As a short-term rental host, you’ve probably faced this scenario: a booking request comes in from a guest with a rating that makes you pause. It could be a 2.8 or 3.2 stars, with reviews mentioning cleanliness issues or late checkouts. Your gut tells you to decline, but you’re not sure how to approach it.
The truth is that guest ratings below 4.0 are often a reliable predictor of potential problems. When multiple hosts have given someone poor reviews, there’s usually a pattern of behavior that you don’t want affecting your property or future bookings. But knowing how to approach these situations in the proper manner isn’t always so easy. So let’s take a look at some strategies that you can use to protect your business while still displaying professional courtesy.
Three professional ways to decline
The direct approach
Many experienced hosts believe in straightforwardness for rating-based decisions. A simple message like “Hi there, thanks for the inquiry. Unfortunately, I only host guests with a 4.5-star rating or better. Thanks for understanding.” – gets the point across clearly. And in most cases, that should be enough. This approach has benefits beyond just declining the current request. It helps guests understand that there is validity in connection to their booking rejections and that their prior actions have consequences.
Some hosts go even further with specificity: “We’re not comfortable hosting guests with ratings below 4.0, especially given the feedback about cleanliness and checkout times.” This direct feedback can actually help guests improve their behavior for future bookings.
The simple decline
If you prefer to avoid potential confrontation, most platforms allow you to decline without sending a message. Simply click decline and select the most appropriate reason from the dropdown menu. You’re under no obligation to explain your decision, and that’s perfectly fine.
This method works particularly well when you want to keep things brief and professional without delving into your decision-making process.
The diplomatic response
For hosts who prefer a softer approach, responses like “I’m sorry, but I can’t accommodate your booking at this time” or “Unfortunately, the property isn’t available” work effectively. This keeps things polite while still protecting your interests. To justify unavailability, some hosts mention that the property is listed on multiple platforms.
All these approaches are perfectly fine to use; choose the one that suits your situation the best and that you feel comfortable delivering.
Preventing workarounds
Smart guests with poor ratings sometimes try to circumvent rejections by having friends with better ratings make the booking. Here’s how to spot them and protect yourself from these situations.
Block dates temporarily
After declining a problematic guest, block those specific dates for 24-48 hours. This prevents immediate rebooking attempts and gives you time to carefully evaluate any new requests.
Require guest verification
Always ask for the full names of everyone who will be staying at your property before approving any reservation. A simple message, such as “Please provide the first and last names of all guests who will occupy the property before I can approve the reservation,” can deter problematic bookings entirely.
Make it clear in your listing that you require ID verification and that the person who booked must be present during the stay. Most legitimate guests have no problem with this requirement, while those planning to circumvent the system often disappear.
Watch for suspicious patterns
Be alert for booking requests that seem too similar to previous declined requests, as previously mentioned; exact dates, similar messages, or profiles that seem newly created. Trust your instincts if something feels off.
Red flags that justify declining
Not all low ratings are created equal. Here are specific warning signs that warrant immediate decline:
Cleanliness concerns: Reviews mentioning that guests left the property messy, damaged items, or failed to follow basic cleanliness guidelines indicate someone who doesn’t respect your space.
Checkout violations: Multiple mentions of late checkouts or refusing to leave on time suggest a guest who doesn’t respect boundaries or rules.
Suspicious commercial use: If reviews indicate unauthorized parties, excessive visitors, or potential business use of residential properties, decline without hesitation.
Communication red flags: Vague requests, unwillingness to provide guest details, or evasive responses about the purpose of their stay often signal problems ahead.
Remember, a guest with multiple reviews averaging 3.0 stars represents a pattern of significant issues. This isn’t about one picky host – it’s about consistent problems across multiple stays.
Quick tips for better guest screening
Set expectations upfront: Include your minimum rating requirements directly in your listing description. This saves everyone time by filtering out inappropriate requests before they’re submitted.
Use platform tools: Enable instant book filters that automatically screen for rating requirements, verified profiles, and other criteria important to you.
Trust your business judgment: Your property is your business asset. You wouldn’t rent to problematic tenants in traditional real estate, and the same principle applies to short-term rentals.
Review guest profiles thoroughly: Look beyond just the star rating. Read actual review content, check how long they’ve been on the platform, and verify that their profile information seems legitimate.
Response timing doesn’t obligate acceptance: Just because someone requests quickly doesn’t mean you need to accept quickly. Take time to evaluate each request properly.
Guesty Screen & Protect
Guesty Screen & Protect is an optional service that helps property owners and managers vet potential guests before check-in. Using industry-standard screening techniques, Guesty identifies and recommends guests who are unlikely to cause property damage.
This isn’t an insurance product. It’s a screening service backed by a warranty. If a guest who passes the screening causes damage, Guesty takes financial responsibility and covers certain damages under the warranty terms.
Guesty Screen & Protect is available to both property managers and independent property owners actively using the Guesty platform. When you rely on this warranty to accept guests, Guesty stands behind it. If the screening fails, they’ll compensate for the loss.
Our add-on gives you added confidence when accepting bookings, providing an extra layer of protection against problematic guests. By screening guests upfront, you can reduce the risk of property damage and financial loss. The specific terms, conditions, and coverage limits are outlined here.
Your property, your choice
At the end of the day, declining low-rated guests is an occasional, yet necessary, part of running a sustainable business. Every problematic guest creates potential for property damage, poor reviews for your listing, and stress that makes hosting less enjoyable.
Professional hosts understand that maintaining high standards for guest selection leads to better experiences for everyone. Your future guests will appreciate staying in a well-maintained property with clear expectations, and you’ll enjoy hosting people who respect your space and adhere to your rules.
Don’t feel guilty about protecting your investment. The rating system exists specifically to help hosts make informed decisions, and using it effectively is simply good business practice.
