As an Airbnb host, we all know that despite our best efforts to make our property and services top-notch, we may occasionally encounter some particularly picky guests. They seem to prefer pointing out problems rather than giving positive reviews. This can be frustrating, but don’t worry, it doesn’t mean you have failed! In fact, negative reviews can be your secret weapon for your business.
Many new guests often check reviews before booking and use them as a basis for their decision. Therefore, it is important to learn how to handle feedback and even turn it into something positive. Let’s talk about some tips for dealing with bad reviews on Airbnb and elevate your rental experience!
P.S. Although this article discusses bad reviews on Airbnb, the same principles apply if you have listings on multiple OTA platforms.
How Does Airbnb Review Work?
Reviews play a key role in influencing your overall rating and search ranking. Listings with higher ratings are more likely to be recommended to potential guests. So, it’s essential to maintain positive reviews.
After their stay, guests receive a message from Airbnb prompting them to rate their experience. They can give star ratings for overall satisfaction and various categories, including cleanliness, accuracy, location, check-in experience, value for money, and communication. Guests can also leave detailed feedback and suggestions.
Airbnb has a “mutual review” system, meaning reviews are published only after both parties have submitted their feedback. This promotes fairness and encourages honest reviews from both guests and hosts, which is in line with Airbnb’s review policy.
It’s important to note that both guests and hosts must complete their reviews within 14 days after the stay. If a host doesn’t review the guest within this timeframe, the guest’s review will be made public.
Common Reasons for Bad Airbnb Reviews
Bad reviews are inevitable, and each guest has their own reasons for leaving them. However, they generally stem from unmet expectations. Here are some common issues:
- Cleanliness Issues
Even though Airbnb listings are often unique, guests still expect them to be as clean as hotels. If the property isn’t clean—such as having a smelly bathroom, hair in the drain, an unclean kitchen, or stale linens and towels—guests are likely to be disappointed. This is one of the most common reasons for bad reviews. - Inaccurate Descriptions
Airbnb requires hosts to provide accurate descriptions and real photos, but discrepancies can still occur. If a room is smaller than expected, the decor is outdated compared to the pictures, or certain amenities are missing, guests may feel misled and frustrated. - Unsafe or Noisy Neighborhoods
Airbnb guests come from various backgrounds and have different perceptions. If guests feel uncomfortable or unsafe in the neighborhood, or if they find the noise level too high, they will likely mention these issues in their reviews. - Poor Communication
Unlike hotels, most Airbnb listings don’t have a front desk, so timely communication is key to a good experience. This is why Airbnb recognizes hosts who respond promptly to messages. If a host is slow to respond or doesn’t pay enough attention during the stay, guests may feel undervalued, leading to negative reviews. - Bad Check-in Experience
If the self-check-in process is confusing or the host fails to provide clear instructions, guests can feel lost. For instance, unclear lock instructions or lack of parking information can hinder their experience. Imagine starting your trip with confusion—it can easily affect your overall mood and lead to a bad review. - Facility Issues
If amenities like air conditioning, water heaters, plumbing, or internet connections fail, guests will understandably be unhappy. If these issues aren’t resolved promptly, they can result in bad reviews. This highlights the importance of regular checks and maintenance of the property. - Unjustified Cancellations
If a host cancels a booking, Airbnb allows guests to leave reviews, which will be automatically published. If you cancel without reaching an agreement with the guest beforehand, you may face consequences.
How to Avoid Bad Airbnb Reviews?
While bad reviews are sometimes unavoidable, you can take steps to prevent many potential issues.
We previously discussed Tips to Get More Good Reviews on Airbnb. The strategies to avoid bad reviews are quite similar.
- Maintain Cleanliness
Cleanliness is paramount. It’s the top priority for nearly every guest! Make sure to do a thorough cleaning after each guest checks out. Consider providing your cleaning staff with a checklist to ensure no details are missed. - Provide Accurate Descriptions
When listing your property, always use real photos and accurate descriptions. If something changes, update your listing promptly. Ensure that descriptions of space, amenities, and location match reality to prevent guest disappointment. - Be Aware of Community Safety
Familiarize yourself with the neighborhood where your property is located. Inform guests about any unique local customs to make them feel safe. If there are noise issues nearby, let guests know in advance to help set expectations. - Communicate Promptly
During a guest’s stay, prioritize being available. Your presence reassures them, knowing they can reach out for help if needed. Many hosts now use automated response tools to ensure constant communication, even while they sleep. - Optimize the Check-in Experience
A smooth self-check-in process can greatly enhance guest satisfaction. Include all necessary details in your check-in instructions, such as the address, directions, lock codes, parking info, Wi-Fi password, and house rules. Establishing a connection before their arrival helps guests feel respected. - Regularly Check Facilities
While scheduling cleaning tasks, ask your staff to inspect all amenities for proper functioning. More importantly, conduct regular checks on all facilities yourself to address any issues promptly. Trust me, being proactive can prevent bad reviews and save you costs in the long run! - Be Cautious About Cancellations
When a host decides to cancel a booking, it’s often due to double bookings. If you list your property on multiple platforms, please ensure all calendars are synced to avoid conflicts. If you have to cancel, communicate with the guest in advance to minimize misunderstandings and reduce the risk of bad reviews. - Address Complaints Promptly
Most bad reviews can be anticipated before the guest checks out. If a guest expresses dissatisfaction, take immediate action to show you care about their concerns. For example, offering a small compensation or gift—even just $5—can significantly impact how the guest feels.
How to Get a Bad Review Removed from Airbnb?
If you have received negative feedback, it is not set in stone. You have several options to remove a bad review on Airbnb.
1. Ask Airbnb to remove it
As a host, you cannot directly delete a guest’s review. The only way is to initiate a dispute with Airbnb. You can provide evidence that the review contains content that violates Airbnb’s review rules:
- Garbage content that does not reflect the guest/experience
- Illegal or harmful activities promotions
- Behavior such as extortion, blackmail, threats, harassment
- Statements of being incentivized to leave a review
- Containing certain forms of advertising
- Violating your personal privacy or revealing the location of your vacation rental
If you win the dispute, the review will be removed by Airbnb.
However,
If the guest’s review does not contain any of the above violations, Airbnb will usually side with the guests. You are unlikely to get them to remove the review just because you think it’s unfair (even if you are right).
2. Ask guests to delete/change it
The first route that doesn’t work?
There is another way to delete a bad review on Airbnb – that is, by having guests remove or modify it themselves. You should do the following:
- First, carefully read the guest’s feedback and understand their points of dissatisfaction. This will help you be more precise in your communication.
- Contact the guest as soon as possible, preferably shortly after they have left. Express your regret for their poor experience sincerely.
- Acknowledge the problem and apologize to the guest, explaining that you have taken steps to improve.
- At the end of the communication, politely ask the guest to consider modifying or deleting the review: “If you think we have improved our service, would you consider updating your review? It would be very helpful to us.”
- Regardless of the outcome, thank the guest: “Thank you for taking the time to communicate with me. Your feedback is very important to us.”
Remember that maintaining a friendly and sincere attitude is key. Even if the guest chooses not to modify the review, your sincerity and effort will showcase your sense of responsibility and professionalism to future guests.
3. Respond rapidly
If you can’t make them disappear, you can still respond to guest reviews and provide more information or express your viewpoint. While you have 30 days to reply, Airbnb hosts or property managers should respond within a day.
Delayed responses may lead guests to feel undervalued, which can affect their perception of you. Quick replies show potential guests your commitment and care.
To build this habit, treat responding to guest reviews as part of your daily routine. Even a simple “Thank you! Hope to see you soon!” can make a difference. A key standard for becoming a superhost is responding to 90% of guest messages and reviews within 24 hours. One simple way to keep track of reviews is to set up automated reviews.
How to Respond to Bad Airbnb Reviews?
Remember, good communication can turn a negative experience into a chance for improvement! By responding sincerely to bad reviews, you show professionalism and value for your guests. This can leave a positive impression on future guests, turning a bad situation into a good one.
We recommend using the VAST template to effectively respond to guest feedback:
- Validate
First, acknowledge the guest’s feelings and show you understand their dissatisfaction. You might say, “Thank you for sharing your feedback. I’m sorry to hear you were unhappy about the stains in the pool.” - Apologize
Offer a sincere apology and express regret for their poor experience. For example, “I apologize for the cleaning issue you encountered. That is not the standard we aim for.” - Solve
Provide a solution or improvement measure to show your willingness to make things better. You could say, “We have strengthened our cleaning processes to ensure every guest enjoys a better experience in the future.” - Thank
Finally, thank the guest for their feedback, emphasizing that their opinion matters to you. “Thank you very much for raising this issue. Your input is crucial for us to improve our service.”
What to Do If Guests Refuse to Remove Bad Reviews?
Even after kindly asking guests to consider removing or adjusting their negative reviews, they may still choose not to. No matter their response, it’s important to stay composed and professional. Avoid getting into arguments or expressing frustration in order to prevent any further harm to your reputation.
- Understand that every guest has the right to express their feelings, and respect their choice.
- Reiterate your apology for their poor experience.
- Emphasize the changes you have made, showcasing your commitment to improving service.
- Invite the guest to stay again, offering discounts or additional services to show your sincerity.
- Reply under the bad review to demonstrate your attention to feedback for future guests.
Bad reviews on Airbnb are not the end of the world. If you understand their meaning and take appropriate action, you can actually learn from them. This can help improve and grow your vacation rental business, eventually overshadowing those negative reviews with lots of five-star ratings.
If you’re considering becoming a professional Airbnb host, consider using property management software like Hostex. It’s designed to help you stay organized and efficient by keeping all your calendars, bookings, messages, reviews, and guest info in one place, which can ultimately result in fewer negative Airbnb reviews.
