How to Avoid Emotional Guest Relations in the Hospitality Industry

"I know how tempting it can be to go ahead and want to pursue those claims," Airbnb host says. "But when it comes to one broken wine glass, one stained towel, you have to let those things go" If a guest brings in an unapproved pet or doesn't wash their mini bar glasses before they check out, don't get too emotional about the situation, she adds.