What AirBnB Guests in Calgary Complain About Most (and How to Fix It)

What AirBnB Guests in Calgary Complain About Most (and How to Fix It)

Understanding the most common cleanliness complaints in Calgary AirBnBs allows you to address them proactively. Most cleanliness reviews below 5 stars are caused by a small number of specific, preventable issues.

Complaint 1: Cloudy Shower Glass or Scale on Faucets

**Why it happens in Calgary**: Hard water deposits rebuild on shower glass within days of cleaning. Guests who arrive a day or two after a thorough clean still see clouding if the previous clean did not use commercial descaling agents.

**The fix**: - Professional turnover must include commercial descaling of shower glass at every turnover (not just periodic deep cleans) - Install a shower squeegee prominently — guests who squeegee after each use give you a natural extension of clean time - Add a line to your house manual about Calgary hard water — it preempts the complaint by setting context

Complaint 2: Hair in the Bathroom

**Why it happens**: Human hair is the most consistently noticed item by guests checking in. It is on bathroom floors, stuck to shower walls, and occasionally on bathroom counters.

**The fix**: - The final check of every turnover should include a deliberate look at the shower floor, bathroom floor, sink drain, and toilet area - A rubber-tip brush attachment on the vacuum is more effective at picking up wet or stuck hair than standard vacuum heads - Post-cleaning quality check: run a hand along the shower floor and wall before calling the bathroom complete

Complaint 3: Toilet Issues

**Why it happens**: Toilet interiors that are not scrubbed under the rim develop visible staining over time. Toilet bases and the area behind the toilet are commonly missed.

**The fix**: - Toilet scrubbing with focus under the rim on every turnover - The toilet exterior including the base and the floor immediately around the base should be wiped every turnover - Toilet replacement every 7–10 years regardless of condition — old porcelain stains permanently

Complaint 4: Odour

**Why it happens**: Stale closed-air smell in winter, cooking smells not cleared between guests, and pet odour if the property has ever been pet-friendly.

**The fix for stale air**: Air the property for a minimum of 20 minutes during the turnover window — even in Calgary winter, a window open 15 minutes changes the air quality significantly.

**The fix for persistent odour**: Enzyme-based odour eliminators (not air fresheners, which mask odour) in carpets, upholstery, and fabric. Professional ozone treatment for severe cases.

**The fix for cooking smells**: Range hood running during the turnover, wipe all kitchen surfaces including walls near the stove.

Complaint 5: Dusty Surfaces on Nightstands and Dressers

**Why it happens**: Quick turnovers focus on the high-visibility items (bathroom, bed, kitchen) and sometimes rush through the dust wipe-down of bedroom furniture.

**The fix**: - Bedroom surface dusting is a non-negotiable checklist item, not an optional extra - Nightstands are the first surface guests put their phone, water glass, and personal items on. If it is dusty, they notice immediately.

How to Handle a Negative Review

When you receive a cleanliness complaint:

1. Do not respond while upset — wait 24 hours 2. Review your turnover checklist to understand if the complaint is valid 3. Respond publicly with: acknowledgment, apology, and what you have done to fix it 4. If you use professional cleaning: communicate directly with your cleaning team about the specific complaint and update the turnover checklist if needed

A professional, non-defensive response to a negative review often improves future guest trust more than a perfect review history with no response to complaints. Future guests see that you take accountability seriously.