Airbnb Guest Complaints in Winter: How to Stop Bad Reviews Before They Start

If you host long enough, you eventually get one of those messages.

It usually arrives late at night:
“Hi, just wanted to share a few concerns about the patio…”

Sometimes it’s about a slippery path. Sometimes the fire pit “doesn’t work.” Sometimes the guest expected a cozy winter hangout and instead found a frozen, unusable space that looked nothing like your sunny listing photos.

Winter has a way of exposing every little weakness in your outdoor setup. Cold, darkness, ice, and snow turn small oversights into full-blown Airbnb guest complaints—and once they hit your reviews, they affect every future booking.

The good news? Most winter complaints about outdoor areas are completely preventable. With a bit of design thinking, clear communication, and simple systems, your patio or deck can shift from “source of problems” to “reason guests book you in the first place.”

This guide walks through:

• Why winter complaints sting more
  
• The outdoor issues guests most often complain about
  
• Practical ways to winter-proof your space
  
• How to build simple routines so the same problems don’t repeat
  

Think of this as your winter outdoor complaint shield.

Why Winter Complaints Hit Harder

When guests travel in winter, they’re often already stressed: flights are delayed, roads are icy, days are shorter, and everyone is lugging extra coats and boots. They’re not just looking for a place to sleep; they’re craving warmth, comfort, and some sense of “ahh, we made it.”

So when they arrive and find:

• An icy, dark walkway
  
• A patio that looks abandoned compared to your listing photos
  
• A fire pit that refuses to light
  
• A grill buried under snow
  

…all of that pre-trip tension gets poured into their experience of your space. Even if everything inside the house is perfect, the outdoor issues can sour the mood and show up under “Accuracy,” “Cleanliness,” or “Amenities” in their review.

You can’t control the weather. But you can control how prepared your outdoor space is to handle winter—and how well your listing and communication set expectations.

Problem 1: “The Patio Was Too Cold to Use — Photos Were Misleading”

This is one of the most common winter Airbnb guest complaints. Guests book based on your photos. If your gallery shows sunny, lush patio scenes with people lounging for hours, guests will assume they can re-create that vibe… even in January.

If they arrive to find a sad, cold slab of concrete with chairs stacked in the corner and no heat source, they’ll feel like they were sold a fantasy.

How to Reset Expectations and Still Impress

Start by taking a fresh look at your listing through winter eyes. Ask yourself:

• Do my photos show summer-only experiences?
  
• Is there at least one image of the outdoor space in a winter or cold-weather setting?
  
• Does the setup make it clear the space is usable in winter—or clearly just for visual enjoyment?
  

A few simple changes go a long way:

1. Add winter photos.
    Snap the patio with light snow, the fire pit lit, and blankets or lanterns in place. You’re telling guests, “Yes, this space still works when it’s cold—and we’ve thought about it.”
   

2. Introduce real heat, not just “the idea” of cozy.
    Consider a propane fire table, a gas fire pit, a patio heater, or even an infrared heater under a covered area. If you don’t have outdoor heat, adjust your description so guests expect “beautiful winter views” rather than long evenings outside.
   

3. Use visual comfort cues.
   Thick cushions, outdoor-safe blankets, warm-toned pillows, and a rug instantly make the patio feel less like a cold stone corner and more like a winter lounge. Guests are much more likely to use a space that looks warm and inviting.
   

Problem 2: “The Patio Felt Unsafe — Slippery, Dark, Hard to Navigate”

Winter and safety go hand in hand. When guests are carrying bags or kids while walking on unfamiliar ground in the dark, even small hazards—an icy step, a missing handrail, a dark corner—can feel serious.

This is where bad reviews sometimes go beyond inconvenience and into “we didn’t feel safe.”

Make Paths and Lighting Non-Negotiable

Look at your entrance and patio routes as if you were a nervous, tired guest arriving at 9 PM in the snow.

• Are the stairs shoveled and salted?
  
• Is there a clear pathway from parking to the door?
  
• Once they reach the patio, can they see where to step?
  

Treat walkways like VIPs:

• Clear snow and ice before every check-in.
  
• Use ice melt or sand on steps and high-traffic areas.
  
• Consider rubber, non-slip mats where it makes sense.
  
  

Then layer in good lighting. Winter days are short; don’t assume guests will arrive in daylight.

• Add a motion-sensor or dusk-to-dawn light near the parking area.
  
• Place a warm light by the main entrance.
  
• Use string lights or lanterns near the seating area so guests feel oriented, not lost in the dark.
  

Finally, add a few visual cues: a “Watch your step” note near a small step, or a subtle arrow or instruction in your guidebook for how to reach the backyard. When guests feel like you’ve thought ahead, they’re much less likely to complain.

Problem 3: “The Fire Pit / Heater Didn’t Work, So We Gave Up”

You may have spent hundreds (or thousands) of dollars on a beautiful fire feature… only to get that dreaded review line:

“We couldn’t get the fire pit to work, which was disappointing.”

From your side, it might have been something tiny: out-of-gas tank, clogged burner, an ignition sequence that isn’t obvious, or a safety sensor that needed resetting. From their side, it feels like they didn’t get what they paid for.

Turn Fire Features Into Winter Superstars

First rule: if you advertise a fire pit or outdoor heater as a highlight of your space, you have to treat it like a top-priority amenity.

Before each check-in:

• Test the fire pit or fire table.
  
• Make sure the propane tank isn’t nearly empty.
  
• Check that lava rocks or media aren’t blocking burners.
  
• Confirm that any electric heaters are working and safely placed.
  

Then, simplify the user experience as much as possible. Most Airbnb guest complaints about fire features come down to unclear instructions.

Create a short, clear how-to card:

• Where the gas/propane is located
  
• Step-by-step instructions to turn it on and off
  
• Simple troubleshooting tips (like trying again if the safety shut-off trips)
  
• A line about safety and curfew (for example: “Please turn off fire pit by 10 PM.”)
  
  

If you’re up for it, a QR code linking to a 30–60 second demo video can save you countless messages.

Problem 4: “The Grill Was Dirty, Buried, or Impossible to Use”

Grills are fantastic in listings and tricky in practice—especially in winter. Guests are excited to cook outside, but you’re dealing with snow, grease, covers that freeze, and tools that mysteriously migrate.

Typical complaints sound like:

• “The grill was filthy when we arrived.”
  
• “We couldn’t find the grill tools.”
  
• “There was no propane.”
  
• “It was covered in snow and clearly not ready to use.”
  
  

Decide If Your Grill Is Truly Year-Round

The first step is honesty with yourself: can you realistically keep the grill accessible and clean in your winter climate?

If you can’t, it may be better to:

• Put the grill away or cover it thoroughly.
  
• Remove it from your winter amenity list.
  
• Note in your description that the grill is available seasonally.
  

If you can keep it available, then treat it like part of your winter hosting tips strategy:

• Keep grill tools in a clearly labeled, weatherproof bin.
  
• Use a quality cover that’s easy to remove and re-secure.
  
• Check and clean the grates regularly.
  
• Keep one full propane tank connected and a spare nearby.
  

Consider adding a short note to your guidebook:

“If propane runs out during your stay, message us. We’ll either bring a replacement or reimburse you for a tank swap at the nearest station.”

That simple promise turns a potential complaint into an easy win.

Problem 5: “The Outdoor Space Looked Dirty or Abandoned”

In winter, there are fewer leaves on the trees and fewer distractions outside—so clutter, dirt, and neglect are more obvious.

Guests might not always message you about it, but they’ll quietly drop your Cleanliness or Accuracy rating if they find:

• Cobwebs hanging from light fixtures
  
• Dead plants in pots
  
• Stained cushions that clearly lived outside all season
  
• Ash, food scraps, or trash around the fire pit
  

Keep It Simple, Clean, and Intentional

You don’t need perfectly staged magazine decor all winter—but you do want your outdoor area to look like it belongs to a cared-for home, not a storage yard.

A few easy wins:

• Remove empty pots and dead plants.
  
• Pack away summer-only clutter (pool toys, fans, random decor).
  
• Choose a handful of winter-friendly pieces—evergreen planters, lanterns, maybe a small wreath or two.
  

Then turn it into a repeatable task list for your cleaner or local contact:

• Sweep or blow off the patio.
  
• Wipe down tabletops and chair arms as needed.
  
• Check for trash and food around fire or grill areas.
  
• Remove cobwebs from walls and lights.
  
• Verify that cushions are dry or stored properly.
  

For cushions, a deck box is your best friend. Keep them clean and dry inside, and leave a simple note telling guests where to find them.

Problem 6: “We Didn’t Know How to Use Anything Outside”

Even when everything works perfectly, guests can get frustrated if they don’t know how to make it work. That frustration can turn into complaints like:

• “Couldn’t figure out the outdoor lights.”
  
• “Tried the heater but gave up.”
  
• “Wasn’t sure if we were allowed to use the fire pit.”
  

Winter adds more complexity—extra switches, more controls, more safety rules.

Make Your Outdoor Space Self-Explanatory

You don’t need a giant manual, but a small “Outdoor Guide” section in your house book or digital guide makes a big difference.

Include:

• How to turn on outdoor and string lights
  
• Operating instructions for the fire pit and/or heater
  
• Where to find blankets and cushions
  
• Any rules around hours, noise, or weather (e.g., “Please don’t use the heater when it’s extremely windy.”)
  

Then reinforce key points in the physical space:

• A little laminated tag on the string light plug:
  “Lights off by 11 PM, please. Thank you!”
  
• A card on the outdoor coffee table:
  “Outdoor blankets are in the basket by the door. Please bring them back inside when you’re done.”
  

These small nudges help guests enjoy what you’ve provided without feeling uncertain or overwhelmed.

Problem 7: “Noise, Neighbors, or Rules Ruined the Vibe”

Even if everything looks beautiful, guests may complain if they feel like they couldn’t fully relax outside—because of strict quiet hours, neighbor issues, or unclear boundaries.

In winter, this can be even more noticeable. Sound travels differently in cold air. Neighbors are indoors more and might be less tolerant of noise. At the same time, your guests may be trying to enjoy a holiday gathering around the fire.

Set Expectations Like a Good Host, Not a Hall Monitor

The goal is to communicate clearly and kindly before there’s a problem.

In your listing and pre-arrival message, try phrasing like:

“We love our outdoor fire pit area! It’s perfect for quiet hangs, stargazing, and conversation. Because this is a peaceful residential neighborhood, we do ask that outdoor noise stay low and that all outdoor gatherings wrap up by 10 PM.”

You’re telling them:
Yes, enjoy this space. No, it’s not a party house.

If you know sound travels, you can also suggest alternatives:

• Late-night bars or breweries
  
• Nearby restaurants with fireplaces or live music
  
• Board games, movies, or cozy indoor activities you provide
  

Framing your rules as part of how you keep the place available for future guests (“We appreciate you helping us stay neighbor-friendly”) tends to go over far better than threat-heavy language.

Build Your “Winter Outdoor Complaint Shield”

Instead of treating every issue as a one-off problem, treat each one as data and build a small system around it.

Here’s a simple winter outdoor checklist you can customize:

Before winter season starts:

• Refresh listing photos to include at least one winter outdoor shot.
  
• Decide which amenities are truly winter-ready and hide the rest.
  
• Add or update instructions for fire pits, heaters, and lights.
  
• Check all exterior lights after dark.
  
• Stock ice melt, extra blankets, and spare propane.
  

Before each check-in:

• Clear snow and ice from all paths, stairs, and the main patio area.
  
• Test fire pit / heater / outdoor lights.
  
• Reset furniture and add blankets or cushions if appropriate.
  
• Make sure the grill is either ready to use or clearly covered and seasonal.
  
• Take a quick photo so you can verify what it looked like before arrival.
  

After any complaint:

• Ask yourself: “Where did this start? Was it unclear expectations, missing instructions, or a missed step in our process?”
  
• Add a new line to your checklist or an extra line in your guidebook.
  
• If it’s a bigger pattern, adjust your listing description or amenity list.
  

Over time, your outdoor space goes from “source of surprises” to “predictable, reliable guest favorite.”

Turning Winter From a Complaint Trap Into a Competitive Edge

When you zoom out, preventing Airbnb guest complaints in winter really comes down to three things:

1. Clarity – Don’t oversell what you can’t realistically deliver in cold weather.
   

2. Comfort – Make your outdoor space look and feel warm, safe, and intentional.
   

3. Communication – Give guests just enough guidance so they can enjoy everything you’ve set up without confusion.
   

Do that, and winter stops being the scary, risky season and turns into your cosiest advantage. Your fire pit becomes a booking magnet. Your patio becomes the star of your gallery photos. And your reviews shift from “it was fine” to “we stayed here in December and still spent every night by the fire—magical.”

And if you’re ready to upgrade your space with winter-friendly fire pits, heaters, or durable outdoor furniture that can handle snow, ice, and repeat guest use, Optimal Outdoor Oasis is here to help you build a setup that looks fantastic in photos and performs beautifully in real life.

Because winter isn’t the enemy of great hosting—it’s just the season where thoughtful outdoor design shines the most.