Nothing throws off a guest’s stay faster than a maintenance issue—especially one that goes unanswered. Whether it’s a broken AC in the middle of summer or a Wi-Fi outage during a work trip, how you respond can make or break your reviews. Prompt maintenance not only keeps guests comfortable, it builds trust and shows you care about their experience.
Common mid-stay problems like HVAC breakdowns, leaky faucets, or even a malfunctioning TV remote are part of the hosting journey. But it’s how you handle them that matters. Below, we’ll walk through practical tips to tackle these issues quickly and professionally, so your guests stay happy and your Airbnb keeps earning five stars.
Proactive Measures Before Guest Arrival
The best way to avoid mid-stay maintenance issues? Catch them before your guest ever walks through the door. A quick but thorough inspection before each booking can go a long way. Check that the AC is blowing cold, toilets flush properly, the water heater’s doing its job, and smoke detectors are working. It might seem small, but these basics make a huge difference.
Using a detailed maintenance checklist helps you stay consistent—no forgotten outlets or mystery lightbulbs. Over time, it becomes a routine that saves you time and prevents guest complaints.
Want to go the extra mile? Spend a night in your Airbnb like a guest. You’d be surprised what you notice when you’re actually living in the space—squeaky doors, odd smells, or lights that are too dim. Think of it as your secret weapon for 5-star reviews.
Effective Communication During Issues
When a guest messages you about a problem, time is of the essence. Even if you can’t fix the issue right away, a quick response shows you're on top of it and that their comfort matters. A simple, “Thanks for letting me know—I’m looking into it now,” can go a long way in easing tension.
Once you’ve acknowledged the issue, ask for clear details. Photos or a quick description can help you figure out what’s actually going on—whether it’s a leaking pipe or a thermostat acting up.
Just as important is setting clear expectations. Let the guest know what steps you’re taking and when they can expect a fix. If you need to bring in a pro, be upfront about timing. Guests appreciate transparency—even more than speed—when things don’t go perfectly.
Differentiating Urgent vs. Non-Urgent Repairs
Not every maintenance issue needs a 2 a.m. phone call. The key is knowing what’s truly urgent—and what can wait until morning.
Urgent repairs are anything that seriously impacts safety or comfort. Think: no hot water, a leaking pipe, a power outage, or a broken front door lock. These need immediate attention, no matter the time of day.
Non-urgent repairs, on the other hand, are more of an inconvenience than an emergency. Scuffed walls, a slow-draining sink, or a loose cabinet handle can usually wait until your regular maintenance window.
To prioritize, ask yourself: Is this affecting the guest’s comfort or safety? If the answer is yes, act fast. If it’s a minor annoyance, give the guest a heads-up and schedule the fix for a reasonable time. Communicating clearly goes a long way either way.
Building a Reliable Maintenance Network
When something goes wrong mid-stay, the last thing you want is to scramble for help. That’s why having a go-to list of trusted local pros—plumbers, electricians, HVAC techs—is a game-changer. These are the people who’ll save the day when your guest texts about a leaking pipe at 8 a.m.
But don’t stop there. You’ll also want emergency contacts for those after-hours surprises. A 24/7 locksmith or all-hours electrician can be a lifesaver when a problem pops up in the middle of the night.
Even better? Build real relationships with these vendors. When they know you, your property, and how seriously you take guest comfort, you’re more likely to get priority service—and maybe even a better rate. Reliable help on speed dial keeps your Airbnb running smoothly and your guests smiling.
Utilizing Technology for Maintenance Management
Technology can be a game-changer when it comes to staying ahead of maintenance issues. Smart home devices like thermostats, water leak detectors, and door sensors let you keep an eye on your property without being physically there. If something goes wrong—like a water leak under the sink—you’ll get notified instantly, giving you a head start on fixing it before it becomes a bigger problem.
Property management software is another handy tool. It helps you set up recurring maintenance tasks, track repair history, and even coordinate with vendors—all in one place. No more digging through old texts or emails.
And don’t forget automated messaging. Some platforms can send updates to your guests about scheduled maintenance or repair timelines, so they’re never left wondering what’s going on. A little automation goes a long way in keeping things smooth and professional.
Post-Issue Follow-Up
Once the maintenance issue is resolved, don’t just move on—check in with your guest. A simple message like “Thanks for your patience—how’s everything now?” shows you care and gives them a chance to share honest feedback. It’s a small gesture that goes a long way.
If the issue ends up in a public review, don’t panic. Respond professionally and focus on what you did to make it right. Something like “We’re sorry the Wi-Fi gave you trouble—we’ve since upgraded our router and added a backup hotspot”shows accountability and improvement.
Finally, take notes. If a leaky sink pops up every other month, it’s time for a long-term fix. Keeping track of repeat issues helps you stay ahead of problems and deliver a smoother experience for future guests.
Wrapping Up
Staying on top of mid-stay maintenance issues isn’t just about fixing things—it’s about preserving your reputation and keeping guests happy. From doing thorough checkups before check-in to responding quickly when things go wrong, being prepared makes all the difference. And the more proactive you are, the fewer surprises you (and your guests) will have to deal with.
If managing it all yourself feels overwhelming, RedAwning’s full-service property management can help. They handle everything from guest communication to maintenance coordination, so you can stress less and earn more. Ready to level up your hosting game? Check out RedAwning’s Property Management Services and see how easy it can be to deliver five-star stays—every time.
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