How to Repsond to Negative Airbnb Reviews

[@ThanksForVisiting]

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[@ondemandaquaworkouts]

I had a guest leaving me 4 star review but out so many lies into her “ friendly feedback” that I have decided to contact Airbnb to have it removed. Still waiting for the outcome but it blows my mind how “ mean” can some people be even if I went above of what was promised in the listing. Keeping every communication in writing is super important.

[@ThanksForVisiting]

ugh, negative reviews can be so tough. We like to always encourage people to be open to the feedback and look for chances to grow. Sorry you're experiencing this!

[@warrencrescenzo9569]

We receive mainly 5-star reviews. Recently, someone posted untrue information about the stay. We can only hope that the many 5-star reviews, overshadowed the occasional negatively subjective one. It is not easy to get the bad ones removed.

[@ThanksForVisiting]

ugh, that's frustrating!

[@jameswaggoner2646]

Ladies, another great video! I wish I had seen it last year when I started hosting. You hit all the great points. I would like to add dont let any guest go away mad. They certainly 100% won't come back. Even worse they could ruin a whole subset of your customer base!

[@ThanksForVisiting]

Thank you, so glad you're enjoying the videos! Great point - it's important to remind ourselves this IS the hospitality industry! We're in the business of making our guests happy :)

[@angelynbuela7364]

One of our guests gave us 3☆ on value but overall rating was 5☆. They only stayed for 1 night, asked for super early check-in so his wife can rest (4 hours early), asked for specific kind of pillows which we bought and provided for them prior to their arrival. Didn't really mention a single negative thing about our listing but just a bit confused and I feel like asking "How can we make it right?"

[@ThanksForVisiting]

You should ask! I'm guessing this is a pricing opinion they have which may just be an opinion you can't change. However, it's always worth it to mention how much your small business benefits from 5 star reviews and reiterate to them you want to make sure to create a 5 star experience! Try not to sweat this one review if you're otherwise experiencing 5 stars!

[@hotfishscales]

Just launched our first airbnb properties, brand new 2024 built two story houses. Our very first guest messaged us on day one and complained we had roaches 🪳!! and sent a picture of a “real roach”, everyday after that the guest requested extra of everything and ultimately wrote a 4 star review saying the house needs curtains and more pillows despite more than enough luxury pillows inside the house. How do you deal with lying guest and bad reviews which can quickly ruin your reputation. I hate my very first guest had to be this family. Oh and yeah we found damages to our walls and a big foot print in our brand new furniture 😑after checkout.

[@ThanksForVisiting]

I'm sorry your first guest experience wasn't what you hoped. It's tough because we love our spaces and feel protective of them. I think it's really important to take some time to listen and reflect on the feedback. Have you asked any of your own friends or family to stay in the space and give you feedback? This may be a way to figure out what, if any, elements of this feedback are accurate!

[@hotfishscales]

@@ThanksForVisiting Thank you for your thoughtful reply and advice. You're right-it's tough not to take things personally, especially when we're so invested in creating a great space for our guests. I hadn’t considered asking friends or family to stay and provide feedback, but that’s a great idea. It might help us see things from a different perspective and make any necessary improvements. We're committed to making sure our future guests have an even better experience, so we'll definitely reflect on this feedback and make any adjustments that will enhance our properties. Thanks again for your support and encouragement!

[@ThanksForVisiting]

@@hotfishscales That's just the right mindset that makes for a great host!

[@jameswaggoner2646]

Really just take a day to let it all soak in. That gives you some time to reflect. Make sure you focus on the message and not the messenger. You can reach out to them for more information during that time so you understand the problem properly and can address it before your response (and hopefully before the next guest checks in). Its important to make sure any corrective action addresses the root cause of guests "concern". If they feel heard and valued it cam salvage the relationship. Also their stories will go from I stayed in a crumby airbnb and the host didn't care. To I know this airbnb at (blank) location and the host will take care of amy concerns. Best of luck

[@ondemandaquaworkouts]

I had a guest leaving me 4 star review but out so many lies into her “ friendly feedback” that I have decided to contact Airbnb to have it removed. Still waiting for the outcome but it blows my mind how “ mean” can some people be even if I went above of what was promised in the listing. Keeping every communication in writing is super important.

[@ThanksForVisiting]

We totally agree about keeping communication in writing and if you do take it off the app, to recap everything in writing! Let us know how things work out with Airbnb removing this one!