Fowler House PDX

Ever had a difficult Airbnb guest?

It happens. The key is knowing how to handle it without losing your cool — or your profits.

Here’s how smart hosts manage tough situations:

First, check your pricing.
If you price lower than the Motel 6 down the street, you may attract guests looking for a deal… and a refund. In my experience, the more a guest pays, the fewer problems they create.

When conflict happens:

Stay calm and professional. Always.
Never react emotionally. Respond respectfully.

Let them explain everything.
Don’t interrupt. Let them finish. People want to feel heard.

Respond quickly.
Acknowledge their experience. Even if you disagree, show you understand.

Repeat their concerns back to them.
“So just to confirm, the water wasn’t hot and you couldn’t find the remote?”
This shows active listening and lowers tension immediately.

Offer solutions, not arguments.
Sometimes a partial refund, a cleaning fee refund, or even a small credit solves everything. A fair compromise is often cheaper than a bad review.

Keep everything inside the Airbnb app.
Documentation protects you.

Have your cleaners take timestamped photos before every check-in.
If a guest claims the property wasn’t clean, you have proof.

Most importantly: build systems.
If guests can’t find the remote, create a checklist.
If they don’t know how to use the pool heater, record a quick video.
Every complaint is a chance to improve your process.

Over time, your property becomes bulletproof.

Smart pricing.
Calm communication.
Clear documentation.
Strong systems.

That’s how you turn difficult guests into rare occurrences.

If you’re hosting on Airbnb, what’s the toughest guest situation you’ve dealt with? 👇

At Fowler House, we are always looking for ways to serve our guests better. When we opened in 2018, there were few smart lock options for our European-style door, so we chose the best one we could. Our guests haven’t always loved it though, and we’ve continually looked for an upgrade. We finally found a new, fantastic solution: The !

We installed it this weekend and think you’ll love the easy opening and locking experience, with utmost security.

As , we offer this pro-tip: Always tell your hosts what works and what doesn’t. The best hosts fix whatever they can.

recently updated their app and added some new and useful features. The best part? Fowler House is now a “guest favorite”. Book now for a Portland visit between the holidays, and experience why.