No one likes to receive complaints—but for hospitality professionals, they’re often gold in disguise. When handled correctly, guest feedback becomes one of the most powerful tools to elevate your short-term rental (STR) or boutique property experience.
Here are five of the most common guest complaints that, rather than being setbacks, offer clear insights for operational and service upgrades.
1. “The Room Wasn’t As Clean As Expected”
Cleanliness complaints are one of the top concerns in the hospitality industry. While uncomfortable to hear, they often point to gaps in consistency—not laziness.
What to evaluate:
- Are you using a detailed checklist for turnovers?
- Are you inspecting work from third-party cleaners?
- Is there a quality control gap during high turnover days?
Improvement tip: Create a photo-based checklist for cleaners and require timestamped images before every check-in. This not only helps ensure quality but also provides a layer of accountability.
2. “It Was Too Noisy at Night”
Guests complaining about noise—from traffic, thin walls, or rowdy neighbors—are often telling you that your space doesn’t offer enough of a retreat vibe.
Look for:
- Windows or doors that don’t seal well
- Poor acoustics or lack of soundproofing between rooms
- Absence of white noise options
Improvement tip: Invest in blackout curtains, weather stripping, or acoustic panels. Offering a sound machine or soft playlist through a smart speaker can also create a more relaxing atmosphere.
3. “The Wi-Fi Was Slow or Unreliable”
This is a frequent issue, especially as many travelers are now working remotely. When a guest brings it up, don’t dismiss it—especially if your marketing highlights “fast Wi-Fi.”
Evaluate:
- Is your router outdated?
- Is your connection speed consistent throughout the property?
- Are too many devices connected at once?
Improvement tip: Run a speed test from different areas of your property. If necessary, upgrade your plan or invest in mesh Wi-Fi systems to improve coverage and speed.
4. “Check-In Was Confusing or Frustrating”
When a guest complains about the check-in process, they’re often revealing how disjointed or unclear your onboarding experience is.
Common red flags:
- Vague or overly complicated instructions
- No backup plan if a keypad malfunctions
- Last-minute communication
Improvement tip: Create a mobile-friendly welcome PDF or guide link with clear visuals. Include backup access instructions, Wi-Fi info, parking details, and a local contact in case of emergencies. Automate delivery of this info at least 24–48 hours before check-in.
5. “It Didn’t Feel Like What Was Promised Online”
This type of complaint speaks directly to the accuracy of your branding and listings. When guests feel misled, it creates distrust—even if the space is technically clean and functional.
Ask yourself:
- Are your listing photos outdated or overly edited?
- Do you oversell amenities or fail to mention quirks?
- Is your copy missing important context like stairs, busy streets, or parking limitations?
Improvement tip: Keep photos current and honest. Add captions that tell the story (e.g., “Second-floor unit with no elevator” or “Located on a lively downtown street—expect some nighttime energy”). Realistic expectations lead to more positive reviews.
Turning Feedback Into Long-Term Value
Every complaint—when received with a mindset for growth—offers a real opportunity to refine your guest experience. Instead of bracing for negativity, view complaints as your most accurate, real-time market research.
Small changes based on honest feedback don’t just lead to better reviews—they increase guest loyalty, referrals, and long-term profitability.
