When things go wrong, panic costs money.
Refunds get issued too quickly. Guests get upset. Reviews drop.
This playbook stops that cycle — giving you calm, proven responses for every situation, so you can act with professionalism, not panic.

Inside, you’ll find everything you need to handle the unexpected — from refund requests to guest emergencies — written by an active Airbnb manager who’s dealt with it all.

1. Refund Requests

How to stay calm, respond professionally, and protect your payout.
✅ Message templates
✅ Documentation checklist
✅ Airbnb Resolution Center guidance

2. Bad Guests & Rule Breakers

When guests smoke, bring extra people, or ignore quiet hours — use these proven messages to reset boundaries fast.
✅ Communication templates
✅ Escalation steps
✅ When to contact Airbnb support

3. Guests Breaking or Damaging Items

Exactly what to say and how to claim through Airbnb’s Resolution Center — without conflict.
✅ Neutral messaging
✅ Photo documentation
✅ 14-day claim timeline

4. Serious Maintenance Issues

Leaks, power cuts, A/C breakdowns — handle them quickly and calmly.
✅ Message templates
✅ Coordination checklist
✅ Maintenance contact sheet guide

5. Quick-Access Maintenance Tips

The host’s mini survival kit: who to call, what to keep on hand, and how to act fast.
✅ Contractor contact list template
✅ “Emergency kit” checklist
✅ Building manager access tips

6. Guest Safety & Emergencies

When safety issues arise — injury, fire, theft — respond with empathy and structure.
✅ Step-by-step actions
✅ Template messages
✅ Legal and liability reminders

7. Protecting Your Business

Stay legally and financially safe during incidents.
✅ Security deposit setup
✅ No-refund policy wording
✅ Documentation checklist

8. Quick Template Library

Short messages for late checkouts, noise complaints, lost keys, or extra guest requests.
✅ Ready-to-copy snippets
✅ Professional tone for every situation

9. Stay Calm, Stay Professional

End-of-playbook mindset guide — how to respond under pressure, build trust, and turn chaos into control.
✅ Confidence checklist
✅ Reflection prompts
✅ Host reassurance