Negotiating with Terrorists

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Negotiating with Terrorists

Collin HaysBusiness Member
Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes

We had a guest stay 8 days in a large cabin. Checked out on Saturday the 26th. Darn the luck that they didn't find "Black Mold" until the last day they were there, and want a partial refund. Said they started having symptoms when they got home.

"I am just checking on your investigation findings. Airbnb policy states that black mold would be a reason for a partial refund. Just looking for a response before I left a review."

"We take our health serious." Hmm. Who doesn't?

Translated: Give us some money or we will leave you a bad review.

Yes, there was some surface mold on a wall and a vent. We are in an area where we get 70 inches of rain per year. But the guest won't have it! They want MONEY!

Of course, they left out the part of the Airbnb policy that says:

What to Do If You Find Mold

  1. Leave the Area: Move to a safe location if you experience health issues or allergic reactions.

  2. Document Everything: Take clear photos or videos of the mold and save any messages.

  3. Notify the Host: Message the host immediately through the app to state that the property is unsafe due to mold.

  4. Report to Airbnb: Contact within 72 hours of discovering the issue to request a refund or rebooking assistance. [1, 2, 3, 4]

They did none of this, except send us a couple of photos of a vent and a wall, days later.

Tempted to tell him to pound sand, and he is permanently on our "Do not rent to" list.

[email protected]806-672-7102
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Daniel Jung
Member since 2026 · 11 posts · 6 votes
5d

Don't pay it, and don't negotiate against the review — that's the move that guarantees this keeps happening. A guest who gets paid for a threat learns it works. From managing short-term rentals: first, keep everything in the Airbnb app and forward that "looking for a response before I leave a review" message to support. Airbnb's reviews policy specifically prohibits threatening a bad review to extract a refund, and hosts can report it as extortion. Second, fix the vent anyway. We deal with humidity too, and surface mold on a vent is a maintenance item: clean it, treat it, photograph it, keep the receipt. If the bad review comes, answer publicly with one calm sentence of facts — guest never reported anything during the stay, inspection found no mold issue. The review stops hurting you the moment your reply is the reasonable one.

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  • Collin HaysBusiness Member
    OP
    Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
    5d
    [email protected]806-672-7102
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  • JD MartinBusiness Member
    Moderator
    Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
    5d

    Hell yes. Hosts need to take a stand. Reminds me of the Seinfeld heckler episode:

    https://youtu.be/yBhJHxN172Q?si=_QUs06VGUy6ndO7Q

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  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    5d

    Nice reply @Collin Hays . Kick 'em! :)

    2Reply
  • Jules Aton
    MD/DC · Member since 2024 · 1k+ posts · 1k+ votes
    5d

    Perfect response. I can’t stand this kind of behavior and would also rather eat a bad review with the ability to add a polite and factual rebuttal than cave to extortion.

    3Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    5d

    This literally just happened to me, and luckily Airbnb took our side. Guest rented a house by the beach for a little over a week. On day 3 she tells us they have to go home due to the husbands work and requested a refund of unused days. We declined but offered that if she cancelled and we rebook we could refund her whatever we re-rented for. She declined and said that she will be remaining in the area and will still go use the house so the kids can swim (odd). Checkout day was yesterday and we get a notification from Airbnb that she is making a complaint of mold and requested a refund of unused days. Had no photo evidence at all.

    Unfortunately for you if its Airbnb and they have photos and mold on a vent Airbnb will likely refund.

    [email protected]813-563-0877
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    • Bill B.
      Investor · Las Vegas, NV · Member since 2013 · 8k+ posts · 10k+ votes
      3d

      Hopefully you have it in writing (text/email) that she plans to stay in the area and continue to use the house.

      1Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    5d

    I had a long term tenant claim mold just 2 weeks ago. I had a company come in and do a mold test and received a lab report stating there were mold spores outside than in the house.

    So if you do this and they leave you a bad review you'll have something to dismiss any bad comments and put potential future tenants at ease. Home Depot sells a mold test kit. You could also go this cheaper route.

    4Reply
  • Daniel Jung
    Member since 2026 · 11 posts · 6 votes
    5d

    Don't pay it, and don't negotiate against the review — that's the move that guarantees this keeps happening. A guest who gets paid for a threat learns it works. From managing short-term rentals: first, keep everything in the Airbnb app and forward that "looking for a response before I leave a review" message to support. Airbnb's reviews policy specifically prohibits threatening a bad review to extract a refund, and hosts can report it as extortion. Second, fix the vent anyway. We deal with humidity too, and surface mold on a vent is a maintenance item: clean it, treat it, photograph it, keep the receipt. If the bad review comes, answer publicly with one calm sentence of facts — guest never reported anything during the stay, inspection found no mold issue. The review stops hurting you the moment your reply is the reasonable one.

    5Reply
  • Divin KanyamaBusiness Member
    Accountant · Seattle, WA · Member since 2025 · 342 posts · 126 votes
    5d

    @Collin Hays The title made me laugh—although “Negotiating with Terrorists” may be a little dramatic, the implied “refund or bad review” message would frustrate any host.

    Since there was visible surface mold, it makes sense to address and document the cleanup promptly, but that does not automatically mean agreeing to whatever refund the guest requests. A calm response through Airbnb could acknowledge the concern, note that it was not reported during the eight-day stay, and ask Airbnb to review the timeline and evidence under its policy. Keep the message factual and avoid telling the guest to pound sand—even if that is the tempting response. The strongest position is professional documentation, prompt remediation, and letting the platform handle any refund or review-related pressure.

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    • Jules Aton
      MD/DC · Member since 2024 · 1k+ posts · 1k+ votes
      5d

      IDK this sounds like sufficient evidence of extortion by mentioning review:

      "I am just checking on your investigation findings. Airbnb policy states that black mold would be a reason for a partial refund. Just looking for a response before I left a review."

      2Reply
  • Jon Martin
    Member since 2022 · 1k+ posts · 1k+ votes
    5d

    Send em to Gitmo, one way. I heard the waterboarding is to die for

    1Reply
  • Ying Tang
    Member since 2025 · 322 posts · 120 votes
    4d

    Good response! I'm too soft and would probably refund them for two days...

    0Reply
    • Kearsten Marie Higgs
      New to Real Estate · UT · Member since 2020 · 17 posts · 9 votes
      2d

      It's in the policies and everything needs to be read.

      This why there are cancelation deadlines available.

      0Reply
  • Dan H.Pro Member
    Investor · Poway, CA · Member since 2015 · 7k+ posts · 8k+ votes
    4d

    I had a tenant report and photo a large **** roach. The property has never had cockroaches and is on monthly pest control. The cockroach was either a hitchhiker or a plant as you do not get big cockroach without first having little cockroaches.

    Unfortunately guest was not as blatant about the extortion attempt (certainly seemed implied). We did not offer a discount and he left a poor rating and discussed the cockroach. It is the only pest related review but we still occasionally get inquiries asking if the pests/cockroach issue has been addressed. There never was a pest/cockroach issue.

    Just part of having STRs is to deal with the occasional extortion attempt.

    2Reply
  • Jon Martin
    Member since 2022 · 1k+ posts · 1k+ votes
    3d

    This issue is becoming far more frequent. I’m seeing this every 1 out of 10 guests or so. Starting to rotate cleaners and do extra deep cleanings to get in front of it, although some situations simply cannot be verified unless you have someone willing to be on call on Friday and Saturday nights to verify “smells”, bufs and other petty issues.

    Rubber/plastic gag roaches have been around for decades. Now with AI you don’t even need that.

    IMO this very issue could be the downfall or at least the major limiting factor for growth of the single family residence STR model. Hotels can usually swap rooms without loss of revenue, while SFH owners cannot, nor can they verify if the complaint is valid most of the time. The OTA can only side with the guest for so long until they have to start refunding too much of their own platform fees.

    I’d be surprised if this wasn’t at leaf a discussion among the higher ups, even if for now it’s seen as necessary evil.

    1Reply
  • Shiloh LundahlPro Member
    Rental Property Investor · Gilbert, AZ · Member since 2016 · 3k+ posts · 4k+ votes
    3d

    @Collin Hays my approach would be a little different. They have 14 days to leave a review correct?I would tell them that you completely understand their situation, and I would agree that I would not want to stay in a property that had mold in it either.

    Then I would state that you can probably get them a refund but you just need to get the approval from all the owners and that you will start working on it right away. But that they will most likely get a refund. I own each of my short term rentals with partners so I could say this without lying. But even if I didn’t, I would have my spouse be the partner and my kids or my friends or whoever.

    Then over the next 14 days I would ask clarifying questions that the owners wanted to know and that it has been difficult to get a hold of all the owners. But every couple of days I would state that one of the owners stated yes. And you are trying to get the rest to say yes too and that you think you are going to be able to get it approved for them. So I would basically drag it out over the 14 days and then on day 15 I would let the prior guest know that the last owner decided not to give the refund. But that you tried your very hardest to persuade them.

    At that point, they are not able to leave a review and you move on.

    Truthfully, I have not used this method yet, but I have wanted to. And I plan to if I get into this situation.

    480-206-1209Podcast Guest on Show #287
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    • Jay HinrichsBusiness Member
      Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
      3d

      lol little devious there Shiloh. Kind of reminds me of wholesalers who tell owners they have to have a partner check the property and said partner is really a potential buyer.. and or said partner is a cat.. STR is being an inn keeper so U just have to in my mind work like anyone who owns a hotel / motel..

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    • V.G JasonPro Member
      Investor · Member since 2022 · 3k+ posts · 3k+ votes
      2d

      Wouldn't expect anything less from him than that. Guy's showing his true colors lately.

      Secondly, you'd hope you wouldn't do that to somebody because that's textbook deception.

      Not only would you lose AirBnB status, if you had any, but you now opened up the customers to sue you personally because this would be considered tort. @Brad Schroeder this is one way your veil can be pierced. If AirBNB did not comply with the guests, then AirBnB would be sued too. You would undoubtedly be clawed back, banned from AirBNB and depending on the cost of the stay owe 3x it.

      0Reply
    • Shiloh LundahlPro Member
      Rental Property Investor · Gilbert, AZ · Member since 2016 · 3k+ posts · 4k+ votes
      2d

      @Jay Hinrichs as you get your fishing house up and running on Airbnb and start getting guests, you may get a guest here or there that wants a refund. Not because the property was bad, and not because you were neglectful in any way, but because they have learned how important reviews are for your listing. They know that bad reviews can cause your listing to drop from visibility to the bottom of the searches which then ultimately affects your overall revenue and profit. So a bad review can have a big impact on a host and there is little to no impact on the guest to ask for a refund and allude to the idea of leaving a bad review if they don’t get one.

      As @Collin Hays shared, the guests stayed 8 days in the large cabin, which was probably a lot of money. Then he stated that the guests found “black mold” on the last day and they asked for a partial refund and they told Collin “Just looking for a response before I left a review.”

      I own five large vacation rentals and we have on average 3000 to 5000 guests a year. I can get 10 five star reviews in a row and then maybe a four star here or there, but every once in a while I’ll get a guest that that starts to complain about numerous things that none of the 20 groups before them have mentioned. And they start mentioning multiple little things. And so I asked my staff to go take care of those things. And my staff usually get everything taken care of right away. But then, at the end of their stay, even though everything’s taken care of, they still request to get a refund. So even though everything that they mentioned was taken care of they still ask for a refund. So it isn’t about the property at that point, it is about the guest. And there are certain patterns of communication with guests that are searching for refunds that you start to recognize after hosting for a few few years. The suggestion that I made is a way of responding to these particular types of guests.

      Don’t get me wrong, I’ve given refunds before when we haven’t been able to remedy a situation that negatively affected a guest’s stay. And I’ve provided extra amenities for free or meals for free and different things like that for my guests, especially if they’ve experienced some sort of inconvenience at one of our properties. But when somebody seems to be strategically working towards trying to get a refund by pointing out a bunch of little things that my staff are able to quickly remedy, if in fact there is anything to remedy, but then they still ask for a refund, that’s usually a guest who knows what they’re doing, and they’re trying to manipulate the system and using the reviews to be able to have a cheaper vacation. Those are the type of people that I would use the strategy on.

      I created a YouTube video specifically addressing how Airbnb can change their review policy or process that would help eliminate this specific problem that allows guests to manipulate the system in order to get a refund.

      The idea was this, anytime a host got a review of three stars or less, the review stays pending for 6 months. If another guest leaves a three star or lower review within that 6 month timeframe, and cites the same or a similar problem as the reason for the lower review, then both reviews get published. However, if within the six months period, there is no three star or lower review that cite the same issue, then the review gets deleted and never gets published. If Airbnb would adopt this policy, they would increase the ways host take care of the properties. Because host would focus on whatever problem was in the last review to make sure it doesn’t happen anymore because they don’t want to get two bad reviews. And this would also lessen the anxiety that hosts feel about guests coming into their home and doing this specific thing by threatening to leave a bad review unless they get a refund, which is a very real thing amongst hosts that have been around a while.

      480-206-1209Podcast Guest on Show #287
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    • Jay HinrichsBusiness Member
      Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
      2d

      Shiloh you know we love you. I was just being tongue in cheek..

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    • Shiloh LundahlPro Member
      Rental Property Investor · Gilbert, AZ · Member since 2016 · 3k+ posts · 4k+ votes
      2d

      @V.G Jason you seem to know a lot about this, tell us how you handle these situations when they come up with your short-term rentals.

      480-206-1209Podcast Guest on Show #287
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  • Jay HinrichsBusiness Member
    Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
    3d

    @Collin Hays

    Collin do you provide laundry soap pods in your units that have washer dryer for guest to use or only for cleaners ? Also do guest do laundry very often ?

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    • Jon Martin
      Member since 2022 · 1k+ posts · 1k+ votes
      3d

      Laundry is a huge plus, guests at least like to have the option because disasters happen, and usually people run out of clean clothes at some point during a trip.

      Definitely provide soap, but never leave a full package. Put 4-6 or so in a jar.

      2Reply
    • JD MartinBusiness Member
      Moderator
      Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
      2d
      Quote from @Jay Hinrichs:

      @Collin Hays

      Collin do you provide laundry soap pods in your units that have washer dryer for guest to use or only for cleaners ? Also do guest do laundry very often ?

      Almost every guest we had used the washing machine at least once during their stay, but we had a minimum 4-day stay. Guests are minimizing their luggage these days because of the flight charges so they have to do laundry more often, at least that is my experience. We actually did provide 2 pods, on an upper shelf so no kids could eat them.

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    • Jay HinrichsBusiness Member
      Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
      2d

      limiting the pods so they dont take them like folks take all the hotel/motel soap at least they used to now hotel/motels have gone to the bottles on the shower wall that cleaning staff refills.. But thats what I will do we will have supplies in the RV garage that guest cant access; I am just starting to think this all through and what better place to ask questions is from all you STR experts.

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    • JD MartinBusiness Member
      Moderator
      Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
      2d
      Quote from @Jay Hinrichs:

      limiting the pods so they dont take them like folks take all the hotel/motel soap at least they used to now hotel/motels have gone to the bottles on the shower wall that cleaning staff refills.. But thats what I will do we will have supplies in the RV garage that guest cant access; I am just starting to think this all through and what better place to ask questions is from all you STR experts.

      Guests will take anything that's not nailed down. You can't believe how many towels got gone. Ours would end up at Disney world. In the early days we would leave extra rolls of paper towels, soap, dishwasher pods, etc. Anyone who drove in, all that stuff would be gone with the guests even on 3 and 4 day stays. So we started limiting what was provided to start up.

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    • Lauren Kormylo
      Rental Property Investor · Phoenix, AZ and Rehoboth Beach DE · Member since 2019 · 1k+ posts · 1k+ votes
      1d

      My guests usually stay 3 or 4 days, and do laundry every stay. I don't supply laundry pods, they're expensive, and they're too convenient for guests to swipe. I buy a $5 jug of All - Free & Clear (no fragrance) liquid detergent (24 loads) from the dollar store, or a $12 one (58 loads) from Walmart, and leave that out for guests. I've never had one stolen. My cleaners refill it when it gets low or swap it out a new one.

      I do use pods for the dishwasher. The ones at Dollar Tree work as well as the name brand ones, and come in a small pack of 10 for $1.50.

      0Reply
  • Drew SygitBusiness Member
    Property Manager · Royal Oak, MI · Member since 2012 · 12k+ posts · 9k+ votes
    3d

    How many operators:

    1) Leave negative reviews of these Guests?
    2) Check Guest reviews before booking them?

    @John Underwood - be careful about immediately getting a mold test.
    Our attorneys have told us NOT to do that!
    Once you do, the evidence can actually be subpoena'd and used against you.

    Even if a Guest or tenant gets their own mold inspection, you want to be careful about getting your own. Your attorney can always try to question the validity of theirs.

    So, check with an attorney as this is not legal advice.

    [email protected]248-209-6824
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    • Jon Martin
      Member since 2022 · 1k+ posts · 1k+ votes
      3d

      If they play the extortion game yes, I do.

      0Reply
    • Jay HinrichsBusiness Member
      Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
      2d

      I have had two owners leave reveiws on my stay at least that I saw one was not happy but her place was a dump.. I dont know how to leave a reveiw so I dont bother.. the last cabin in MT. i got 5 stars except for one she gave me 4 stars I think again to many questions on how the cabin worked.. and after I brought her 4 beautiful Trout so she could make dinner for her family and her mother LOL.. I catch and release those were the first trout I harvested in probably 20 years.. And i gave them to her :) Now Salmon we keep those for table fare.

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    • Jon Martin
      Member since 2022 · 1k+ posts · 1k+ votes
      2d

      Yeah that's absurd. A guest would have to do something really grotesque for me to leave a bad review. I usually just give a generic 5 star, or nothing at all if the guest was marginal. 

      I booked a place on VRBO in the Cook Islands where the host asked ahead of time if I wanted to go direct. I declined because I didn't want to deal with potential an international scam/money situation. I felt we left the place pretty clean although I did have to leave a lot of plastic water bottles because their trash can was full and there were no extra bags. I compiled them all onto the countertop.

      After I left I got all 1-2 star reviews. When I messaged the guest she said that her kid got ahold of her phone and must've done it. Pretty sure she was resentful that I didn't go direct. VRBO still wouldn't take it down, even after I told them that part. Weird.

      2Reply
    • Dan H.Pro Member
      Investor · Poway, CA · Member since 2015 · 7k+ posts · 8k+ votes
      2d

      The platforms do not publish either review until both parties have submitted a review or the review period has expired.

      My co-host checks the guests reviews (or has AI check the guest reviews). I think what would be more telling is checking the reviews the guest leaves. Maybe anything under 80% 5 star gets rejected. I suspect it would be processor intensive as I do not believe there is a way for a host to easily see the reviews left by a guest. Too bad

      1Reply
    • Dena Beck
      Member since 2024 · 49 posts · 16 votes
      11h
      Quote from @Dan H.:

      The platforms do not publish either review until both parties have submitted a review or the review period has expired.

      My co-host checks the guests reviews (or has AI check the guest reviews). I think what would be more telling is checking the reviews the guest leaves. Maybe anything under 80% 5 star gets rejected. I suspect it would be processor intensive as I do not believe there is a way for a host to easily see the reviews left by a guest. Too bad

      Look into AirReview. Free service and allows you to see the guest's reviews of other STRs. I don't do it anymore. It isn't practical for me with multiple properties, but I did it in the beginning - checked them all. Now, I'll go in and look if something sets off my spidey senses. I have instant book on, so they're likely coming anyway, but it gives me an ability to head things off. I have sent messages specifically addressing things that they mentioned at other properties. "I noticed that you've left a lot of four star reviews. I'd love to make this a better experience for you. What would you like to see to make this upcoming trip a five star worthy week?"

      0Reply
  • Jon Martin
    Member since 2022 · 1k+ posts · 1k+ votes
    3d

    Just dealt with this myself. The cleaning issue was minor, some stains from spilled liquids and shoes on white parts of some rugs, that I now know will never come out no matter how often you steam or spot treat them. Guest refused my offer for a cleaning fee refund and an emergency clean and countered with a 50% refund. I refused, and offered to refund them if they leave, which they accepted.

    This was a mistake, as I still got a 3 star review. In hindsight, I think the guest was disappointed that the house wasn’t more modern because she sent photos of very petty minor items, and complained that the house wasn’t as new it looked in the photos. My photos don’t hide any warts and clearly show that some aspects of it are dated. Seems she was using the rugs as a proxy for her disappointment of what she thought she was getting, despite my photos being an accurate representation.

    From this point forward if the guest complains and refuses my offer for a cleaning fee refund and emergency clean I will simply tell them to take it up with customer care. They’re probably going to leave a bad review either way. 

    1Reply
    • Jules Aton
      MD/DC · Member since 2024 · 1k+ posts · 1k+ votes
      3d

      This is interesting and helpful because although rare I am also inclined to offer them to leave immediately for a full refund. I was under the impression that negates their stay and ability to leave a bad review. I also want to avoid my head exploding if they stay the entire time and the site then clawbacks the full amount.

      1Reply
    • Jay HinrichsBusiness Member
      Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
      2d

      we are buying a new construction .. I am going to have them take out carpet and have 100% lament and then do some cheap runners etc.

      having walk through 100's if not a thousand rehab homes that landlords were buying from failed landlords its just amazing to me the amount of stains that tenants put into carpet.. Its like they spill and never clean.. I am just hoping my area Southern Utah will not see the big partying crowd.. And being brand new and nicely appointed should limit the HEY it did not look as good as the pictures.

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    • Jules Aton
      MD/DC · Member since 2024 · 1k+ posts · 1k+ votes
      2d

      I can't stand carpet and have pets so it is the first thing ripped out of my homes and investment properties. I'm guessing your new build will be large which will lend itself to more guests at one time as well as more wear and tear but also more rental income. The nice thing about your situation is if renting irritates you just pump the breaks with higher prices or less openings. 

      1Reply
    • Jon Martin
      Member since 2022 · 1k+ posts · 1k+ votes
      2d

      Yes carpets are a non starter.

      I would avoid runners in high traffic areas as well. Stick to the center of the main living room and bedrooms, and don’t get anything with any white, cream or light colors that show stains easily.

      Ask me how I know! Haha

      1Reply
    • Dena Beck
      Member since 2024 · 49 posts · 16 votes
      11h
      Quote from @Jay Hinrichs:

      we are buying a new construction .. I am going to have them take out carpet and have 100% lament and then do some cheap runners etc.

      having walk through 100's if not a thousand rehab homes that landlords were buying from failed landlords its just amazing to me the amount of stains that tenants put into carpet.. Its like they spill and never clean.. I am just hoping my area Southern Utah will not see the big partying crowd.. And being brand new and nicely appointed should limit the HEY it did not look as good as the pictures.

      I have found laminate to have a short shelf life before it starts looking dirty all the time. It does not hold up, and we bought a pretty good one trying to avoid this. I'll do tile throughout from now on. So much less stressful.

      0Reply
  • Samantha Andrews
    Member since 2026 · 37 posts · 54 votes
    2d

    My strategy has been to focus on maintaining higher-end short-term rentals while being selective about the guests I accept. I pay close attention to prior reviews, as well as the tone and nature of a prospective guest’s initial questions or requests, particularly when they appear unusually demanding or unreasonable.

    For example, I recently had a prospective guest respond to our standard nightly rate by proposing her own substantially discounted price. I sent a courteous response explaining how our pricing is determined and apologizing that we were unable to accommodate the requested discount. I ultimately declined the booking request as well, because the interaction gave me some concern that the same expectations could carry over throughout the stay.

    I have increasingly come to the conclusion that protecting the quality of the property and the overall guest experience is more important than maximizing occupancy at all costs. In some cases, it is better to forgo a booking and the associated revenue than to take on a guest who is likely to require disproportionate management or create unnecessary issues during their stay.

    3Reply
    • V.G JasonPro Member
      Investor · Member since 2022 · 3k+ posts · 3k+ votes
      1d
      Quote from @Samantha Andrews:

      My strategy has been to focus on maintaining higher-end short-term rentals while being selective about the guests I accept. I pay close attention to prior reviews, as well as the tone and nature of a prospective guest’s initial questions or requests, particularly when they appear unusually demanding or unreasonable.

      For example, I recently had a prospective guest respond to our standard nightly rate by proposing her own substantially discounted price. I sent a courteous response explaining how our pricing is determined and apologizing that we were unable to accommodate the requested discount. I ultimately declined the booking request as well, because the interaction gave me some concern that the same expectations could carry over throughout the stay.

      I have increasingly come to the conclusion that protecting the quality of the property and the overall guest experience is more important than maximizing occupancy at all costs. In some cases, it is better to forgo a booking and the associated revenue than to take on a guest who is likely to require disproportionate management or create unnecessary issues during their stay.

      Price out the problems. That is the strategy; if the location is truly incredible then you can do that.

      1Reply
  • Collin HaysBusiness Member
    OP
    Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
    2d

    UPDATE: Settled with Airbnb for a $32 refund. I almost prefer this to zero, as the guest spent hours of time to get back 32 bucks. Way to go!

    [email protected]806-672-7102
    SMOKY MOUNTAIN FALLS INC.51 Review
    WebsiteView Page
    3Reply
    • Lauren Kormylo
      Rental Property Investor · Phoenix, AZ and Rehoboth Beach DE · Member since 2019 · 1k+ posts · 1k+ votes
      1d

      Wow, that guest must have been disappointed with that token win! LOL

      1Reply
  • Dena Beck
    Member since 2024 · 49 posts · 16 votes
    11h
    0Reply
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