Handling 1st Unfavorable Guest Review

Short-Term & Vacation Rental Discussions

Handling 1st Unfavorable Guest Review

Investor · Member since 2024 · 77 posts · 105 votes

This week I received my first negative review from a guest.

I understand that this is part of the business, but I'm just wondering what coping mechanisms does everyone revert to when this happens? Do the airbnb review descriptions really matter? I'm just starting out with my first STR so I'm really relying on good reviews and guest experiences to get more exposure on the listing platforms!

Edit: I'm removing details regarding my opinion of the guest/ review from my original post.

0 Reply

13 views

Most Popular Reply

Leora Merrell

Rental Property Investor · Member since 2019 · 276 posts · 235 votes

Without knowing the review details, I can’t give you any specific direction. I’ve had a few myself (it happens, especially when you get a crazy). Luckily, most of the time their review says a lot more about the guest than it ever would about any of my properties. I usually say something like, “we encourage future potential guests to read all other guest reviews of our property for an honest assessment of what to expect.” Or something like that. Simple yet effective.
If something truly was wrong that you could have prevented or handled a lot better, thank them for leaving a review, apologize, own up to the mistake you made, and explain how it’s fixed so it won’t happen to future guest. This response needs to be clear but brief. Do not write up an essay. No one will read it and you’ll come across as the crazy one and as super defensive.
Hope that helps! Thankfully, these are few and far between if you’re a good host and take care of your property. Don’t sweat it. It’s not worth it.

4 Reply

See this reply in the discussion

19 Replies

Jump to latestLatest

Sort by

Caroline Gerardo
Lender · Washington DC · Member since 2015 · 2k+ posts · 2k+ votes
2y
Not knowing what they said take it as an opportunity to fix and improve rather than they were difficult.
1 Reply
Erica Calella
OP
Investor · Member since 2024 · 77 posts · 105 votes
2y
Quote from @Caroline Gerardo:

Not knowing what they said take it as an opportunity to fix and improve rather than they were difficult.

Absolutely. I personally welcome the feedback as it can only help me become better at this.

I think there needs to be a degree of fairness/ principle here though. I am struggling with taking negative feedback constructively when it's not necessarily coming from a good place. That's really what I am looking for guidance on.

0 Reply
Caroline Gerardo
Lender · Washington DC · Member since 2015 · 2k+ posts · 2k+ votes
2y
If you think the review is 100% lies do not read it or write a rebuttal. Problem is the rebuttal brings more attention and clicks to the bad words.
It's like being a novelist and people write a review that they never read the book but don't like the genre (happened to me- better to understand that some people are negative and walk with your head high).
2 Reply
Andrew B.
Rockaway, NJ · Member since 2016 · 2k+ posts · 2k+ votes
2y
I'm not an STR owner, but a customer. When I look through bad reviews I'm usually less interested in the review and more interested in the owners response. If you own up to the problem and commit to fix it, that gives me confidence that the bad review wont be reoccurring. Of course, if it is something outside your control that can be trickier to deal with.
4 Reply
Leora Merrell
Rental Property Investor · Member since 2019 · 276 posts · 235 votes
2y
Without knowing the review details, I can’t give you any specific direction. I’ve had a few myself (it happens, especially when you get a crazy). Luckily, most of the time their review says a lot more about the guest than it ever would about any of my properties. I usually say something like, “we encourage future potential guests to read all other guest reviews of our property for an honest assessment of what to expect.” Or something like that. Simple yet effective.
If something truly was wrong that you could have prevented or handled a lot better, thank them for leaving a review, apologize, own up to the mistake you made, and explain how it’s fixed so it won’t happen to future guest. This response needs to be clear but brief. Do not write up an essay. No one will read it and you’ll come across as the crazy one and as super defensive.
Hope that helps! Thankfully, these are few and far between if you’re a good host and take care of your property. Don’t sweat it. It’s not worth it.
4 Reply
Erica Calella
OP
Investor · Member since 2024 · 77 posts · 105 votes
2y
Quote from @Leora Merrell:

Without knowing the review details, I can’t give you any specific direction. I’ve had a few myself (it happens, especially when you get a crazy). Luckily, most of the time their review says a lot more about the guest than it ever would about any of my properties. I usually say something like, “we encourage future potential guests to read all other guest reviews of our property for an honest assessment of what to expect.” Or something like that. Simple yet effective.
If something truly was wrong that you could have prevented or handled a lot better, thank them for leaving a review, apologize, own up to the mistake you made, and explain how it’s fixed so it won’t happen to future guest. This response needs to be clear but brief. Do not write up an essay. No one will read it and you’ll come across as the crazy one and as super defensive.
Hope that helps! Thankfully, these are few and far between if you’re a good host and take care of your property. Don’t sweat it. It’s not worth it.
That is great advice. I like to think most guests who do read reviews are reasonable people. This is a good strategy to turn a negative review into a positive result! Thank you!
0 Reply
Alex F.
Investor · Plymouth, MN · Member since 2020 · 157 posts · 102 votes
2y
There are various strategies on this. We only have 1 property with a perfect 5.0 and it is a matter of time before someone with unreasonable expectations gives us a 4 or lower.
The strategy we are taking is to use the rebuttal as a way to advertise the property. For example, recently we got a 4 because 'our closet was two small' and pool maintenance came at 1 pm. Our response stressed that we take great care of the pool with weekly maintenance, that they enjoyed having the temperature in the high 90s, and we are glad they liked all of our pool and beach supplies, etc.
3 Reply
John UnderwoodPro Member
Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
2y
Having an occasional negative review that you rationally address and fix makes your reviews look real as apposed to 100 all 5 star reviews.
4 Reply
Erica Calella
OP
Investor · Member since 2024 · 77 posts · 105 votes
2y
Quote from @John Underwood:

Having an occasional negative review that you rationally address and fix makes your reviews look real as apposed to 100 all 5 star reviews.

That is also a really great recommendation on how to reframe the situation. Thank you!!
0 Reply
Erica Calella
OP
Investor · Member since 2024 · 77 posts · 105 votes
2y
Quote from @Andrew B.:

I'm not an STR owner, but a customer. When I look through bad reviews I'm usually less interested in the review and more interested in the owners response. If you own up to the problem and commit to fix it, that gives me confidence that the bad review wont be reoccurring. Of course, if it is something outside your control that can be trickier to deal with.

Thank you so much!! Your perspective from a guest's POV is really insightful and appreciated!
0 Reply
V.G JasonPro Member
Investor · Member since 2022 · 3k+ posts · 3k+ votes
2y
You need to learn to not care and let go.
0 Reply
Collin HaysBusiness Member
Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
2y
A listing needs to have a few negative reviews, otherwise the integrity of the review system in general is called into question.
It's fine.
[email protected]806-672-7102
SMOKY MOUNTAIN FALLS INC.51 Review
Website View Page
1 Reply
Chai Xiong
Investor · Orlando, FL · Member since 2012 · 312 posts · 165 votes
2y
I wouldn't worry about it if you are good host it will average up
1 Reply
Luka Milicevic
Real Estate Agent · Nashville, TN · Member since 2015 · 2k+ posts · 2k+ votes
2y
@Erica Calella
Post the review so we can see and help out.
It sounds like it was truly a negative experience. I would more so worry about fixing the actual issue than dealing with the emotional aspect of it.
Deal with it by not letting it happen again is how I would do it....
1 Reply
Toni Escuder
Interior Decorator · Charlotte NC · Member since 2022 · 48 posts · 32 votes
2y
Being a business owner means dealing with difficult situations like this. We get really invested in our businesses and it's hard to not take it personally. I totally get it and sympathize! My advice would be to thank them for taking the time to provide the feedback and you'll use the information to improve your property and service for future guests.
As you continue with this journey, you will need to build up some skin to not let it bother you. I actually read somewhere recently that hosts should aim for a review average between of 4.6 and 4.8 ( or something like that) because only 5 star reviews means you are leaving money on the table and giving in to guests demands too often.

On the other hand, sometimes it irks me when I book a 5 star rated place and it's disgusting inside and the beds are awful. I am shocked sometimes at what some people think are 5 star worthy, lol.
1 Reply
Erica Calella
OP
Investor · Member since 2024 · 77 posts · 105 votes
2y
Quote from @Toni Escuder:

Being a business owner means dealing with difficult situations like this. We get really invested in our businesses and it's hard to not take it personally. I totally get it and sympathize! My advice would be to thank them for taking the time to provide the feedback and you'll use the information to improve your property and service for future guests.
As you continue with this journey, you will need to build up some skin to not let it bother you. I actually read somewhere recently that hosts should aim for a review average between of 4.6 and 4.8 ( or something like that) because only 5 star reviews means you are leaving money on the table and giving in to guests demands too often.

This is so true Toni. Thank you for making me feel heard and for the great advice.
0 Reply
Andrew SteffensBusiness Member
Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
2y
Echoing more of the same - We manage 65+ units ranging from $80 a night to $2,000 a night we typically get negative reviews on a monthly if not weekly basis. We reply to all of them, typically thanking them for their feedback and invite them back to give us a try in the future. Sometimes the review is warranted if they experienced some negatives during their stay, sometimes in our control and sometimes not. We got a 1 star review because it rained all weekend and they could not enjoy the beach. Since you obviously care a lot, I am sure your other reviews are great and it will affect your bookings 0%. I am a bit of a pizza snob and when I am in a new place I look for a good spot and if its rated 4.7% with 5 star after 5 star review and I see a random 1 star review saying the food was terrible, do you think I let that discredit all of the raving reviews before and after it? Of course not!
[email protected]813-563-0877
Vacation Rentals of Florida53 Reviews
Website View Page
2 Reply
Jon Martin
Member since 2022 · 1k+ posts · 1k+ votes
2y
Quote from @Toni Escuder:

I actually read somewhere recently that hosts should aim for a review average between of 4.6 and 4.8 ( or something like that) because only 5 star reviews means you are leaving money on the table and giving in to guests demands too often.

Most places I see in this range don't look so great and a quick scan through the reviews makes it easy to find what they are doing wrong. I would also disagree with the "demands", I can't think of any situation where I have given into a demand or unreasonable request and my rating is 4.99 with 70+ reviews.

That said I do agree that perfect ratings set off alarms for most, there have been studies with Amazon reviews about this. I would also agree that you probably don't want a 5.0 in the "Value" section on Airbnb, because if the guests think they are getting a deal then you are probably leaving money on the table.

As for the OP, apologize if it is a legitimate grievance and you are at fault, then explain how you will remedy the issue for future guests. If it's absurd, point out what was good about the place like the Pool Maintenance comment above. Keep it short and sweet. As time goes on, the bad reviews will sink further and further back and your service will improve.

Also- helps to check-in/follow up and humanize yourself with the guest throughout the process from post-booking through their stay. Especially important to send a message shortly after they check in to ask if there's anything I can do to make their stay better.
1 Reply
Sarah KensingerPro Member
Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
2y
It all depends on how many stars were left. 4-stars is not that big of a deal, but 3 and 2-stars can kill a listing in a hurry. If the guest has a valid point make some changes, and in the response acknowledge you we're unaware and plan to adjust. If there was no valid point but someone being vengeful, a professional response is the best way to head off any future guests that might think twice before booking your property. Chat GPT is a perfect way to reply to such situations without allowing emotions to get in the way.
We just had a similar situation so I understand how this can be. Some things are completely out of a hosts control, and guests just can't wrap their minds around it. If I knew what the review said I could give you points to reply on but just take what applies and respond accordingly.
[email protected]330-557-3021
2 Reply

Join the conversationCreate a free account to reply, vote on answers and follow this thread.