How to Respond to a Bad Guest Review: Tips and Real Examples

air bnb vacation

It’s every host’s worst nightmare: a bad guest review. Whether it’s a guest who left the place trashed or someone who was just generally difficult to deal with, getting negative feedback can be demoralizing and frustrating.

Airbnb guests are quick to leave reviews, both good and bad. Bad Airbnb guest reviews can be damaging to your business, but a well-crafted response can help to negate the effect.  

It’s important to remember that not all guests are created equal. Some will be more demanding than others, and some will be more reasonable. It’s important to take each review on a case-by-case basis.

Why keeping your guest rating at maximum is essential?

Your Airbnb ranking is based on reviews. The higher your ranking, the more likely you are to show up in Airbnb search results. And the more likely you are to get bookings, which means more money in your pocket.

A high rating on OTA sends a signal to potential guests that you’re a great host. It shows that you’re reliable and that guests can expect a good experience if they stay with you.

Quick tips for responding to bad airbnb guest reviews

There are a few key things to keep in mind about how to respond to bad Airbnb guest reviews:

1. Respond promptly

Show that you’re taking the review seriously and are interested in resolving any issues by replying to reviews as quickly as possible, preferably within 24 hours.  

2. Apologize

If the guest had a valid complaint, apologize for the inconvenience. If the complaint is unwarranted, you can still apologize for how the situation made them feel.

3. Take responsibility

Show that you care about your guests and their satisfaction, irrespecutful of who’s right. Acknowledge the reviewer’s concerns, but avoid getting defensive.

4. Offer a solution

If the guest had a valid complaint, offer a solution to make up for it. This will show your commitment to making things right. Provide a brief explanation of what you’re doing to rectify the situation. This could be a discount on their next stay or a credit towards damages.

5. Thank the guest

Even if the review is negative, thank the guest for their feedback. This shows that you value their opinion and want to improve your business.

By following these tips, you can turn a bad Airbnb guest review into a positive experience. You’ll show future guests that you’re a responsible and caring host and that you’re always looking to improve your business.

Good real-life examples to answer generic bad reviews

“Not recommended.”
We appreciate the feedback and we are constantly trying to improve our short-term rental and our services. Your reviews help us do that. If you have any specific concerns or suggestions, please don’t hesitate to reach out to us at xxx@email. We would love to hear from you. Thank you for your time and for writing this review.
“I won’t book it again.”
Thank you for your feedback. We’re sorry to hear that you didn’t enjoy your stay with us. We would love to speak with you further about your experience and see how we can make it right. Please reach out to our Guest Services team at and we’ll be in touch shortly. Thank you for your time and we hope to have the opportunity to welcome you back in the future.
“3-star reviews on Airbnb”
We always appreciate feedback – both positive and negative. It helps us to improve our short-term rental and our services and make sure that we are meeting the needs of our guests. If you have any issues with your stay, please let us know via xxx@email so that we can address them as quickly as possible. And if you enjoyed your stay, please give us a 5-star rating. Because Airbnb considers anything below 4.6 a negative review. Thank you for taking the time to write this review.

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