A cleaning issue just reported
I’m sorry about the cleaning issue in [area]. Could you tell me the exact spot and, if convenient, send a photo? I’ll check with our team about putting it right and update you on what we can arrange.
How to handle guest complaints during a vacation-rental stay
“The bathroom isn’t clean” and “The Wi-Fi isn’t working” need different replies, but guests want the same thing: to know someone understands the problem and what happens next. A polite message without follow-through leaves the issue unresolved.
Handling a complaint means acknowledging the problem, gathering the useful details, involving someone who can act and checking back with the guest. This guide offers adaptable examples and a way to track those steps in Rentevo while keeping decisions with your team.
Respond to the actual problem
Before replying, read the complaint and the earlier messages. If the guest has already named the room and described the fault, don’t ask them to repeat everything. Acknowledge what they reported and ask only for what you need to decide the next step.
A guest who cannot find the Wi-Fi network name may need a clear instruction. If they’ve already followed it and no device can connect, repeating that answer won’t help. Move from explaining the instructions to having someone investigate.
Decide who owns the issue and what update to send
Choose one person to follow up, even if other team members carry out the work. Whoever replies needs to know whether the job is still being arranged, assigned or completed. Tell the guest what has actually been confirmed.
Give an attendance time only after it has been agreed. If you don’t have one yet, explain what you’re checking and follow up with an update. A realistic time confirmed by your team is more useful than sending “we’ll be right there” just to finish the conversation.
Example replies to adapt to the situation
These are example messages for your team. Replace the fields in brackets, and use wording that confirms an action only once that action has happened.
Wi-Fi: clarify the issue before repeating instructions
I’m sorry you’re having trouble connecting. Can you see [network name], or is it missing from the list? If you can see it, please tell me what message appears when you try to connect so we can work out the next step.
A visit already confirmed by your team
I’ve arranged for [team member] to attend at [confirmed time]. Would access to the property during that time work for you? I’ll let you know if anything changes and check with you afterwards that the issue is resolved.
Check back after the work
[Team member] has confirmed that [work] is complete. Could you check whether [service or amenity] is now working as expected? If the problem continues, please tell me what’s happening so we can follow up with our team.
If the issue continues, change the next step
A second report shouldn’t be treated as a new question with no history. Review what has been tried, check the outcome and involve the person who can choose an alternative. Refunds, discounts and accommodation changes need a manager’s assessment; don’t promise them before deciding what to offer.
This approach is for problems with the stay. If a guest reports an immediate danger, contact local emergency services and the property contact straight away rather than waiting for a chat exchange to continue.
How Rentevo helps you follow through
Rentevo uses property information to answer questions it can handle and creates a request for your team when an issue needs attention. The conversation stays in the inbox, and the request appears in your tasks with the available context. You can track the work and return to the guest conversation.
Your team can step into messages and control which properties have AI replies enabled. In PMS conversations, test mode lets you review replies without sending them. To assess the workflow, try both a routine question and an issue that needs a person.
After the complaint, improve the missing instruction
Once the issue is closed, consider what would help the next guest. If parking was hard to find, add a recognisable landmark to the guide. If the Wi-Fi network name was wrong, correct the property information. If equipment is faulty, it needs repairing; rewriting a message won’t fix it.
Keep a reply to a guest during their stay separate from a public review response. The aim here is to address the current problem and make sure the guest receives the follow-up you promised.
Try the guest assistant
The chat uses a sample property, where you can try questions and follow-ups. To see how your team tracks an issue in the inbox and tasks, we can work through an example from your business in a guided demo.
Questions before you start
Can I use these replies as automated messages?
These examples need adapting to the situation. A complaint depends on what happened and which actions are confirmed, so check the context before sending, especially any timing or promises.
Where can I find pricing and the free trial?
Rentevo costs €9 per property per month, VAT included, for up to 10 properties, with a 15-day trial. We offer custom pricing for larger portfolios.
Let’s start with one of your rentals
In a demo, we’ll look at how you work today, the information your guests use and how to prepare Rentevo for your team.
Book a free demo