Ep 9 | The Exact Words I Use to Reply to Negative Airbnb Reviews

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As an Airbnb host, you've probably felt that sinking feeling when you see a notification for a less-than-stellar review.

I know I have. But here's the thing - responding the right way can actually turn that negative review into a positive for your business. Let me walk you through how to handle these tricky situations like a pro.

Understanding Different Types of Negative Reviews

First off, it's important to recognize that not all sub-five-star reviews are created equal. In my experience, they usually fall into two categories:

1. Reviews from guests who are needy, rude, or expect more than what was offered.

2. Reviews stemming from legitimate issues with the property or host communication.

Knowing which type you're dealing with helps shape your response strategy.

Real-Life Examples: How I Handled Negative Reviews

EXAMPLE #1: The Misplaced Grill Incident

Let me share a recent experience. I got a notification for a four-star review (and trust me, anything under five stars feels bad in this game). The guest said everything was great, but the grill didn't work. I was confused because I'd used it just two weeks before.

Turns out, the previous guest had moved an old grill from the garage to the patio, and our new guest didn't know to look in the garage for the working one. Classic mix-up, right?

Here's how I responded:

"Hey, I'm so sorry for the mix-up. I can't stand it when I travel and something like a grill doesn't work. I appreciate you not giving us five stars because we didn't earn it. I went by the property and realized the guest before you had taken the old grill to the patio, which doesn't work. The new one was in the garage, not where it was supposed to be. I would have made the same assumption you did.

If you can let me know how much money you wasted on food you couldn't grill, I'd like to refund you for that. I'd also like to make this up to you - if you give us another chance, I'll give you a free night or 20% discount on your next stay, whichever is better for you. Thank you so much for making us aware, and I hope to have you back."

The result? This guest actually booked with us again and left one of the best reviews we've ever received. Talk about turning lemons into lemonade!

EXAMPLE #2: The Unreasonable Guest

Now, let's talk about the other type of review - the kind from guests you don't want coming back. I once received my first-ever three-star review, and it was a doozy. The guest complained about us not having things we never advertised, claimed we were unresponsive (which wasn't true), and said the house was dirty.

Instead of getting irritated, I responded calmly:

"I am so sorry the property didn't meet your expectations. We never want anyone to have a bad experience. I'm somewhat confused, though, because we didn't advertise having any of the items you said should have been there. If you saw that advertised somewhere, please let me know so we can get that corrected.

As far as the house being clean is concerned, I looked back at my cleaner's pre and post-cleaning photos taken just a couple hours before your stay. Everything looked exactly as it should. Regardless, I'm sorry the condition didn't meet your expectations. If you can be more specific on what wasn't clean, I would so much appreciate it so we can improve.

I did go back and look to make sure we didn't miss any messages from you, but I didn't find any message that didn't get a response within 30 minutes. When we asked you how everything was the first morning after you checked in, you responded, 'It's great.'

I sincerely wish you the best and would love to hear from you regarding my questions above so that we can improve."

This response actually led to several guests commenting on how irrational that particular review was, which ended up helping our overall reputation.

Key Takeaways for Responding to Negative Reviews

Now, let me break down the essential steps to crafting an effective response to a negative review:

1. Take a breath and evaluate objectively

2. Acknowledge each issue, even if there are many

3. Apologize and own everything you can

4. Provide an explanation, not an excuse

5. Offer a solution to show commitment

6. Highlight positive aspects if possible

7. Maintain a professional and respectful tone

8. Invite further communication

9. Improve and fix fixable issues

10. Ask yourself if the issue could have been prevented

Remember, there are already enough uncontrollable variables in this business. Control the ones you can by addressing issues head-on and professionally.

Wrapping It Up

Responding to negative reviews isn't just damage control - it's an opportunity to showcase your customer service skills and commitment to guest satisfaction. By following these guidelines, you can turn those dreaded sub-five-star reviews into chances to improve your business and even win over skeptical future guests.

Remember, every review, good or bad, is a chance to learn and grow. So take a deep breath, put on your problem-solving hat, and tackle those reviews with confidence. Your future self (and your booking calendar) will thank you!

If you found this helpful, I'd love to hear from you. And hey, if you're looking for more tips on optimizing your short-term rental business, check out our other resources on this site. Here's to your Airbnb success!