Follow Along

Stacey St. John

How to Get More 5-Star Reviews

In the world of short-term rentals, getting consistent 5-star reviews can make all the difference in attracting new guests and ensuring repeat stays. Reviews are not just feedback; they shape the reputation of your business. To help you elevate your guest experience and secure more of those all-important 5-star reviews, here are some proven strategies.

1. Track Your Reviews

There’s an old adage that says, “What gets measured gets improved.” Tracking every review allows you to identify trends and areas for improvement before they become recurring issues. Using a tool like Reva can help you efficiently manage and analyze your reviews, providing valuable insights into your guests’ experiences.

Example: I managed a property that consistently received complaints about “squeaky” mattresses. By tracking the reviews, I noticed the trend and shared the feedback with the property owner, who promptly replaced the problematic mattress. The result? No more complaints—just happier guests.

2. Improve Your Response Times

How quickly you respond to guests plays a significant role in their overall experience. For those managing properties independently, this can be challenging, especially during off-hours. A great solution is to outsource guest communications to a service like Breezeway. Their support team can act as your virtual “call centre,” answering questions and resolving issues for a minimal fee. For a detailed guide on handling negative reviews effectively and turning them into booking opportunities, check out our section on How to Turn a Bad Airbnb Review into More Booking Opportunities.

In my property management business, I built a concierge team that operates 24/7 to respond to guests within two minutes. If you don’t have that luxury, even setting expectations with your guests can go a long way. If you have team members, share expectations on response times. If you co-host or manage properties for others, consider creating a service level agreement (SLA) so they know how quickly you’ll be responding to guests.

3. Hire a Quality Control Inspector

One of the most underrated roles in short-term rental management is that of a quality control inspector. After cleaners finish their job, inspectors can ensure everything is spotless, staged properly, and consistent with the listing photos. This step is crucial for maintaining the “wow” factor of your property.

My quality control team inspects properties post-cleaning to catch any overlooked details. They also report on maintenance needs and document feedback for cleaning teams—ensuring a consistently high standard across all properties.

4. Align Your Property With Your Target Audience

Aligning your property with the right target audience is key to receiving consistent 5-star reviews. Every aspect of your property, from its decor to the surrounding amenities, should cater to the preferences of your intended guests.

For example, when I purchased my first condos in Myrtle Beach, I renovated them to create a modern, budget-friendly retreat for couples. While the interiors were beautiful, the rest of the building didn’t provide the same level of quality, leading to mixed reviews. Guests loved the interior, but issues with shared spaces impacted their overall experience. This experience taught me the importance of aligning not just the property, but the entire guest experience—including external factors—with your target audience.

If you’ve received a bad review and are unsure how to handle it, check out our blog on How Do I Handle a Bad Airbnb Review? for helpful tips and strategies.

Actionable Tips to Improve Reviews

  • Be Proactive: If you identify common themes in your reviews, take action immediately. It’s all about being proactive rather than reactive.
  • Personal Touch: Send personalized messages before, during, and after the stay to make guests feel cared for.
  • Follow Up: After checkout, follow up with a quick message thanking them for their stay and kindly asking if they would leave a review.

Ready to boost your reviews and improve your guest experience? Start by tracking your reviews today—use Reva to streamline the process and keep all your guest feedback in one place.

 

>