Sometimes the discovery of a bad review left for you by a host can come as a surprise, especially if you feel it’s unfair or harsh. You might be wondering how to deal with a bad review or be worrying that this could affect your future potential trips on the platform. Here’s how to handle it when you’ve got a bad review as an Airbnb guest.
First of all, take into account the nature of the bad feedback from the host and what they pulled you up on.
As a host myself, I try to give honest reviews. I’ll let one or two small things slide, however if a guest was particularly messy or slobby, I’ll be more inclined to mention it. This is particularly the case if the turnover clean took longer than average.
As an example, it’s common courtesy to pick towels up from the bathroom floor and hang them up or to not leave a sink full of washing up. My best advice when travelling and staying in a vacation rental is to leave it how you would want a guest to leave it if you were renting.
Take on board what they have said and apply it to your trips in the future. Often we’re so wrapped up and exhausted from our own travel arrangements we can overlook simple things.
1. Reflect on the Feedback
- Read the Review Carefully: Understand what the host’s concerns were. Was it about cleanliness, communication, or something specific during your stay?
- Stay Open-Minded: Even if the review feels unfair, look for any constructive feedback that could help improve future stays.
2. Reach Out to the Host
- Contact Privately: If you feel the review was unfair or misunderstood, message the host privately and politely. Explain your perspective calmly, and ask if they would consider updating the review. If you’re particularly upset about the statement they’ve made, don’t rush to reply, sleep on it and message them the next day.
- Apologize if Appropriate: If there was any oversight on your part (even if minor), a simple apology can show goodwill and could encourage the host to reconsider the harshness of the review.
3. Respond Publicly to the Review
- Craft a Professional Response: If the review is public, you can leave a response visible to future hosts. Keep it polite, concise, and factual. Acknowledge the feedback without being defensive, and clarify your side if needed.
- Avoid Blame or Hostility: Focus on keeping your response as positive and constructive as possible. This shows future hosts that you’re respectful and willing to address any issues.
4. Contact Airbnb Support (if necessary)
- Request Removal: Airbnb typically only removes reviews that violate their content policy (e.g., discriminatory language, misleading information, or offensive content). If you believe the review is unjust in one of these ways, contact Airbnb Support and ask for assistance.
- Provide Evidence: If you have any proof that the review contains factual inaccuracies, provide it. This could include screenshots of communications or photos taken during your stay. I’d always recommend taking a video of your rental when you arrive and when you leave. Videos recorded on your phone will have meta data and a timestamp of when the video was recorded. If the host accuses you of breaking or damaging anything incorrectly, you’ll have video to bookend your stay. This is particularly useful if something was broken or damaged on arrival.
5. Offset with Positive Reviews
- Be an Excellent Guest in Future Stays: A single bad review can quickly be buried by positive feedback from other hosts if you keep receiving great reviews.
- Communicate Proactively with Hosts: Let future hosts know you’re committed to being a good guest and mention any special requirements upfront to prevent misunderstandings.
6. Stay Professional in Your Responses and Future Interactions
- A poor review can be an opportunity to showcase your commitment to respectful communication and improvement, so future hosts see you as a positive, reliable guest.
Airbnb, Vrbo and other rental platforms are built on the basis of trust and reputation. It’s so important that you set a really good example of yourself as a guest during your first booking. That first positive feedback will be your guaranteed pass to enjoying all the platform has to offer.
Just make sure you stay a golden guest for all your subsequent stays too!
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