With more than 500 million users across the globe, Airbnb provides an impressive platform with a multitude of features and benefits.
5-star ratings can attract more guests and make your listing stand out from competitors, while poor comments can be detrimental to your reputation and deter potential customers.
In this article we offer background information on how reviews on Airbnb listings work, why responding to Airbnb reviews is an important practice, examples of responses to guest reviews, and answers to some frequently asked reviews questions.
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Are you an Airbnb host hoping to make more 5-star ratings?
Let’s cover the essentials of managing Airbnb reviews so that you can go beyond just 5-stars!
Airbnb reviews work in such a design to make it easier for guests and hosts to rate their experiences with each other.
Leaving reviews are meant to provide feedback about your experience, whether positive or negative reviews.
- Airbnb Review Process Timeline
- Hosts and guests have a 14 day period after check-out to leave a review for each other, respectively. Upon completion of the reviews, those ratings become visible on both profiles within 24 hours.
- Hosts can respond to reviews of their property within 30 days of the reviews submission (not publication). This is your chance to show appreciation for their kind words, or to address any issues they brought up in their feedback. We’ll dive deeper into how hosts respond later.
Guests can only leave one review per host; Airbnb hosts have no such restrictions and can write as many as they like (though it is always best practice to keep it professional!)
Each guest rates their stay on five criteria, including accuracy, cleanliness, communication, location, and check-in experience.
These ratings are then averaged to create the “Overall Rating” that is displayed on your listing page.
The more reviews a listing has, the more accurate its overall rating will be as a reflection of guests’ experiences.
For example,
If you only have one good review with a five-star rating, your overall rating will be five stars.
However, if you have 10 reviews with an average of three stars each, your overall rating will be three stars.
This means that older reviews are weighted less heavily than newer ones when calculating an overall rating.
As you can see, Airbnb’s overall rating system takes into account several factors to determine what your score should be at any given moment in time and ensure that potential clients have up-to-date information about your accommodations before they book their stay with you.
Ready to take your Airbnb hosting game to the next level? Learn how to respond to reviews like a pro. >>>
Airbnb reviews are based on five categories: accuracy, communication, cleanliness, location and check-in, and value for money.
Let’s take a look at each one!
Accuracy
✅ Does the listing show pictures that accurately reflect the quality of your space?
✅ Do all the amenities listed in your description exist and work properly?
✅ Are there any surprises (good or bad) that customers may not expect when they arrive? If so, make sure to include those in your description so that customers are aware before they book.
Communication
✅ Did you respond promptly to customer inquiries?
✅ Did customers have any issues during their stay that were addressed quickly and efficiently?
✅ Did you provide any helpful tips or guides to help them navigate your city?
Cleanliness
✅ Did guests find the space tidy upon arrival?
✅ Were all surfaces cleaned thoroughly?
✅ Was there anything missing from cleaning supplies such as toilet paper or linens?
Location
✅ How easily accessible is the location? Can guests easily access public transport, shopping centers, tourist attractions, and restaurants?
✅ Is the neighborhood walkable and safe?
✅ Does it offer a sense of community and a relaxed atmosphere?
Check-in
✅ Was check-in smooth and easy for customers?
✅ Were they able to find their way around without issue?
✅ Did they have enough time to settle in before their next activity or destination?
Value For Money
✅ Was the overall experience worth what guests paid for it?
✅ Would they recommend it to others based on what they paid for it?
As a business owner, understanding these categories can help you manage expectations and create a hospitable atmosphere to make sure everyone enjoys their stay with you! Answering yes to all these questions can mean better ratings for your Airbnb listing!
Creating positive experiences for guests is essential if you want to receive more positive reviews on your Airbnb listing.
Here are some tips for making sure your guests are happy and satisfied with their stay and leave a review:
Tip #1: Quick response to messages so that your guests feel taken care of.
Tip #2: Provide detailed information about the area, amenities, and other reservations details so that there won’t be any surprises when the other party arrives.
Tip #3: Go out of your way to provide extra touches like a welcome basket or freshly cleaned linens as this will show them that you care about their well-being while they stay with you.
Tip #4: Be available during their stay if they need anything or have any questions – this will help build trust between host and guest.
Tip #5: Make sure all amenities included in their reservations are in working order before they arrive – this includes Wi-Fi, TV, heat/air conditioning including house rules for each. This will help avoid any negative feedback related to lack of basic necessities provided by the property owner.
Start implementing these tips and strategies today to improve your Airbnb reviews!
You can find detailed instructions on Airbnb’s site, but generally once logged into your account, do these 3 simple steps:
- Go to Profile > Reviews.
- Click Reviews by you.
- Select the review you wish to respond to and hit Leave a Response.
Hosts and property owners have been taking advantage of the power of positive reviews with good star ratings since their platform launched.
But how do you reply with a good response when guests leave reviews on your listing to make sure it’s an exceptional experience for your guests?
We’ll walk through the different strategies that will help show off your hospitality skills and get more bookings and great guest feedback on Airbnb.
Thank Guests for Their Positive Reviews. A simple “thank you” goes a long way in showing your appreciation.
Encourage Guests to Share Their Experiences. Positive Airbnb guest reviews mean so much to host and let other travelers read reviews from other guests experience.
Set the Tone for Future Guests. It is important that feedback is written in such a way that sets the tone for future visitors. You might mention that you would have them back anytime. This shows you’re friendly and willing to host repeat guests.
Hot tip: Re-posting positive Airbnb reviews is a great opportunity to show off your business, so be sure to post them on your website and social media channels. You could even feature them in a blog post or case study. Just take a screenshot of their kind words (consider editing out identifying details, pictures, or last names, of course).
Airbnb guest review examples
Airbnb Positive Reviews Sample #1
Airbnb hosts positive reviews response using ReplyToReviews
Hi Victor,
Thank you so much for your kind words about my property! I’m so glad that it was everything you expected and more. I really appreciate your recommendation, and I’m so glad that the location worked out perfectly for you. I hope you had a great stay and that you come back soon!
All the best,
Nicole
Thanked the guest for their positive review.- Personalized the response by using the guest’s first name.
- Acknowledged the positive experience they had with their stay.
- Highlighted the importance of location and its impact on their experience.
- Encouraged them to come back for another visit.
Airbnb Positive Reviews Sample #2
Airbnb hosts positive reviews response using ReplyToReviews
Thank you so much for your feedback, Chingyuan! We are delighted to hear that you and your family had such a great time at our property. We appreciate your kind words about me as a host and the ease of communication. We are so glad that you had such a great experience and thank you for your 5-star rating.
- Guest’s positive feedback on communication and hosting skills greatly appreciated.
- Host expressed pride in ensuring comfortable and memorable stay for guests.
- Grateful for the 5-star rating and kind words, hopes to welcome guest back soon.
- Encouraged repeat business and values building long-term relationships.
- Personalized the response by mentioning the guest’s name adds a thoughtful, personal touch.
Our AI can respond to any guest reviews you input with specifics, but here are a few generic examples it created that you can copy or use as an inspiration when crafting your response:
Positive Airbnb Reviews Response Template #1
Positive Airbnb Reviews Response Template #2
Positive Airbnb Reviews Response Template #3
Let ReplyToReviews show you how responding to positive Airbnb reviews can be as enjoyable as hosting itself. >>>
Acknowledge the Problem. Start off by recognizing the issue and showing your commitment towards addressing the negative review promptly by sending a private feedback to the reviewer.
Apologize for the Negative Feedback and Experience. Making a genuine effort to make amends can help restore trust between hosts and guests, paving the way towards re-establishing harmony in your vacation rental relationships.
Offer to Make Things Right. Taking proactive steps towards rectifying any issues from a bad review or negative reviews and creating a lasting positive experience.
Act Quickly to Resolve Issues. It’s essential to take quick action when addressing a negative review. Doing so is the best way to ensure that any issues are prevented from escalating and can help ensure satisfaction and maintain your distinguished reputation.
Follow Up and Check In. Stay in contact with guests after a less-than-ideal experience; not only does this demonstrate your commitment to upholding Airbnb’s standards of hospitality excellence for guests experience.
What if the guest is lying? How do you deal with fake reviews?
If a guest leaves a negative review of your property that is totally untruthful or otherwise does not meet Airbnb’s review criteria, you can report it.
In the meantime, you can explain in your response that the depiction of the guest’s experience is not accurate, and that you’ve reported the feedback.
You can also give private feedback in your messages with the guest.
These will not appear publicly but they might help you resolve the situation: after all, guests and hosts can remove their own reviews if they so choose.
DO: Write a short and professional response using neutral language.
DO: Make sure to keep your tone as professional as possible: your conversation can easily be screen capped and shared publicly or with Airbnb.
DON’T: Do not resort to abusive language, even if you’re frustrated.
Learn the key strategies to maximize any type of Airbnb review and get ahead of negative guest reviews. >>>
Negative Airbnb Reviews Responses Template #1
Dear (Guest Name),
Thank you for taking the time to provide feedback on your recent stay at our Airbnb. We apologize for any inconvenience caused during your time with us. We take your negative review seriously and have already taken steps to address the issues you raised. We have hired a professional cleaner who will ensure that the apartment is spotless for potential guests. We hope to have the opportunity to welcome you back soon and provide an exceptional experience.
Best regards,
(Host Name)
Negative Airbnb Review Responses Template #2
Hi (Guest Name),
We are deeply sorry for falling short of your expectations during your stay. Please know that we are committed to providing a comfortable and enjoyable experience for all our guests. We have addressed the issue you reported regarding the bathroom amenities and have made sure that the supplies are fully stocked for future stays. We appreciate your feedback and would welcome the opportunity to exceed your expectations on your next visit.
Sincerely,
(Host Name)
Negative Airbnb Review Responses Template #3
Hi (Guest Name),
We apologize for the inconvenience caused by the noisy neighbors during your stay. As a host, we understand the importance of a peaceful and comfortable environment for our guests. We have spoken with the building management and have taken steps to ensure that this will not happen in the future. We appreciate your feedback and hope to have the opportunity to welcome you back again soon.
Warm regards,
(Host Name)
Join the ranks of top-rated Airbnb hosts by using our guide to craft thoughtful and impactful responses to guest reviews. >>>
Airbnb guest review examples – guest to a host
Negative Airbnb Guest Reviews Sample #1
Airbnb review response using ReplyToReviews
Hi Zachary,
Thank you for taking the time to leave your feedback about your stay at our property. We apologize that your experience wasn’t up to our usual standards. We reviewed your comment and understand how uncomfortable it can be when a room is too cold and essential items are in short supply. We’ll make sure we take this into consideration for potential guests.
We would love to have you stay with us again and make sure you have a more comfortable experience.
Thank you for your feedback and for giving us the opportunity to improve.
Sincerely,
Host Name
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Empathy: Acknowledging the guest’s negative feedback about discomfort and apologizing for any issues sets a positive tone and can go a long way in resolving the situation.
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Accountability: Taking responsibility for any shortcomings and expressing a commitment to improve in the future shows that the guest’s concerns are being taken seriously.
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Solution-oriented: Offering to address the specific problems mentioned in the bad feedback, such as a too-cold room or limited supplies, shows the guest that their negative feedback is being acted upon and can lead to a better experience for future guests.
Negative Airbnb Guest Reviews Sample #2
Airbnb review response using ReplyToReviews
Adam, thank you so much for your honest review.
We take all feedback seriously and are deeply sorry to hear that your experience with Airbnb was not up to our standards. We take fire safety very seriously and never want our guests to feel unsafe. We will make sure to look into the issue with the window in the room and make sure that it meets all fire safety regulations. We will also make sure that all bedding is freshly washed and that the walls are in good condition.
Again, we apologize for your experience and thank you for bringing this to our attention.
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Acknowledgment of the issue: The response shows an acknowledgment of the problem mentioned in the negative feedback. The host acknowledges the guest’s concern by thanking them for their honest review.
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Apology: The response includes an apology, which is a great way to diffuse tension and prevent further conflict. It shows that the host takes responsibility for any issues encountered by their guests.
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Action plan: The response outlines a plan of action that the host will take to address the issue mentioned in the negative feedback. This shows that they are taking the feedback seriously and are committed to making changes to improve the experience for future guests.
With our personalized responses, you can empower yourself as a host with the knowledge of how to use both positive reviews and negative reviews wisely. >>>
Here are some guidelines on how any host should leave a written review for guests on their Airbnb listing:
Don’t be afraid to be honest. If there were any issues with the guest, be sure to leave reviews and write about it. However, try to avoid being too negative – remember, the goal is to help other hosts make informed decisions, not to bash the guest.
Focus on the positive. While it’s important to be transparent, it’s also important to write and focus on the positive. If a guest was generally polite and respectful, be sure to mention that in your review.
Keep it short and sweet. No one wants to read a novel-length review, so just stick to the basics. Mention the highlights (both good and bad) and then move on.
I recently had the pleasure of hosting [Guest Name] at my Airbnb. From the moment [he/she] arrived, [he/she] was an ideal guest – [he/she] was friendly, respectful and courteous to myself and my property. During [his/her] stay, [Guest Name] took great care to keep the rental clean and tidy, and even went above and beyond to help with extra tasks around the house.
Overall, I was impressed with [his/her] commitment to enjoyable local activities and respect toward my space. I would highly recommend [him/her] as a guest to any host looking for someone who will take responsibilities seriously while still having a good time in town.
Thank you so much for your stay, [Guest Name], it was a pleasure hosting you!
I recently had the unfortunate experience of hosting [Guest Name] at my Airbnb property. [He/She] arrived late, without any notification or explanation, and did not leave the premises until after their checkout time. During [his/her] stay, [he/she] was generally disruptive and caused a significant amount of disturbance to other guests in the building. They left the apartment in an incredibly unclean state and even damaged some furniture.
Given this experience, I would not recommend hosting [Guest Name] as a guest at any Airbnb property. They showed lack of respect for both myself and other people in the building and failed to adhere to basic standards of cleanliness and responsibility. As a result, I strongly suggest avoiding [Guest Name] as a potential guest in your Airbnb property from now on.
FAQs
The main types are public reviews, group reviews, and cancellation reviews, and private feedback.
The answer is: NO. Airbnb feedback are treated as confidential information and remain anonymous and hosts only become aware of reviews after returning online comments for their guests.
Airbnb reviews are ranked depending on the validity of information and guest rating provided. Additionally, any bad Airbnb guest review that does not conform to the terms of Airbnb’s content policy will not be published.
The short answer: YES! Especially any search results that show public response provide an invaluable source of information to any guest, allowing them to know what to expect from their vacation rental and guest’s stay before they arrive.
It is best to delete a bad Airbnb guest review that are posted when they are overly inappropriate or abusive, without consideration for the service received or accommodations provided; customers good feedback that deviates from the typical honest customer experience should be tagged with a flag icon on the top right corner of the Airbnb platform for removal. In such cases, bad reviews should only be saved when needed to prove as evidence article and should otherwise take precedence as an isolated incident that has no bearing on your overall business decisions – and certainly none on your online reputation.
Learn more about disputing negative Airbnb reviews with this article by Airbnb.
If bad reviews that may include illegal content don’t meet the guidelines set by Airbnb, possible sanctions could include warnings or suspensions of accounts.
A guest’s review can serve as an insight into the quality of the vacation rental and can make or break the chances of a host becoming a Superhost. Of course, having more Airbnb reviews isn’t the only factor that influences Airbnb hosts status – cleanliness, hospitality, response times, and rate requirements also play important roles in making Airbnb guests happy. Without any guest feedback, Superhosts absolutely would have a harder time in reaching such prestige!
As you can see, Airbnb’s online review system is fairly straightforward.
It ensures that potential guests have helpful, up-to-date information about your accommodations before they book their stay with you.
Being a good host with transparent descriptions of your listing will help you get more positive reviews.
And knowing how to respond to Airbnb on both positive reviews and negative reviews is essential for successful hosting.
ReplyToReviews makes it even simpler to write responses – all you need to do is copy and paste your guest’s review into our platform and you’ll get several customized responses to choose from with just one click!
Spend less time writing manual responses and more time focusing on your business.
Take control of your Airbnb reputation by following our step-by-step guide for responding to reviews. Happy hosting!
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