What to do if a Guest Complains After Check-in?

What to Do If a Guest Complains

If a guest arrives at your property or has been staying for a few days and raises a complaint—whether about cleanliness, missing items, damages, or any other issue—it's important to address the situation promptly.

1. Contact Us Immediately

• Inform us as soon as possible via WhatsApp or through the contact form so we can assist you.
• Try to resolve the issue directly with the guest, showing that you are available and willing to help.

2. Do Not Issue Direct Refunds

• Never provide refunds in cash or via bank transfer directly to the guest.
• Any compensation must be processed through the booking platform and the payment method the guest used.
• We are here to guide you in making the best decision regarding possible compensation.

3. Need Help Communicating?

• If there are language barriers or communication difficulties, our international team is available during working hours to assist with the language barrier.

Important Information for Airbnb Bookings

If your guest booked through Airbnb, be aware of their Hosting Standards Policy , which may allow them to request a refund or cancel the booking if they provide valid documentation.

Airbnb may decide to issue a full refund in cases that pose a health or safety risk, including:

• Mould
• No running water
• No electricity
• Property not as advertised

How to Protect Yourself

If you disagree with the complaint, provide solid evidence to support your case. Please document everything and send us:

• Photos of the property and the reported issue
• Screenshots of WhatsApp conversations or other guest communications
• Any other relevant documentation

The more detailed your evidence, the easier it will be for us to mediate and help resolve the issue fairly.

We hope you find this guide helpful and straightforward. Thank you for being a valued host.