Getting an email from an outraged guest with multiple complaints can be jarring, especially if your previous guests have had nothing but good things to say about your listing. Your instinct might be to defend your property and inform the guest that they are being unreasonable—but what will that accomplish, really?

Jasper is joined by David Jacoby, Co-founder and President of Hostfully, to share their expertise in dealing with unhappy guests. David discusses his recent experience with a full house over the New Year holiday, and Jasper relates the story of his most difficult Airbnb encounter, an outraged guest who threatened to have his listing removed from the platform! They offer their best advice on how to handle difficult situations and manage guest expectations through an accurate listing.

David and Jasper also cover the confusion around whether or not booking for a friend or family member is allowed on Airbnb as well as the confusing story of a New Year’s party held in an Ohio Airbnb—with the host present! Listen in and learn how to prevent difficult experiences with high-maintenance guests and remain professional when challenging situations do arise.

Topics Covered

Article #1: Airbnb CEO: More Than 3 Million People Are Using the Service on New Year’s, Compared to 1,400 Just Eight Years Ago

  • Increase of 1M from 2016 to 2017

Article #2: Airbnb Bans Renter Who Threw Raucous New Year’s Party

  • Guest rented room in home (Cleveland suburb)
  • Charged $5 cover, 250 people
  • Host locked himself in bedroom

Topic #1: What is the best way to handle unhappy or difficult guests?

  • Consider offering credit if issue is minor (e.g.: lack of hot water)
  • Take feedback seriously, even if it seems unreasonable
  • Respond in a professional manner
  • Make improvements when possible (i.e.: lighting, wiring)
  • Mention potential negatives in listing (e.g.: fish store on street)
  • Contact Airbnb, they have been known to refund hosts

Topic #2: Is it okay to book for friends or family members on Airbnb?

  • Travel Help article says guest must book themselves
  • Airbnb customer service gave contradictory information

Resources Mentioned


Winding Tree


The Bee Token



Article #1:

Article #2:


Hostfully Blog: Funniest Complaints

Airbnb Travel Help Booking Policy

Connect with Jasper


Twitter: @GetPaidForUrPad

Instagram: @GetPaidForYourPad 


Airbnb News Facebook Group

This episode is sponsored by Payfully. Payfully allows Airbnb hosts to get paid within 24 hours after a booking is received. Use code GPFYP to get the first advance for free!

To subscribe to the podcast, please use the links below

Click Here to Subscribe via iTunes

Click here to Subscribe via Stitcher (Android users)

If you like the show, please consider leaving the show a review in iTunes or Stitcher. A couple minutes of your time can help the show immensely! Thanks!

January 12, 2018

EP218: This Week in the World of Airbnb

Getting an email from an outraged guest with multiple complaints can be jarring, especially if your previous guests have had nothing but good things to say […]
January 5, 2018

EP217: This Week in the World of Airbnb

In this first episode of Get Paid For Your Pad in 2018 Jasper chat with Glenn Carter about the latest news events in the world of […]
December 29, 2017

EP216: This Week in the World of Airbnb

There is no shortage of Airbnb horror stories in the news. Accounts of hidden cameras, racial discrimination, and guests who’ve been scammed through the home-sharing platform […]
December 25, 2017

EP215: Superhost in Bali Shares Airbnb Tips

If you’ve read or seen Eat, Pray, Love, you’ve probably considered vacationing on the beaches of Bali. René Theil fell in love with Indonesia long before […]
December 22, 2017

EP214: This Week in the World of Airbnb

If you are spending more than 30% of your monthly income on rent, you fall into the category of rent-burdened—and one popular way to earn the […]
December 15, 2017

EP213: This Week in the World of Airbnb

Toronto. Singapore. Paris. Seattle. Hosts around the world are learning to navigate the new regulations introduced by local municipalities. Making headlines this week are the controversial […]
December 11, 2017

EP212: The Power of Under-Promising and Over-Delivering

As Airbnb hosts, we have a natural inclination to show our property in the best possible light in order to secure more bookings. But what happens […]
December 8, 2017

EP211: This Week in the World of Airbnb

Has Airbnb lost its charm? All startups experience growing pains. That’s just part of the process. But as Airbnb expands its influence to become a major […]
December 4, 2017

EP210: How To Manage Multiple Listings with AirGMS

So you want to expand your Airbnb business, but the complication that comes with managing multiple listings has you a little overwhelmed. How do you prevent […]
December 1, 2017

EP209: This Week in the World of Airbnb

If you could change anything about Airbnb’s website, what would it be? Hosts had their say in the news this week, with a Forbes article polling […]
November 27, 2017

EP208: Short-Term Rental Investing in the UK

With changes in UK tax policy, smart property investors are shifting to the vacation rental market to avoid the hit of a higher tax bill. The […]
November 24, 2017

EP207: This Week in the World of Airbnb

Melbourne is joining the growing list of cities introducing regulations around short-term rentals, but the municipality is taking a very different approach: Rather than simply limiting […]