When managing a short term rental and chasing the 5 star review there can be a wave of emotions tied to a guest complaint. It is important to remember that just because a guest complains about something, that doesn't mean you're doomed to get a bad review. Think of the complaint as an opportunity to go the extra mile and show the guest you're ready to make their stay as best as it can be.  On this week's episode April and Nathan talk about how they have dealt with some of their guest complaints in the past.