Practical tips to stay calm, protect your property, and keep reviews positive
Every villa owner dreams of welcoming respectful, happy guests who leave glowing 5-star reviews. And most of the time — that’s exactly what happens. But what about the rare cases when things don’t go smoothly?
From noise complaints to late-night demands or even damaged property, difficult guests can test your patience — and your professionalism. As Phuket’s leading property management company, we’ve seen it all, and we know that the key to success isn’t avoiding problems entirely… it’s knowing how to handle them.
Here’s how to navigate difficult guest situations the right way — without losing your cool, your rating, or your rental income.
1. Set Clear Boundaries Before Check-In
Prevention is always better than a cure. Many “problem guests” are simply misinformed or unaware of what’s expected.
What to do:
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Send a friendly welcome message with clear house rules (quiet hours, smoking policy, check-out time)
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Include rules on platforms like Airbnb and Booking.com
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Have printed rules available in the villa
Pro Tip: Use polite, positive language. Instead of “Don’t make noise,” say “We ask all guests to respect quiet hours from 10 PM.”
2. Stay Calm — Always
If a guest complains, argues, or behaves inappropriately, your tone matters more than anything else.
Tips to stay professional:
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Avoid emotional language, even if you’re frustrated
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Acknowledge their concern (even if you disagree)
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Stick to facts, and refer to the rules you’ve already shared
Example:
“I understand your concern about the air-conditioning. Our technician will check it within the hour. Just to confirm, it was working during our pre-arrival inspection yesterday.”
3. Document Everything
If a situation escalates — such as property damage, broken rules, or refunds — having evidence is essential.
How to protect yourself:
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Take photos before and after each stay
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Keep records of all guest communication (use platform messaging)
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Have a signed or acknowledged rental agreement for direct bookings
This helps you claim damage deposits, respond to platform disputes, or provide proof if needed.
4. Use the Platforms to Your Advantage
If a guest is behaving inappropriately, you’re not alone. Airbnb, Booking.com, and other platforms offer support to hosts.
What you can do:
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Report bad behaviour immediately via the app
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Contact their resolution center if compensation is needed
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Leave an honest, factual review for future hosts
Don’t feel pressured to refund a guest unless the situation truly warrants it. Let the platform review the case with evidence.
5. Have a Management Team in Place
The best way to deal with difficult guests? Don’t deal with them yourself.
At Inter Property, we handle every interaction with professionalism and care — from late-night noise complaints to repair requests and beyond. Our team is trained to de-escalate tension, protect your villa, and keep guests happy when possible.
And if things go wrong? We’re there to step in, document everything, and ensure your reputation and revenue are protected.
In Summary:
Difficult guests are rare, but how you respond makes all the difference. With clear rules, calm communication, and strong support, you can turn a potential crisis into a well-managed situation.
