How to Deal with Difficult Airbnb Guests

Because Not Every Guest Is a Dream Guest

If you've been hosting long enough, you've probably had one: the guest who treats your place like a hotel, a frat house, or their own personal complaint department. Maybe they argue about check-out times, maybe they swear the Wi-Fi is “unusable” (even though they streamed three seasons of Yellowstone). Either way, it's exhausting—especially if you're a mom-and-pop host who’s just trying to keep the lights on and the towels folded.

Here’s how to handle difficult Airbnb guests without losing your cool (or your five-star status).

1. Spot the Red Flags Early

You know that feeling in your gut when something feels off? Trust it. Here are some early signs your guest might be “extra”:

Messages that feel cagey or vague
Repeated asks to bend your house rules
Aggressive tone before check-in (yikes!)
No reviews or bad reviews from other hosts

Sometimes it's worth turning down the booking. You don’t need the money that bad.

2. Keep Your Cool (Even If They Don’t)

Listen, we get it—you’re human. But difficult guests love drama, and drama thrives on reaction. Here’s your play:

Respond like you're writing a customer service script. Kind but firm.
Stick to the rules you already posted.
Don’t argue—document.
Always use Airbnb messages or your SHD HostDesk so there’s a paper trail.

If they threaten a bad review? That says more about them than it does about you. Don’t take the bait.

3. Use SHD’s Concierge Team to De-Escalate

You didn’t sign up to play therapist. That’s where we come in. SuperHost Depot’s 24/7 concierge team is trained to handle sticky situations without the emotional wear-and-tear.

We:

Speak to guests with calm, professional tone (even if they’re on their fourth message about the air fryer)
Reiterate house rules on your behalf
Keep things chill and documented, so you don’t have to sweat the details

Let us be the buffer so you can get back to, well, literally anything else.

4. Protect Your Property and Your Peace of Mind

You’ve got a beautiful space. You’ve worked hard for it. So if a guest crosses the line, we help you protect what matters:

We file claims for damages, missing items, and broken stuff
We flag repeat offenders and keep detailed records
We even offer proactive monitoring (if cameras are in place)

We can’t keep guests from stealing your snacks, but we can keep them accountable.

5. Know When to Escalate or Involve Airbnb

If things start to feel unsafe or downright unacceptable (threats, property damage, out-of-control parties), it’s time to call in backup.

With SHD, we help you:

File formal reports
Submit documented proof
Request cancellations or guest removals

And yes, we speak fluent Airbnb.

6. Don’t Let One Bad Guest Overshadow the Good Ones

Most guests are lovely. They send thank-you notes and water your plants. But one bad egg can shake your confidence—especially if you're a small host doing it all.

Breathe. You’re not alone. SuperHost Depot gives you real support so you can bounce back, keep your sanity, and remember why you started hosting in the first place.

Now go grab a coffee. We’ve got this one.

Related Knowledge Base Articles:

Escalating a Guest Complaint
Resolving Guest Concerns with SHD Support
Understanding SHD’s 24/7 Concierge Service
Filing a Damage Claim with SHD
Guest Screening and Risk Prevention