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    How to handle a bad review on Airbnb

    Thoughtfully addressing a negative review shows other guests you care.
    By Airbnb on May 4, 2021
    3 min read
    Updated Aug 18, 2022

    Highlights

    • Responding to specific details in reviews shows other guests you’re open to feedback

    • Communicating with guests regularly can help avoid bad reviews

      • Practicing inclusive hosting is a critical part of being a successful Host

      A bad review can really sting. But even the most hospitable Host with the most stunning property might get some negative guest feedback from time to time.

      You always have the option to reply to reviews publicly on your listing. If you respond constructively, you can show that you take your guests’ feedback and satisfaction seriously.

      Responding to negative reviews

      Writing a graceful public reply to negative reviews can show that you care about feedback from guests, and gives you the chance to publicly share how you’re making improvements. Guests tell us that noticing a Host engage and respond to feedback makes them feel more confident booking, because they know the Host is receptive to suggestions.

      That said, it’s not necessary to respond to all bad reviews. If the review is irrelevant in some way, there’s no need to write a public answer.

      But if you get a bad review and update your space or fix a problem afterward, a quick, friendly response will let other guests know you’re aware of the issue—and that it’s fixed.

      You can respond to a review within 30 days after the review was submitted. Here are a few tips for crafting a great response:

      • Start your response by acknowledging the feedback and thanking your guest for it—even if you don’t agree with it. This could be as simple as saying, “Thanks so much for your review, Mary! We really appreciate that you took the time to reflect on your trip.”
      • Try providing additional context, or sharing your perspective. You could say something like, “That’s awful that the air conditioner was making a weird noise. We’ve repaired it. If you ever come stay with us again, please let us know as soon as anything goes awry!”
      • If the review is tough, but fair, share the steps you’ve taken to update or improve your space. You might say, “We’re sorry you didn’t find the beds comfortable! Your sleep is important to us, so we’ve added some comfy mattress toppers after your review.”
      Reviews are only removed if they violate our Review Policy. You can report a review that you believe goes against our policy.
      This GIF demonstrates the process of tapping “reply” to respond to a review on the Airbnb app.
      Try not to get hurt by a bad review. Spiraling off in return might actually put more people off than the review itself.
      Host Laura,
      Sea Palling, England

      Responding to positive reviews

      Replying publicly to good reviews also goes a long way in showing that you’re a responsive Host.

      If you only respond to negative reviews, you’ll be calling special attention to them. Instead, you might reply to any good reviews that you connect with as well. Even just saying, “Thank you for staying at my place!” can be sufficient.

      “As a guest, I don’t expect any Host to have 100% flawless reviews, but I’m much more impressed by those who take critical feedback seriously and demonstrate a will to improve,” says Andrew, a Superhost in Berlin.

      Helping to avoid negative reviews

      Sometimes a bad review is simply the result of different expectations. Every time you welcome a guest from a new place, it’s a chance to learn about more ways to show hospitality and practice inclusive hosting.

      Though you can’t guarantee that you’ll never get a bad review, there are steps you can take to improve your hosting routine.

      • Take accurate photos of your space, including its quirks.
      • Write an honest listing description and house rules to set expectations.
      • Adjust your listing description to address any issues in bad reviews, especially things beyond your control, like if you live on a noisy street.
      • Use feedback to improve your listing, like adding extra towels if a guest said there weren’t enough.
      • Check in with guests via the Airbnb app throughout their stay so you can address any concerns as they arise.

      “I would be lying if I said that a bad review doesn’t sting, but keep things in perspective—especially if you’re a new Host. Your first guests will be the most trying. And you can learn from them,” says Laura, a Superhost in Frederick, Maryland.

      Information contained in this article may have changed since publication.

      Highlights

      • Responding to specific details in reviews shows other guests you’re open to feedback

      • Communicating with guests regularly can help avoid bad reviews

        • Practicing inclusive hosting is a critical part of being a successful Host

        Airbnb
        May 4, 2021
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