Prompt communication, clear documentation, and a solution-focused approach can often prevent a minor concern from becoming a larger issue.
Whether the complaint involves cleanliness, maintenance, missing amenities, noise, access, or another concern, hosts should take every report seriously and respond as quickly as possible.
Travelers value timely communication, especially when an issue affects their comfort or ability to use the property.
Even if you don't have an immediate solution, acknowledge the message and let the traveler know you're looking into the issue.
For example:
"Thank you for letting me know. I'm looking into this now and will update you as soon as possible."
A quick acknowledgment can reassure the traveler that their concern has been received and is being addressed.
Understand the Concern
Take time to understand exactly what the traveler is reporting.
If needed, ask for:
Additional details.
Photos or videos.
The date and time the issue began.
Information about which part of the property is affected.
Any troubleshooting steps already attempted.
Keep questions relevant to resolving the issue and avoid making the traveler repeat information they've already provided.
Take Action
Once you understand the issue, work toward a reasonable solution as quickly as possible.
Depending on the situation, this may include:
Dispatching a cleaner for missed or incomplete cleaning.
Sending maintenance for a repair.
Delivering missing supplies or amenities.
Providing instructions for an appliance, thermostat, lock, or other property feature.
Correcting inaccurate check-in or access information.
Addressing noise, parking, or building concerns when possible.
Urgent issues involving safety, access, plumbing leaks, loss of essential utilities, no heat or air conditioning during extreme weather, or other serious habitability concerns should be addressed immediately.
Keep Communication on Vidle Housing
Whenever possible, communicate with the traveler through Vidle Housing's secure messaging system.
Keeping communication on-platform provides:
A clear, time-stamped record of the issue.
Documentation of the host's response.
A history of troubleshooting and proposed solutions.
Helpful information if Vidle Housing Support needs to review the situation.
If communication occurs by phone or another method due to an emergency, summarize the conversation in Vidle Housing messaging afterward.
Document the Issue
Keep clear records of:
The traveler's original complaint.
Dates and times.
Photos or videos.
Maintenance reports.
Repair receipts or invoices.
Cleaning records.
Communication with the traveler.
Solutions offered.
The final resolution.
Good documentation protects both the host and traveler and helps Vidle Housing fairly review the situation if further support is needed.
Follow Up After Taking Action
Once a repair, cleaning, delivery, or other solution has been completed, follow up with the traveler to confirm that the issue has been resolved.
For example:
"I wanted to check in and make sure everything has been resolved. Please let me know if you're still experiencing any issues."
Following up demonstrates responsiveness and provides additional documentation that the host attempted to resolve the concern.
What If the Traveler Requests a Refund?
Do not promise a refund or payment adjustment unless you intend to voluntarily provide one and are authorized to do so.
If a traveler requests a refund, cancellation, or other formal resolution, contact Vidle Housing Support so the request can be properly documented and reviewed according to the reservation details and applicable policies.
For serious or disputed issues, Vidle Housing may review:
Photos or videos.
Message history.
Maintenance or cleaning records.
Repair documentation.
The listing description and amenities.
House rules.
Information submitted by both the host and traveler.
When to Contact Vidle Housing Support
Contact Vidle Housing Support if:
The traveler reports a serious safety or habitability issue.
The traveler cannot access the property.
An urgent maintenance issue cannot be quickly resolved.
The traveler requests a cancellation or refund.
The host and traveler cannot reach a resolution.
The traveler makes a serious allegation.
You believe the complaint is fraudulent or intentionally misleading.
The situation is escalating or you are unsure how to proceed.
Stay Professional and Focus on Solutions
Even when you disagree with a complaint, remain professional and avoid accusatory or confrontational language.
Focus on:
Understanding what happened.
Gathering relevant information.
Offering reasonable solutions when possible.
Documenting your response.
Following through on commitments.
A prompt and thoughtful response can often resolve concerns before they become larger disputes.
If you're unsure how to handle a traveler complaint or the issue is escalating, contact Vidle Housing Support.
Our team can review the reservation, available documentation, and communication history to help determine the appropriate next steps.