Managing Airbnb Guest Complaints For Things Vacation Rental Hosts Have Zero Control Over

Being an Airbnb host can feel like walking a tightrope. You’re balancing guest expectations, hospitality, and the quirks of your property all at once.

But what happens when a complaint rolls in about something completely out of your control? Say, a squirrel on the roof that somehow warrants a three-star review.

Yes, it happens and we even covered it in this week’s Host Post video over on the QR Clue YouTube channel:

While these situations can feel frustrating, they’re an inevitable part of hosting. Let’s talk about how to handle them like a pro.

The key to managing the unmanageable

First things first: take a deep breath. Guests will sometimes complain about things you simply cannot control. Wildlife, weather, a neighbor’s barking dog are factors beyond your influence, yet they can still impact a guest’s perception of their stay.

The trick isn’t trying to eliminate these issues (you can’t), but responding in a way that mitigates the complaint and protects your reputation. 

Remember, sometimes people just want to vent and it may have absolutely nothing to do with you or your vacation rental. Don’t take anything personally.

First, empathy wins every time

A little empathy can go a long way when dealing with upset guests. Even if the complaint seems absurd, put yourself in their shoes. For example, a guest who’s rattled by a squirrel on the roof might just need reassurance that they’re being heard. 

Respond calmly and professionally, acknowledging their concern: “I’m so sorry the noise disrupted your stay. While we can’t always control the wildlife around the property, I completely understand how this might have affected your experience.”

Second, offer a small gesture

When appropriate, consider offering a small token to smooth things over. This doesn’t mean admitting fault for something you couldn’t control, but a small gesture like offering to treat them to lunch, doordashing a small gift, or even just a sincere apology can show you’re willing to go the extra mile. Guests are more likely to leave positive reviews if they feel you genuinely care about their comfort. And more than likely, they’ll say your offer is unnecessary but feel seen and heard for it.

Third, dispute unfair reviews

Unfair reviews happen and it’s within your rights as a host to dispute them. If a guest leaves a low rating for something entirely outside your control, such as weather or wildlife, contact Airbnb support. Provide evidence (like screenshots of the review and your communication with the guest) and calmly explain why the complaint is irrelevant to your hosting performance. While not every dispute will result in a review being removed, it’s worth trying, especially for situations as wild as blaming you for squirrels.

Turn guest complaints into opportunities

Every complaint is a chance to refine your hosting game. Guests are unpredictable, and while some issues are unavoidable, you can learn from every piece of feedback.

For instance, if multiple guests mention a specific noise or inconvenience, consider whether there’s a way you can address it preemptively. Could a note in your listing manage expectations? For example, “You may hear occasional wildlife sounds, as our property is surrounded by nature.”

Transparency goes a long way in building trust.

The modern traveler in 2025

Today’s travelers expect more than a place to stay; they want unique experiences that they can rave about. QR Clue offers an escape room-style adventure right in your vacation rental, giving your guests a story to share and memories to cherish.

It’s easy to set up, takes only a few minutes, and guarantees an unforgettable highlight of their trip. And it’s the perfect way to offset the occasional complaint about things beyond your control. Learn more at qrclue.com.

TLDR

Hosting isn’t for the faint of heart, but mastering how to handle complaints about things you can’t control is a skill that will set you apart.

By responding with empathy, offering small gestures, and being proactive in managing expectations, you’ll show guests that you care. Even when the chaos factor strikes.

And don’t forget, every challenge is an opportunity to grow as a host.

Got an unusual guest complaint story? Share it in the comments below!

Happy Hosting!

Rachel & Jason