How Do I Handle a Bad Airbnb Review?

Running a short-term rental (STR) or Airbnb business means you’ll eventually face a bad guest review—it’s inevitable. Even if you strive to provide a 5-star experience, sometimes things don’t go as planned. But here’s the good news: a negative review can be a golden opportunity to show future guests that you care and are committed to improvement – and, believe it or not, the right response can even help attract more bookings!

Why Reviews Matter (and How to Respond)

Did you know that 95% of travelers check reviews before booking? Whether you’re getting reviews on Airbnb, Vrbo, Google, or your direct booking site, the way you respond plays a huge role in building trust with future guests. So when a bad review comes in, stay calm and follow this proven five-step approach to handle it like a pro.

A 5-Part Strategy to Responding to Negative Reviews

When you receive a bad review, it can be tempting to get defensive. However, responding with a clear, calm, and thoughtful strategy will set you apart as a professional host. Here’s my 5-step formula for crafting the perfect response:

1. Don’t Take it Personally

Let’s face it—receiving critical feedback can sting. But the key to responding effectively is to detach your emotions from the situation. 

The guest’s review is not a reflection of you as a person, but rather their experience. Take a deep breath, remain calm, and get ready to address the issue professionally.

2. Thank Them for Their Feedback

Start by showing appreciation for their time. Something simple like, “Thank you for sharing your thoughts about your stay” acknowledges the guest’s effort and opens the conversation on a positive note. This also signals to future guests that you are open to feedback and committed to improving.

3. Apologize 

Even if the issue was beyond your control, it’s important to acknowledge that your guest’s expectations weren’t met. A simple, genuine response like, ‘I’m sorry to hear your stay didn’t meet expectations‘ goes a long way in showing empathy. But steer clear of generic, canned phrases like ‘We always strive to make sure our guests are happy.‘ Guests can spot those from a mile away! Instead, keep it real and personal—this is your moment to show you truly care.

4. Provide Context and Offer a Solution

This step is vital for reassuring both the guest and future guests who will read your response. Let’s say a guest left a review complaining about the cleanliness of your property. You could respond by explaining the steps you’ve taken to address the issue: “Since your stay, we’ve implemented a new inspection process to ensure cleanliness is always up to standard.” Always offer additional context to help future guests understand how you’re improving. 

As short-term rental hosts, we’ve all been there—getting a negative review for something totally beyond our control. It’s frustrating, but how you handle it can make all the difference in building trust with future guests. For example, during peak season at a bustling beach resort, I once had a guest leave a 4-star review simply because the parking garage was crowded Clearly, that’s not something I can fix; yet, I took the opportunity to empathize and replied with, “I appreciate your feedback – unfortunately, availability in the parking garage is outside of our control, as you might imagine. If I could reserve you a front row spot, though, I’d do it in a heartbeat!” 

Another common issue is that guests don’t alert us of any issues during their day, but then submit a negative review. It’s important to highlight your commitment to excellence for future potential guests by saying something like, “As you know, we pride ourselves on providing a 5-star stay for every guest. We sure wish we would’ve known you had an issue — we would’ve taken care of it immediately! If you ever stay with us again, please don’t hesitate to let us know if you experience any problems… We want to make sure everything is perfect for you!”

5. End on a Positive Note

Always end your response on a high note. Thank the guest again and express your commitment to providing excellent service. 

If you’d love to host the guest again, you can close your response with something like, “We hope to welcome you back in the future!” But let’s be honest—not every guest is someone you want returning. In that case, a gracious, professional sign-off like, “Thank you again for staying with us — wishing you all the best!” keeps things classy while leaving the door politely closed

Actionable Tips for Your Review Response

Here are a few tips to help you ace your review responses:

• Be Timely: Aim to respond to reviews within 24-48 hours. Promptness shows that you care about guest feedback and are active in managing your property.
• Stay Positive and Professional: Even if the review was harsh, your response should always remain professional and constructive. A positive tone helps neutralize any negative perception of the review.
• Highlight Fixes: If you’ve already addressed the issue, mention it! For instance, if the guest reported a broken appliance, you could say, “We’ve since replaced the refrigerator to ensure future guests won’t experience this issue.”
  
• Encourage Guests to Reach Out During Their Stay: Often, guests don’t give you a chance to fix issues while they’re there. Encourage future guests to contact you in real time, so you can make their stay better while it’s happening.

Wrapping Up: Turn Bad Reviews Into Wins

Bad reviews on Airbnb, Vrbo, or Google aren’t the end of the world. In fact, they’re opportunities to show future guests how you handle challenges with professionalism and care. Following the five-step process above can help you not only resolve the issue with the guest but also instill trust in potential guests reading your reviews.

Responding with humility, offering solutions, and showcasing your commitment to providing a five-star experience will go a long way in protecting your reputation and booking future stays.

Get Your FREE Guide!

If you’re like me, you know the power of having the right tools to make your short-term rental business thrive. That’s why I created this easy-to-use Negative Review Response Guide, packed with examples of thoughtful replies that build trust with future guests and lead to more bookings! Click here to grab your copy now!

By being proactive, staying professional, and using every review as an opportunity for improvement, you can elevate your short-term rental game and continue to build trust with every guest.