A Kenyan BnB Host’s Practical Guide
Handling difficult guests and resolving disputes in Kenya’s growing short-stay and BnB market poses both opportunities and responsibilities. While most guests are respectful and appreciative, disputes are inevitable. Noise complaints, unpaid extras, damaged property, overstays, or refund disagreements are common issues that Kenyan hosts face.
Conflicts can be resolved quickly and professionally without threats, police calls, or bad reviews—if handled correctly.
1. Clear House Rules Are Your First Line of Defense
In Kenya, many disputes arise because expectations were often assumed, rather than stated.
Your listing and booking confirmation should clearly state:
- Check-in and check-out times
- Visitor and overnight guest limits
- Noise restrictions (especially in apartments and estates)
- Smoking and shisha rules
- Responsibility for damages
- Power, water, and internet usage guidelines
Kenyan reality:
Neighbour complaints are taken seriously by landlords, estate managers, and local authorities. Clear rules protect you when complaints arise.
Best practice:
Ask guests to acknowledge your house rules in writing via the platform chat. Be as friendly as possible to make your guests feel that these guidelines are in their best interests.
2. Communicate Early, Calmly, and in Writing
When an issue arises, never ignore it and never confront emotionally.
Effective Kenyan Host Communication:
- Be polite but firm
- Use written messages via the platform (not WhatsApp alone)
- State facts, not accusations
- Avoid slang, sarcasm, or threats.
Example:
“Hi, we’ve received a noise complaint from the building management. Kindly lower the volume immediately to avoid escalation. Thank you.”
Written communication becomes evidence if mediation or platform intervention is required.
3. Understand Refunds and Cancellations in Kenya
Refund disputes are common and emotionally charged.
Legally and Practically:
- Refund terms must be stated before booking.
- Kenyan consumer law emphasizes fair dealing, not automatic refunds.
- If the service was provided as described, a full refund is not guaranteed.
Common Kenyan disputes include:
- Power or water interruptions
- Weather issues (especially coastal areas)
- Guest dissatisfaction that’s not linked to misrepresentation.
Mediator’s advice:
Offer partial refunds or future discounts when appropriate—it often resolves disputes faster than outright refusal.
4. When Guests Become Aggressive or Uncooperative
Unfortunately, some disputes escalate into verbal aggression or intimidation.
What Kenyan Hosts Should Do:
- Do not argue physically or emotionally.
- Avoid police threats unless safety is at risk.
- Document everything (photos, messages, timestamps)
- Use the platform’s dispute process immediately.
Important:
Police involvement should be a last resort, reserved for safety or criminal behavior—not booking disagreements.
5. Mediation Works Better Than Confrontation
According to research, over 80% of BnB disputes can be resolved through structured conversation.
Mediation Principles Kenyan Hosts Should Use:
- Let the guest feel heard.
- Acknowledge inconvenience without admitting fault.
- Propose solutions, not ultimatums.
- Keep emotions out of the discussion.
Example:
“I understand this was frustrating. Let’s agree on a fair solution so we can both move forward.”
Mediation protects:
- Your reviews
- Your time
- Your mental well-being
6. Handling Property Damage Disputes
Damage claims must be handled carefully to avoid accusations of exploitation.
Best Practices:
- Take photos before and after each stay.
- Report damage immediately
- Share clear evidence with the guest.
- Charge only reasonable repair costs
Kenyan context:
Exaggerated claims often backfire and can lead to platform penalties.
7. Involving ZuruBnB the Right Way
Platforms exist to protect both hosts and guests—use them properly.
- Report disputes early through [email protected]
- Share complete documentation
- Follow platform dispute timelines.
- Avoid side agreements outside the platform.
This ensures neutrality and fairness in resolutions.
8. Legal Awareness for Kenyan Hosts
Kenya’s short-stay sector is evolving. While regulations vary by county, hosts should:
- Comply with zoning and estate rules.
- Maintain safety standards
- Avoid discriminatory practices
- Keep basic guest records.
Disputes often become legal issues only when hosts ignore the process.
9. Final Thoughts: Professional Hosting Wins
Difficult guests are part of the business—not a personal attack.
Hosts who:
- Set clear rules
- Communicate professionally
- Document consistently
- Choose mediation over confrontation.
…rarely suffer serious losses or reputational damage.
At ZuruBnB, we encourage hosts to operate professionally, legally, and humanely, because sustainable hosting depends on trust and fairness.Sign up to enjoy more tips.
