing to do with the listing itself. For example, if your listing clearly shows that your property has stairs, but a guest asks if there’s an elevator, this could be a sign that they’re not paying attention—or worse, they’ll complain later about details that were obvious from the start.

In the past I had a guest from SA asked about the weather, which is a fair question, but then followed up with 10 other questions, and even numbered them from 1 to 10. It’s understandable to ask questions if you’re visiting a foreign country, but many of those questions could be answered by doing some simple research. You’re a host, not a tour guide, remember that. The guest from SA could have read the listing description carefully and looked at the photos carefully and many of those questions could have been avoided. That’s a clear sign you’re dealing with a “goddamn guest” who’s going to be a headache.

Another red flag is when a guest asks to book longer than the maximum nights allotted. In your listing options you set the maximum number of nights anyone can book. If someone wants to stay for 30 nights, it might seem fine at first, but remember this is a vacation rental. Vacations do not last 30 days. In New York, 30 days turns them into a legal tenant, which causes all kinds of problems. If they know the laws and refuse to leave, you’re going to have a legal nightmare.

You have to read the situation and think carefully before letting a guest do a mid-term or long term stay.

Lastly, if something just feels off, trust your gut. Sometimes, it’s not about what a guest says but the overall vibe of their communication. If they’re overly picky before booking or lack basic common sense, these are strong signs that they may cause issues during their stay. Listen to your instincts—often, your gut feeling will help you avoid unnecessary stress down the road.

Recognizing the Worst: Professional Guests

Some guests aren’t just difficult—they’re professional guests. These guests are seasoned at exploiting the system. They nitpick everything, from the smallest smudge on a window to the softness of towels. They do this not because they want a better stay, but because they know how to work the system for refunds or free nights.

Here’s how to identify a professional guest:

  • They complain excessively from the start, even about small, irrelevant things.
  • They make vague threats about reporting you to Airbnb or leaving a bad review unless compensated.
  • They ask for compensation, refunds, or discounts for minor inconveniences that don’t warrant such responses.

When you suspect you’re dealing with a professional guest, you’ll want to avoid letting the situation escalate further.

Prevention: Do not let them book

Earlier we covered how to identify a goddamn guest. If someone shows these red flags, it’s best to keep them away from your property. If they haven’t booked, here’s a trick you can use without offending anybody. Go to your calendar and block off those days that the guest wants. Then tell the guest someone else has booked those days and apologize. By doing this you have saved yourself a ton of headaches.

Encourage Them to Cancel

If the guest has already checked in, the goal is to get them to cancel the reservation on their own. You should never cancel the reservation yourself because it could hurt your host status and lead to penalties.

Here’s how to nudge them toward canceling:

  • Stay polite and professional, but don’t bend over backward for their unreasonable requests.
  • Acknowledge their complaints but suggest that perhaps your place isn’t the right fit for them. Let them know they are free to cancel if they are unhappy with the property.

For example: “Thank you for your feedback. It seems like our property may not be the best fit for your needs. I want to make sure you have a great stay, so if you’d prefer, you’re welcome to cancel the reservation, and I’ll fully support that decision.”

This approach avoids confrontation and gives them a polite way out. Many professional guests would rather cancel than deal with a host who isn’t going to give in to their demands.

Losing money is better than losing time and money. Have them cancel and free up the calendar for a potential good guest.

 

Don’t Let It Ruin Your Hosting Experience

Ultimately, hosting is a balancing act. Some guests are simply looking for a great experience, while others might try to take advantage of your goodwill. The key is knowing when to be flexible and when to stand your ground.

Remember, you’re in control of your listing and your business. Don’t let one difficult guest overshadow the positive experiences you create for yourself and other guests. Sometimes, the best way to deal with a troublesome guest is to let them go and move on to better bookings. Whether you choose to appease them or encourage them to cancel, it’s important to trust your instincts and protect your peace of mind.

Looking for help managing difficult guests and running a smooth operation? Reach out to us using the contact form below. We specialize in making property management stress-free, from guest communication to handling the tough situations, so you can focus on maximizing your rental income!