What to do when your Airbnb guest complains

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Complaints happen—but how you handle them can turn unhappy guests into lifelong fans. In this episode, Jon Bell and Julian Sage share their proven framework for resolving guest issues swiftly and professionally:

Active listening & empathy: The scripts you need to acknowledge concerns, show understanding, and calm frustrated guests from the first message.
Rapid response protocols: How to set a guarantee (e.g., respond within 30 minutes) and mobilize your team for on-site fixes—so small problems don’t spiral out of control.
On-the-ground solutions: Quick-action checklists for common complaints (noisy neighbors, broken appliances, cleanliness issues) that empower you or your cohost to resolve matters immediately.
Compensation & goodwill gestures: Guidelines for when to offer discounts, free upgrades, or local gift baskets—and how these gestures build trust without eroding your bottom line.
Follow-up & feedback loops: Turning every complaint into an opportunity by documenting the issue, confirming the resolution, and soliciting a post-stay review that highlights your exceptional service.
By the end of this episode, you’ll have clear, actionable steps to transform complaints into five-star service recoveries—protecting your ratings and strengthening guest loyalty.

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