Even the most excellent hosts, like our Founder and Superhost Corin Craig, receive negative Airbnb reviews occasionally from their guests. Even though you can’t change the review you can control your response and the way you do this will showcase how great of a host you are. Here are 4 tips to consider when you have to answer to a negative review.
Negative Airbnb Reviews Tip #1: Remain professional
You might be offended or hurt by a bad review, but it’s important to not take it personally. Keep your response short, professional and to the point. Avoid traits like defensiveness and shifting blame as they will only make you look bad. You want everyone to see that you are a professional, mature host that they can be comfortable approaching with questions or concerns. Explain your side, if applicable, in a neutral tone without placing any blame on the guest. If you feel the criticism is unjustified, recognising that the negativity is the problem of the guest goes a long way.
Tip #2: Take the time to write a well-thought out response
It might be tempting to reply negatively or try to contest the review with your side of an argument, but instead, take a deep breath and a step back.
Negative Airbnb Reviews Tip #3: Don’t be afraid to apologise
You should always offer a genuine apology both when posting a public response and when communicating directly with the guest. Even if you think the complaint wasn’t your fault or the guest is out of line and you disagree on the situation, a true host’s job is to make your guests happy and offer to fix any problem they may have.
Negative Airbnb Reviews Tip #4: Wait before replying
Airbnb waits for both the guest and the host to submit their reviews before publishing them. It gives you 2 weeks to submit your review, but it also pauses the potentially negative review from being posted on your site for 2 weeks. Since Airbnb reviews are published in the order of the stays and not when they go live, you can hopefully receive some good reviews during those 2 weeks and when the bad review goes live, it will be buried a few reviews down the list.
That concludes the 4 tips for managing reviews so what next?… The more you know about Airbnb, the more you will be able to use this knowledge to manage your guests, help you rank your listing higher in searches and become a Superhost. There’s so much more to know. There is definitely a learning curve to Airbnb and it will cost you money and time to try to learn everything on your own. So why wait… start your learning journey now with Airpeachy and you’ll be a top host in now time, maximising your profits through the Airbnb platform.