How to Handle Negative Airbnb Reviews: Strategies to Delight Guests and Boost Your Business
- marketing17691
- Jun 17, 2024
- 8 min read
Bad reviews are like surprise rain showers during a sunny vacation — unavoidable and sometimes a bit annoying. But don’t worry! With the right approach, you can turn these little storms into chances to shine.
If you're facing your first bad review and feeling anxious about it, take a deep breath and relax. We’re here to help you handle it like a pro. Together, we can turn that frown upside down and boost your business!
What you'll find in this article:
Understanding the Basics for Great Response
In this article, we’ll walk you through different types of situations you might encounter with unhappy guests. But first, it’s important to understand the basics of a good response:
Stay Professional and Positive
Approach each review with a calm and composed demeanour, regardless of the criticism thrown your way. A positive tone can work wonders in defusing tension and leaving a lasting impression on both the reviewer and potential future guests.
Acknowledge and Apologize
Show empathy by acknowledging the guest's concerns and offering a genuine apology for any inconvenience they experienced. This demonstrates accountability and a commitment to resolving issues promptly.
Address Specific Issues Briefly
Cut to the chase in your response, addressing each point raised by the guest with clarity and brevity. Transparency is key in building trust and reassuring guests that their feedback is being taken seriously.
Mention Improvements
Share the steps you're taking to address the issues raised in the review, showcasing your dedication to enhancing the guest experience. By demonstrating tangible improvements, you reinforce your credibility as a host and instil confidence in potential guests.
Invite Further Contact:
Extend an invitation for the guest to reach out privately to discuss their concerns in more detail. This demonstrates your commitment to resolving issues and ensuring guest satisfaction, while also preventing further public airing of grievances.
Example response:
"Hi [Guest],
Thank you for your feedback. I'm really sorry for the inconvenience. We're addressing [specific issue] to improve our service. Please feel free to contact me directly to discuss this further. ”
This example works like a charm for handling most comments you might receive, especially those about things like communication and amenities—stuff you can tackle head-on. But of course, it doesn't fit every situation. That’s why we’ll dive deeper into specific types of reviews and how to handle them in the next sections. So don’t worry, if this doesn’t feel right for you, the next ones might!
Strategies for Different Types of Negative Reviews
Things You Can Fix
If your guest complains about water pressure, a broken step, or a piece of furniture —something easily fixable that doesn’t require a detailed explanation for why it happened— you don’t need to over-explain yourself or delve into more details with your guest. Just thank them for bringing the issue to your attention! After all, sometimes we can overlook the little details of everyday use in our listings, and that’s perfectly okay. We're all human, and your guests understand that.
Here’s an example of how to respond to a complaint about the shower water pressure:
"Hey [Guest],
Thanks for bringing this to our attention! I'm truly sorry about the inconvenience with the shower water pressure. I wasn't aware of the issue, but we're already on it and working to ensure that the next time you visit, the water pressure is perfect. Your feedback means a lot, and we're committed to making your next stay even better!"
Keep it light, keep it breezy, and show your guests you're on the case!
Now, let's talk about those not-so-tiny tweaks — like if the cleanliness isn't up to snuff or, heaven forbid, there's a critter concern like bedbugs or even structural problems like a leaky ceiling. Here's where a bit more explanation comes into play:
"Hey [Guest],
Thanks for bringing this to our attention! We're genuinely sorry you had this experience. We recently enlisted a new cleaning service with high hopes, but it seems they haven't quite hit the mark yet. Rest assured, we're reevaluating and taking steps to ensure top-notch cleanliness for your next stay. Your feedback is invaluable in this process, and we're committed to making things right. Please feel free to contact me directly to discuss this further and allow us the opportunity to make things right"
In some cases, we might find ourselves at a loss for a straightforward explanation, but hey, that's all part of the gig. Just keep in mind that transparency is key. And when the issue is more serious, matching your tone with the gravity of the situation is a must:
"Hey [Guest],
Thank you for this important feedback! I'm truly sorry for your experience, and I'll reach out to you privately to gather more details. Please accept my deepest apologies, and we hope you'll consider staying with us again. Rest assured, we're committed to fixing this issue."
By addressing issues promptly, transparently, and with seriousness, we're not just fixing the problem — we're enhancing the guest experience and building trust, one fix at a time.
Things You Can't Fix
Guests sometimes have their own vision for the perfect stay that just doesn’t align with reality. They might gripe about the size of their room, the neighbourhood, noisy neighbours, or the number of stairs leading to the house.
While these critiques can sting, especially when you love and care for your place, it's important to stay cool and courteous—yet still defend your property. Here's a fun and light-hearted way to respond to common complaints:
Room Size Complaints
“Hi [Guest],
I'm sorry to hear that you found the bedrooms to be smaller than expected. We truly try to describe with accuracy our space in the listing, and we appreciate your input. While we can't change the room size, we do our best to provide a comfortable and welcoming environment. Your feedback is really helpful, and we thank you for sharing it. We hope to have the chance to host you again and make your stay even better!”
Neighborhood Noise Complaints
"Hi [Guest],
I'm sorry the noise from the neighbours disrupted your stay. We understand how important peace and quiet are during a getaway. While we can’t control our neighbours, we can provide earplugs and suggest some great, serene spots nearby. Your feedback helps us improve, and we appreciate you letting us know. We hope to host you again for a quieter stay!"
Too Many Stairs Complaints
"Hi [Guest],
Sorry to hear the stairs were a challenge. We do our best to note this in our listing, but I understand it can still be inconvenient. We truly appreciate your feedback and hope the rest of your stay was enjoyable. We'd love to have the opportunity to host you again in the future!”
Remember, while you can't change some aspects of your property, a warm and understanding response can turn a negative review into a positive guest experience, and let future guests know that with you, they'll be heard.
Dealing with Unreasonable Guests
As an Airbnb host, you'll meet a spectrum of guests—from delightful people to those who present a bit more of a challenge. While most visitors are a pleasure to host, there's always the occasional guest who will test your patience.
We've all heard the stories: guests showing up with unexpected friends, accidentally treating your place like a bull in a china shop, or conveniently forgetting about your no-pets policy. And to add insult to injury, when you kindly point out the issue, they try to make it your problem.
First things first, such behaviour is a no-go in Airbnb. If you receive an unfair review as a form of revenge, fear not! You have the power to dispute it. Just gather up the evidence of the guest's misbehaviour and present it to Airbnb. They'll handle the rest, and you might just see that undeserved review disappear.
You can dispute reviews from guests who have committed serious policy violations regardless of when they were published, including:
Property damage
Overstaying their reservation
Breaching your house rules
Hosting unauthorized parties or events
Your documentation should clearly demonstrate the policy breach and the subsequent retaliatory review, so we recommend maintaining communication with guests through Airbnb chats, allowing the customer service team to easily review all evidence.
But remember, disputing a review doesn't automatically mean it'll vanish into thin air. So, while you're waiting for Airbnb to work its magic, it's crucial to respond gracefully. Explain your side of the story with politeness and professionalism, like a master of diplomacy. Here's a basic template to get you started:
“Hi [Guest],
I'm sorry to hear that you weren't entirely satisfied with your stay. As clearly outlined in our listing, [Rule Break Policy]. When [Incident], [Measure Taken]. I apologize if this seemed rude or inconvenienced you in any way, it certainly wasn't our intention”
Now, let's use this template to give you a clear example. Pretend you were being called out for enforcing your no-pet policy, this is how this response would go:
"Hi [Guest],
I'm sorry to hear that you weren't entirely satisfied with your stay. As clearly outlined in our listing, we have a no-pet policy to ensure the comfort and safety of all our guests. When we noticed the little friend, we kindly reminded you of this policy and had to enforce it, as agreed upon during booking. I apologize if this seemed rude or inconvenienced you in any way, it certainly wasn't our intention”
See what we did there? We stood our ground like champions of hospitality.
However, it's crucial to note that we'll invite those guests to engage in further communication only if additional proof is necessary to dispute their comment with Airbnb. Otherwise, why subject ourselves to the headache of dealing with impolite guests any longer than necessary?
Dealing with a Pattern of Negative Reviews
Alright, so you’ve had a few guests who weren’t exactly singing your praises. Hey, it happens! But if those not-so-great reviews are starting to stack up like a game of Jenga gone wrong, it’s time to spruce things up. Here’s your playbook for turning those thumbs-downs into thumbs-ups:
Identify Common Themes
Time to look deeply into those reviews. Are guests consistently bemoaning the lack of Wi-Fi, or maybe they’re not too thrilled about your vintage vinyl collection? Pinpointing these common gripes is the first step to giving your guests the experience they deserve.
Seek Honest Feedback
Encourage honest feedback from guests, whether through private messages or post-stay surveys. Let them know you’re all ears for their feedback and are committed to improving their experience. Sometimes, they’re a bit shy during their stay but turn into chatterboxes once they hit the review button.
Address Root Causes
Once you’ve cracked the code on what’s been bothering your guests, it’s time to roll up your sleeves and get to work. Maybe it’s time to retire that rickety old couch or step up your game in the cleanliness department. Whatever it is, prioritize those changes that’ll make the most significant impact on guest satisfaction.
Monitor Progress
Keep an eye on the impact of your improvements by tracking guest feedback and review scores over time. Be patient, as it may take some time to see noticeable improvements reflected in your reviews, but celebrate small victories along the way to stay motivated.
Reassure Future Guests
Show potential guests that you’re not just sitting on your hands, waiting for the next complaint to roll in. Sprinkle a little sunshine in your listing description about the steps you’re taking to make things even better. Transparency is key to winning over those cautious bookers.
Focus on Positive Experiences
While it's essential to learn from negative feedback, don't lose sight of the positive experiences you provide to the majority of your guests. Highlight the awesome aspects of your space—the cosy nook perfect for a morning coffee or that killer sunset view from the balcony. Remind guests why your place is the best despite the few bumps in the road.
By addressing the negative reviews and demonstrating your dedication to a great guest experience, you’ll be back on top of the Airbnb game in no time. Remember, every critique is just a chance to level up your hosting skills and make your guests’ stay even more unforgettable.
At Airbamboo, we specialize in supporting hosts like you through every step of the hosting journey. So, whether you're facing a few bumps or looking to take your Airbnb business to new heights, trust Airbamboo to be your partner in success. With our expert management services, we can turn those negative reviews into positive outcomes and elevate your property without any stress on your part.
Get in touch with Airbamboo today to discover how we can help you unlock the full potential of your Airbnb property!
Article by,
Paola Castilho
