While traditional hotels are regularly reviewed online, hoteliers aren’t in a position to review their guests. For Airbnb hosts questioning their reservations, Airbnb guest reviews can be extremely helpful. Many hosts aren’t sure where to start when completing Airbnb guest reviews, however. There are a few things to keep in mind to make your reviews useful tools.
What is the purpose of Airbnb guest reviews?
Many hosts are not professional hoteliers and are figuring out their best practices for making their guests happy as they go along. Airbnb guest reviews can help hosts fine-tune their accommodations and overall guest impressions, boosting both their bookings and reputation.
Airbnb guest reviews written by the host encourage their guests to return the favor by writing a review of their stay. If both parties have a good experience, even if it wasn’t stand-out, a nice review helps the host reach Superhost status and affords the guest more credibility for other accommodations.
Essentially, Airbnb guest reviews help hosts, deciding whether or not to accept a guest booking and guests, who may have several options for travel accommodations. The open review system is a way for both hosts and guests to establish credibility.
How do I write Airbnb guest reviews?
There’s an unwritten rule that a short Airbnb guest review is a negative review, and the host doesn’t wish to leave public criticism. Though it can also be a polite feedback from a guest. Not all of us are good at writing long reviews. You can automate a positive review using a service such as AirGMS, which has templates available for hosts.
When you write your review, be honest, and be concise. If your guest did something kind, such as helped clean up after themselves, or was especially nice to the family pet, note that, as well. If your guest was fine, nothing outstanding, you can simply post a positive review template.
As a host, do I need to reply to Airbnb guest reviews?
There’s no requirement to reply to Airbnb guest reviews, but the more you respond – even if it’s just a “Thanks for the review and kind words!” – the more engaged you are with your past guests. This makes a good impression on your future guests. It’s also just good manners. If someone takes time to leave positive (or necessary, constructive feedback) ratings, respond with politeness.
If you have received a negative review, you do have the option to contact Airbnb to have the review removed. It’s rare, however, and usually will only be removed if it violates their content policy. If you and your guest just didn’t mesh, and you receive a negative review, don’t respond right away. Take time to read their words, then walk away from your computer. When you feel better able to respond with a cool head, simply say something like, “Thank you for your feedback. We will take this under advisement for the betterment of future guest stays.”
I had a negative experience with a guest. How do I write a negative review?
As stated above, sometimes a very short review is tantamount to a negative review. If your guest experience was extremely poor and you wish to warn others about this individual, stick to the facts, and don’t insult the guest. If they left a mess, that’s part of your cost of doing business. Also, if they damaged the property, note that.
If you’ve established house rules and the guest clearly violated them, then you may state this. Facts such as “Arrived two hours early” or “was loud after quiet hours” are things that future hosts wish to know. Although it’s too late to recover from a past negative guest experience, stating very clear and specific house rules will prevent guest issues in the future.
I have received a negative review as a host. What are my options?
Unless there are serious, egregious mistruths on a guest review or if there were extenuating circumstances that caused an unpleasant stay (a broken pipe, for example), as a host it’s better to simply answer the guest review neutrally. Refrain from engaging in a lengthy back-and-forth with a negative reviewer but do at least acknowledge the Airbnb guest review. Your response to this individual will reflect on the perception future guests have of you, the host.
I need help, I’m stuck penning my review!
You can load templates for Airbnb guest reviews, tweaking the details as necessary. A service such as AirGMS can help hosts write Airbnb guest reviews. If you’re truly stuck, you can run down your house rules and review against that: Guest was on time; guest was reasonably clean; guest was polite. If you choose to write a negative review, then that should be done individually, as each circumstance will be different.