Tricky situations
Noise complaint
As soon as you get the complaint, without waiting until the next day.
Fields in curly braces, like {name} or {arrival}, are filled in automatically by Guest in touch with the booking details. Fields in square brackets, like [Wi-Fi password], you write once yourself.
Friendly
Hi {name}, sorry to bother you at this hour. We've had a report of some noise coming from {property}: the building has quiet hours from [time]. Could you please turn the volume down? Thanks so much for understanding! 🙏
Formal
Dear {name},
we have received a report of noise coming from {property}. As stated in the house rules, quiet hours apply from [time]. We kindly ask you to comply; otherwise, we will be obliged to apply the measures set out in the booking conditions.
Kind regards, {host}
Tips
- Keep the first message friendly: guests often don't realize they're disturbing anyone.
- Refer to the house rules the guest accepted: it's an objective reference.
- If the problem continues, the second message is firmer and mentions the consequences.
With Guest in touch
The whole conversation stays linked to the booking: if needed, you have the full message history to show the booking platform.
More templates
Replying to a negative reviewProfessional, non-confrontational, written for future readers.Learn more →Replying to a maintenance issueReassure, ask for details and give a clear timeframe.Learn more →Cancellation requestExplain the policy and offer an alternative.Learn more →Item left behindLet them know and arrange shipping.Learn more →
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