There’s no other way to tell you this: you will get a negative review. It will be frustrating, unfair, scary, or all of the above. But how you handle it will show just how good you are at this hosting thing.
By the way: there isn’t a single Airbnb host who hasn’t dealt with negative reviews (or problems that could lead to one). In fact, that’s how people become really good at hosting: by learning to handle problems.
Sidenote: a negative review is anything less than 4 or 5 stars.
Ok. Let’s look at ways you can avoid negative reviews (for as long as possible) and how you can handle them when they come in.
Table of contents
- Before the stay: manage expectations
- During the stay: react quickly
- When you get the negative review: handle it like a pro
- The aftermath: Becoming a better host
1. Before the stay: manage expectations
There are many, many ways you can prevent getting a negative review. It all starts way before people unpack their bags in your Airbnb. It’s all about managing expectations from the get-go.
Provide Accurate Descriptions
Your listing is the first impression you’ll make as a host. So it’s crucial that your Airbnb is described in a way that’s both enticing and accurate. If you choose to “forget” some things that maybe aren’t great about your place (like train tracks in the backyard) you’ll most definitely be getting a sour review. Be transparent about the amenities and conditions of your space to avoid disappointed guests. From the cozy nook by the window to the occasional creak of the floorboards, every detail matters.
Honest & Prompt Communication
Communication is the secret sauce of any successful Airbnb. Keep the lines of communication wide open and react promptly to messages. Whether it’s mentioning the quirky layout of your historic home or the occasional noise from the bustling street below, honesty builds trust and sets the stage for a positive guest-host relationship.
Check out your guest
While every guest is unique, taking a moment to review their profile can offer valuable insights. Do they have a history of leaving glowing reviews and engaging in clear communication? Or are there any red flags that give you pause? Trust your instincts and don’t hesitate to decline a booking if something feels off.
Keep it spotless
A clean and well-maintained space is the #1 factor that affects guest experience. Make sure your cleaning strategy is spot on and/or treat your cleaning crew well. There is a ton of cleaning advice out there. Start with a cleaning checklist and a regular deep clean, that’s an easy and solid set-up.
Bonus Points
Wanna take your hospitality game to the next level? Try leaving a handwritten note welcoming guests to your home, a curated list of local recommendations, or a welcome basket filled with snacks and goodies. These little extras don’t take much effort and can go a long way in creating a memorable and enjoyable stay. The little things sometimes leave the biggest impressions.
2. During a stay: react quickly
When your guests are in the house, it’s game time for hosting. Here’s how to keep things running smoothly.
Nip problems in the bud
Once your guests are checked in, you want to make sure you’re still there for them every step of the way. If a guest shoots you a message with a question or concern, you need to be reachable.
It could be as simple as a question about the nearest coffee shop or a request for extra towels. But it could also be the AC that stopped working or a broken item. Being responsive can make all the difference in ensuring an enjoyable stay for your guests.
Try to resolve the issue quickly
Let’s face it—things don’t always go according to plan. From little hiccups (oops, forgot to leave a kitchen towel) to unexpected surprises (a mouse playing hide and seek in the garage), it’s essential you take steps to fix the problem right away during your guest’s stay.
Be available, friendly, and take action. That shows your commitment to providing the best possible experience for your guests. Sidenote: you will face issues at some point. It’s cool. Handle them well and learn valuable tips for the future. That’s how you become a great host fyi.
Offer Some Flexibility
Sometimes, a little flexibility goes a long way. If your guests had a few issues during their stay, you could definitely help right a few wrongs by going the extra mile (after you’ve resolved the issue – see above). What does that mean? It could be a complimentary late check-out that allows them to relax and enjoy their final morning without feeling rushed. Or a bottle of wine from a local winery.
Depending on the issue your guests had, you could also offer a partial refund or give them a discount on future stays. A gesture of goodwill can leave a lasting impression.
3. When you get the negative review: handle it like a pro
Okay. So it finally happened: your first negative review just rolled in. Let’s tackle this like a hosting pro.
Keep your cool
I’ve been there. It sucks. Some of the negative reviews I’ve gotten were uncalled for. Others were fair. But all of them sting. It’s super important that you don’t respond to the review emotionally.
So first things first: take a moment to compose yourself and resist the urge to fire back. Remember, it’s not personal—it’s all part of the gig.
Respond Promptly
Are you cool? Okay. Time to address the issues raised in the review. The goal is to craft a response that’s professional and to the point. Acknowledge the guest’s feedback with a sincere apology and show how you’re addressing the problem. Here’s how to build your response in 4 steps:
- Show sincere gratitude for something positive the guest mentioned or for their constructive feedback.
- If this is an objective problem: apologize for what went wrong (ex: the A/C broke). If this is a subjective problem: apologize for what the guest felt went wrong (ex: the guest felt the place wasn’t clean)
- Reassure potential guests by outlining how you’re addressing the problem to enhance future stays with you
- Wrap it up by highlighting something positive about the guest’s stay at your property.
Private Feedback
Last but not least, use the option to leave private feedback (or message the guest again) to offer to make things right. Show them that you’re willing to listen, learn, and take proactive steps to address their feedback.
This could mean offering them a partial refund or a discount on future stays. This is your last joker that could help motivate the guest to edit their review.
4. The aftermath: Becoming a better host
So, let’s talk about turning those negative reviews into opportunities. Like, becoming a better host.
Learn from Feedback
Use negative reviews as learning opportunities. Try to ignore your ego for a minute and take a hard look at the review and your Airbnb. Is there something you can improve?
Maybe there’s a particular area where you could step up your game – upgrading your Wi-Fi connection or investing in comfier mattresses. Every bit of feedback is a chance to level up your hosting skills.
Implement Changes
Take actionable steps to address the issues raised in those negative reviews and make meaningful improvements to enhance the guest experience. Whether it’s revamping your check-in process to make it smoother or adding extra touches to make your space feel more welcoming. There’s always something that can be improved.
Show off your hard work
Last but not least, don’t keep those improvements all to yourself! Update the photos and description on your listing, send a kind message thanking past guests for their input and let them know that their feedback made a real difference. This is your chance to build a reputation as a host who truly cares about providing exceptional experiences.
So there you have it. With the right approach, you can either prevent negative reviews (for some time) or turn them into opportunities for growth and improvement. Focus on managing expectations, reacting quickly during a stay, handling negative reviews professionally, and using feedback to make a few changes. That’ll help you become a 5 star Airbnb host!
