When Guests complain about cleanliness: a host's guide to preventing bad reviews
Set Cleaning Expectations from the Start
Transparency is key. Guests want to know what to expect before they arrive, and clearly communicating your cleaning standards helps build trust. In your listing description, consider including:
- A summary of your cleaning process between stays
- Assurance of fresh linens and towels for every guest
- Notes on whether professional cleaners are used
- Any relevant policies (e.g., no pets, no smoking)
You can also reinforce these expectations in your welcome message or house manual. When guests know cleanliness is a priority, they’re more likely to arrive with confidence and less likely to be surprised.
Create and Follow a Detailed Cleaning Checklist
Consistency is essential. A thorough cleaning checklist ensures that no area is overlooked and that each guest receives the same high standard of care. Your checklist should include:
- Dusting hard-to-reach areas: ceiling fans, vents, baseboards
- Sanitising high-touch surfaces: light switches, remote controls, door handles
- Deep cleaning bathrooms and kitchens: grout, drains, behind appliances
- Replacing all linens and towels: never reused between guests
- Checking for odours and ensuring proper ventilation
Consider scheduling periodic deep cleans to tackle areas that accumulate grime over time. If you manage multiple properties, standardising your checklist across all listings can help maintain quality control.
Respond Promptly and Empathetically to Complaints
Even with the best preparation, complaints may still happen. How you respond can determine whether the issue escalates or is resolved smoothly. Here’s a recommended approach:
- Acknowledge the concern
Thank the guest for their feedback and express genuine concern. - Apologise sincerely
A simple, heartfelt apology goes a long way in diffusing tension. - Offer a solution
Depending on the situation, this could include sending a cleaner, replacing items, offering a partial refund, or providing a discount for a future stay. - Follow up
After resolving the issue, check in to ensure the guest is satisfied.
Guests appreciate hosts who listen and act quickly. A thoughtful response can turn a negative experience into a positive review.
Document Your Cleanliness
Before each guest arrives, take timestamped photos of your space. This simple practice serves multiple purposes: first, it helps you do a final check to catch anything that might need attentions (missing item, a spill, or a light left on). Second, it provides a clear record of your property’s condition at the time of check-in, which can be valuable if any disputes arise regarding cleanliness, damage or missing items. These photos act as a neutral reference point and can support your case with booking platforms or insurance providers. Some experienced hosts even include a few of these images in their welcome message or house manual to reassure guests that the home is clean, well maintained and exactly as advertised. It’s a small step that adds layers of professionalism, builds trust and protects your space.
Encourage Honest Feedback
After each stay, invite guests to share feedback privately before they leave a public review. This gives you a chance to address concerns directly and shows that you care about continuous improvement. You can include a short message like:
“Thanks again for staying! If there’s anything we could improve, we’d love to hear your thoughts.”
This proactive approach can help you catch issues early and prevent them from appearing in reviews.
Cleanliness is more than just a visual standard it’s a reflection of your hospitality and professionalism. By setting clear expectations, maintaining a consistent cleaning routine, documenting your efforts, and responding with empathy, you can reduce complaints and build a reputation for excellence.
Great reviews start with great preparation. When guests feel cared for, they’re more likely to return and to recommend your space to others.
