Nothing tanks an Airbnb listing faster than bad reviews. You could have the best location, stylish decor, and a competitive price, but if guests encounter avoidable frustrations, your rating will plummet.
With 80% of Airbnb guests reading reviews before booking, a few negative experiences can lead to fewer reservations and lost income. The good news? Most guest complaints are completely preventable.
As a Cambridge Airbnb host, your goal is to create an experience so seamless that guests leave glowing 5-star reviews. Below, we’ll break down the most common guest complaints and how to avoid them like a pro.
1. The “Ew, This Place Isn’t Clean” Complaint 🚿
Common Cleanliness Complaints:
❌ Dusty surfaces and unclean bathrooms
❌ Leftover hair (yes, guests notice!)
❌ Smelly bedding or towels
Nothing makes a guest question their stay faster than a dirty rental. Cleanliness isn’t just a preference—it’s an expectation. Airbnb guests often compare stays to hotels, where spotless is the standard.
How to Avoid Cleanliness Complaints:
✅ Hire Professional Cleaners – If you’re self-cleaning, it might be time to upgrade. A reliable cleaning service ensures thorough, hotel-level tidiness.
✅ Use a Cleaning Checklist – A detailed cleaning checklist prevents missed spots. Make sure it includes under the bed, inside drawers, and high-touch areas like light switches and remotes.
✅ Stock Up on Fresh Supplies – Guests love the smell of clean. Use high-quality, fragrance-free detergents and replace linens regularly.
👉 Bonus Tip: Leave a small cleaning kit in the property for guests (extra bin bags, a sponge, and disinfectant wipes). It’s a small touch that goes a long way.
2. The “This Isn’t What I Booked” Complaint 🏠
Common Misleading Listing Issues:
❌ Photos that don’t match reality
❌ Claiming “city centre” when it’s 20 minutes away
❌ Omitting key details (e.g., no lift in a 5th-floor flat)
Guests hate feeling misled. If they arrive and find something different from what they expected, their disappointment will reflect in your reviews.
How to Avoid Listing Description Complaints:
✅ Be Honest, But Highlight Strengths – Instead of “Quiet retreat in central Cambridge” (when it’s near a pub), say, “Lively city-centre stay with easy access to nightlife.”
✅ Update Your Listing Regularly – Got a new sofa? Upgraded WiFi? Adjust your photos and descriptions to match
.✅ Include Guest Feedback in Your Description – If guests frequently mention great coffee shops nearby, add it to your listing!
👉 Bonus Tip: If something goes wrong before check-in, message guests in advance. Honesty is always better than a bad surprise.
3. The “Where Do I Pick Up the Keys?!” Complaint 🔑
Common Check-in Issues:
❌ Confusing key pickup process❌ No response from the host at check-in❌ Being locked out after a long journey
A stress-free check-in sets the tone for the stay. If guests struggle to enter, they’ll start their trip feeling frustrated—and they might take it out in their review.
How to Avoid Check-in Complaints:
✅ Go Keyless with Smart Locks – Digital locks or key safes eliminate the need for face-to-face key handovers.
✅ Send Clear Instructions (With Photos!) – A step-by-step guide with pictures helps avoid confusion.
✅ Be Available at Check-in Time – Even if you offer self-check-in, message guests to ensure they got in smoothly.
👉 Bonus Tip: Automate your check-in messages with Airbnb’s messaging feature to send instructions 24 hours before arrival.
4. The “I Couldn’t Sleep Because of Noise” Complaint 🔊
Common Noise Complaints:
❌ Traffic noise from the street
❌ Thin walls between rooms or flats
❌ Rowdy neighbors or loud nightlife nearby
Guests book Airbnbs for rest and relaxation—if they can’t sleep, expect negative feedback.
How to Avoid Noise Complaints:
✅ Set House Rules About Noise – If you allow groups, make it clear that loud music or parties aren’t permitted.
✅ Use Noise Monitoring Devices – Smart devices like Minut or NoiseAware detect high noise levels without invading privacy.
✅ Provide Earplugs for Light Sleepers – A simple, thoughtful solution for guests sensitive to noise.
👉 Bonus Tip: If your property is in a lively area, mention it in your listing: “Located in the heart of Cambridge’s bustling nightlife—perfect for those who love the city vibe!”
5. The “Why Is the WiFi So Slow?” Complaint 📶
Common WiFi & Tech Complaints:
❌ Slow or unreliable internet
❌ No clear instructions for connecting to WiFi
❌ TV or smart devices not working
In the digital age, bad WiFi is a deal-breaker—especially for business travellers and remote workers.
How to Avoid WiFi & Tech Complaints:
✅ Invest in High-Speed Internet – Aim for at least 100 Mbps for smooth streaming and video calls.
✅ Label Your WiFi Clearly – Leave WiFi details in a visible place (on a framed sign or in a welcome guide).
✅ Check All Tech Before Check-in – Ensure the TV, smart locks, and heating are working properly before guests arrive.
👉 Bonus Tip: Consider providing a small desk setup for remote workers. It’s a huge selling point and justifies premium pricing.
The Power of Proactive Hosting
The best Airbnb hosts anticipate problems before they happen. By addressing these common guest complaints, you’ll secure higher ratings, more bookings, and repeat guests—without constantly worrying about bad reviews.
At Cambridge Stays, we take care of cleaning, communication, and guest experience so you can earn passive income stress-free.
📢 Want 5-Star Reviews Without the Hassle?
Let Cambridge Stays manage your Airbnb—expert hosting, happy guests, and better returns! Contact us today.
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