Apology for a problem during a stay

Message templateFor guestsSend: As soon as a guest reports a problemBy HostCalmlyUpdated Oct 30, 2026How we write templates Report an error

Short answer

Send an apology message as soon as a guest reports a problem, ideally within the hour. Acknowledge the issue plainly, apologize without excuses, give a realistic timeline for the fix, offer a workaround in the meantime and say when you'll update them next. Keep it short and specific, then follow through.

Your version

Highlighted parts are details we don't have yet. Fill them in below and they're remembered for every message.

Guest's first name

Fill these in first (3 left). Every message reuses them.

Rental name

Contact for urgent issues

Your first name

Wi-Fi passwords and door details stay in this browser. Nothing is sent to us.

Hi [Guest name], Thank you for letting me know about [the issue], and I'm sorry. That's not the stay I want you to have at [Rental name]. Here's what happens next: - I've arranged for [who] to fix it by [day and time]. - In the meantime, [temporary workaround]. - I'll update you here by [time], even if the fix isn't finished yet. If the repair means someone needs to enter the home, I'll confirm the time with you first. If anything else comes up, reply here. For anything urgent, contact [Emergency contact]. Thank you for your patience. I'll make this right as quickly as I can. [Your name]

9 parts still in [brackets]

When to send it

Send it as soon as the guest reports the problem, even if you don't have a fix lined up yet. A fast, honest reply lowers stress on both sides. Fill in the bracketed details with real times, then send the update you promised, on time.

Tips

Reply fast, even before you have the full plan. A quick "I'm on it" matters more than a perfect answer an hour later.
Give a real time, not "soon." If the timeline slips, tell the guest before they have to ask.
Never send anyone into the home without confirming the time with the guest first.
If you offer a partial refund, send it through the platform. Airbnb's Request or send money in the Resolution Center (opens in a new tab) article explains that hosts can send money to a guest once the stay has started.
Never tie a refund or credit to the guest's review. Airbnb's Authentic and trustworthy reviews (opens in a new tab) policy names a refund as an example of something a review can't be exchanged for.

Frequently asked questions

Should I offer a refund when something breaks?

It depends on how much the problem affected the stay. For small issues, a quick fix and a sincere apology are often enough; for bigger ones, a partial refund through the platform is a fair gesture.

How fast should I respond to a guest complaint?

As quickly as you can, ideally within an hour during the day. Even a short reply saying you're working on it helps.

Can I ask the guest not to mention the problem in their review?

No. Airbnb's review policy prohibits pressuring or incentivizing someone to influence a review. Put your energy into the fix; that part is in your control.

All 26 messages, filled in

Enter your check-in time, Wi-Fi and house details once. Every message fills itself. Free, saved on this device.

Open the message writer