Dealing with negative reviews on Airbnb

Like several platforms in various sectors of the market, Airbnb also has its own rating system, rewarding hosts with the highest ratings with greater visibility. It is important to know that it is common to receive negative reviews for a variety of reasons, however, it is also important to know how to deal with them. In this article, we will give you some tips and guidance on how to act correctly when receiving negative reviews on your seasonal property!

Keep calm and respond professionally

When comparing yourself to a negative review, it's crucial to remain calm before responding. Impulsive responses can make the situation worse. Instead, take a deep breath and respond in a professional manner. Thank the guest for their feedback and address concerns constructively, highlighting what actions have been or will be taken to resolve the issue.

Additionally, a negative review can have a huge impact on how you view your job as a host. Try to hold on to the positive comments, and work hard to resolve the issues that resulted in the negative comments.

Highlight that you solved the problem in the response to the guest

All reviews of your property are public, so everyone can see the negative review published in your ad; but they can also see that you have solved the problem.

It's important to resolve the problem as quickly as possible, even if it's something as minor as a burned-out lamp or something more extreme like a broken refrigerator. After the procedures, don't forget to inform the guest that the problem has been resolved so that everyone knows that you dealt with the adversity quickly and responsibly towards the guest.

Seek positive reviews proactively

In many cases, a seasonal property has a much higher number of positive reviews than negative reviews, and this helps to minimize the impact that a negative review has on your listing. Therefore, it is important to create a welcoming environment during the stay and guest service that encourages positive feedback.

According to a survey carried out by Airbnb itself in 2023, guests who feel welcome and comfortable in a seasonal property tend to give more positive and detailed reviews than those who don't feel that way.

At Meu Anfitrião, we take care of listing your property in detail, and this also includes checking guest feedback to maintain the good reputation of your home and our company. Contact us if you own a property and want to monetize it on platforms like Airbnb.

Meu Anfitrião, your home in good hands!