Responding to reviews good and bad...

[Philip Wrigley]

When we first started out in STR, I definitely underestimated how much review responses matter. Not really for the guest who already stayed, but for the next person reading them before booking. I also had an issue with taking reviews REALLY personally.

One mistake I see a lot, and honestly have made myself, is getting too defensive. We once had a guest leave a rough review after I questioned the condition a property was left in after checkout. I remember typing out this massive response explaining every detail and then realizing it just sounded argumentative. Most future guests are not looking for the full story. They just want to see that you are reasonable and professional.

I also think operators often overexplain. I used to write long responses about policies or community rules, especially at homes in The Galena Territory where guests sometimes get confused about things like trash collection or HOA rules. In reality, shorter responses almost always come across better.

Another thing I have noticed is that generic replies feel very obvious. People can tell when every response is copied and pasted. Even just adding one small personal detail about someone’s stay makes it feel much more genuine. And this is something I know I have to work on.

I still think the best review responses are the ones that sound calm, human, and not overly polished. That usually leaves the strongest impression. What are everyone's thoughts?

[John Underwood]

I agree to make calm factual replies.

If there was a problem explain that it is now resolved.