How to handle a bad review?

Do you rent out your apartment on short-term rental platforms? Like us, you know that receiving a negative review can happen. Whether justified or not, it is important to react the right way to avoid losing future guests. Your Airbnb property management service knows that a bad review can damage your property's reputation, which is why we are going to explain the procedure to follow when it happens to you.

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Check everything before the rental

A few days before guests arrive, check that everything in the accommodation is working: heating, air conditioning, water heater, any leaks... check all the amenities to avoid unpleasant surprises.

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Do not ignore negative reviews

You probably won't want to respond to that review, but that kind of behavior will have more serious consequences. Show that you are a caring host! It is extremely important to respond to reviews because future guests read your listing as well as the comments left by previous travelers: all of this makes up your property's storefront, so take control of it.

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What should I write in the response?

Start by thanking the person for leaving a review. Yes, you might wonder why you should thank someone who made criticisms—founded or not—about your own property. Well, because future guests will read the responses, and all criticism is constructive! It is important that you accept the criticism and learn from the feedback. Address the review point by point and respond courteously. Do not insult the author of the message, or you risk being blocked by Airbnb. Is it a malfunction that you have already fixed or will fix shortly? Mention it in the comment; it will reassure future guests.

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Apologize to the author of the review: future guests will understand that you are a host who cares about doing things right and that the problem encountered was likely an isolated case. On the other hand, you may sometimes receive a completely unjustified negative review. In that situation, tell your side of the story in a courteous and polite manner.

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How to bounce back?

‍Use the review to improve your apartment's services: all the feedback provided by guests will allow you to see what is no longer working in your apartment. Some remarks should not be seen as pejorative, but rather as advice for perfecting your apartment. First, take a step back and ask yourself if this criticism highlights a real problem in your apartment or not. If it does, try to resolve the issue and mention it in your response: this will reassure future guests.