How to Respond to a Bad Review on Airbnb, Booking.com, and Vrbo: A Guide for Hosts
Receiving a bad review on platforms like Airbnb, Booking.com, or Vrbo can feel like a personal attack, but it's important to remember that it's not. It's business. While negative reviews are never pleasant, they can actually present an opportunity for you to showcase your professionalism, highlight what went right, and clarify any misunderstandings.
Today, we will walk you through how to handle bad reviews strategically and diplomatically and how to turn them into a chance to shine.
Why Responding to Bad Reviews Matters
Before diving into how to respond, it’s worth understanding why replying to negative feedback is essential. Guests considering booking your property will likely read both reviews and responses. A well-crafted, calm, and factual reply to a bad review can demonstrate that you are a professional, reasonable, and responsible host.
In fact, your response can be as important as the review itself. It allows you to:
Set the record straight by explaining any omissions or misrepresentations in the review.
Showcase your dedication to customer service and willingness to address problems.
Highlight your policies, rules, and expectations, reinforcing what is and isn’t acceptable at your property.
Clarify the actions you took to resolve the situation, showing how the guest’s complaints may be unfounded or unreasonable.
Let’s explore how to respond effectively on three major platforms: Airbnb, Booking.com, and Vrbo.
Responding to Bad Reviews on Airbnb
Stay Calm and Professional
It’s natural to feel upset or defensive when faced with a bad review, but your reply needs to remain calm and professional. Take time to cool off before writing your response so you can address the guest’s concerns factually and without emotion. Responding in anger will only make the situation worse and could drive future guests away.
Acknowledge the Guest’s Experience
Even if you feel that the guest is wrong, it's crucial to acknowledge their experience. A simple, “We’re sorry to hear that you didn’t enjoy your stay” is a great way to start. This shows future guests that you are respectful and attentive, regardless of whether the guest's complaints are justified.
Use the Opportunity to Present Facts
Often, guests focus solely on the negative aspects of their stay and leave out the positives or neglect to mention any efforts made to resolve their issues. This is where you can balance things out. For example, if a guest complained about the cleanliness of your property, and you offered a refresh clean but they declined, make sure to mention that in your response.
Example Response:
"We’re sorry to hear that you were unhappy with the cleanliness of the property. Upon receiving your feedback, we offered a refresh clean to address any concerns, but unfortunately, this offer was declined. As per our policy, we always strive to rectify any issues as soon as they are brought to our attention. We also ensure our property is thoroughly cleaned and inspected before every stay, and we encourage all guests to reach out to us during their stay so we can make things right immediately."
By doing this, you not only show potential guests that you were proactive but also highlight the fact that the guest had refused your efforts to resolve the problem.
Reinforce Your House Rules and Policies
Many bad reviews stem from a guest breaching house rules or not understanding the property’s policies. This is an opportunity for you to restate these rules clearly in your response. For instance, if a guest violated your policy on noise, pets, or extra guests, you can politely mention this in your reply to clarify why certain issues arose.
Example Response:
"We appreciate your feedback, but it’s important to note that our property has a strict no-pet policy, which was clearly outlined before booking. Unfortunately, during your stay, this rule was not followed, and it impacted the overall experience. We work hard to maintain our home to a high standard and ask all guests to respect the house rules to ensure a pleasant stay for everyone."
This type of response not only defends your position but also sets expectations for future guests who may be considering your listing.
Responding to Bad Reviews on Booking.com
Be Factual and Direct
Booking.com reviews are often shorter, and the platform is widely used by hotels and professional vacation rental managers. Therefore, it’s crucial to remain concise and to the point. Avoid getting into lengthy arguments or emotional responses, as Booking.com guests may scan reviews quickly when making decisions.
Address Key Points in the Review
Identify the main concerns raised in the review and respond to each one clearly and calmly. If the guest complained about something that was out of your control, such as external noise, it’s important to explain this without being dismissive.
Example Response:
"Thank you for your feedback. We’re sorry to hear about the external noise you experienced. While we do everything we can to ensure our guests have a peaceful stay, occasional noise from neighbouring properties or local events can sometimes occur, which is unfortunately outside our control. We always encourage guests to contact us during their stay if they have any issues so that we can assist in finding a solution."
Highlight Positive Aspects
Often, negative reviews only mention the bad, while ignoring the good. Use your response to highlight the positives of the guest's stay that may have been overlooked in the review.
Example Response:
"We appreciate your feedback and are glad you found the location convenient and enjoyed the comfortable bed. We take cleanliness very seriously, so we’re sorry to hear it didn’t meet your expectations on this occasion. As always, we encourage guests to notify us during their stay so we can rectify any issues straight away."
By doing this, you provide a more balanced perspective on the guest's stay.
Responding to Bad Reviews on Vrbo
Show Empathy and Understanding
Guests on Vrbo are typically looking for a home-away-from-home experience, so it’s important to show empathy in your response. Even if the guest’s complaints seem exaggerated, expressing understanding can go a long way.
Example Response:
"Thank you for your feedback. We’re sorry to hear that your stay didn’t meet your expectations. We understand how important cleanliness is, and that’s why we have a dedicated cleaning team who thoroughly clean the property before each guest’s arrival. However, we would have been happy to send the team back out to address any concerns had we been informed during your stay."
This response shows empathy while also subtly pointing out that the guest didn’t give you the opportunity to fix the problem.
Clarify Any Misunderstandings
If the guest's review contains inaccuracies or omits important context, gently correct these in your reply. This will help ensure future guests have a clear understanding of what to expect when booking your property.
Example Response:
"We appreciate your feedback and are glad you enjoyed the amenities and location. However, we do want to clarify that our check-in time is 3:00 pm, which is clearly stated in the listing. We understand that early check-ins are sometimes desirable, but we weren’t able to accommodate your request on this occasion due to back-to-back bookings. We always do our best to assist guests, but in this case, it wasn’t possible."
Reinforce Positive Aspects and House Rules
Vrbo guests often choose properties based on specific amenities or house rules, so it’s helpful to reinforce these in your response to show that your property is well-maintained and that rules are important for ensuring a good experience.
Example Response:
"We’re glad you appreciated the spaciousness of the property and the fully equipped kitchen. However, as noted in our house rules, quiet hours are from 10:00 pm to 7:00 am. This is in place to ensure all guests and neighbours have a peaceful experience. We ask that all future guests familiarise themselves with the house rules before booking."
This reinforces that the guest’s experience could have been better if the rules were followed, and it educates future guests on what is expected.
General Tips for Responding to Bad Reviews
Keep it brief: Don’t get drawn into long, defensive responses. Stick to the facts and be concise.
Avoid personal attacks: Even if the review feels like a personal attack, don’t retaliate. Stay professional and never insult the guest.
Be polite: Manners matter, especially in written communication. Always thank the guest for their feedback.
Highlight the positives: If the guest left out good things about their stay, make sure to mention them.
Stick to the facts: Provide a clear, factual account of the situation and explain what you did to address any issues.
Bad reviews are an inevitable part of being a host on platforms like Airbnb, Booking.com, and Vrbo. However, by responding calmly, professionally, and factually, you can mitigate the damage and even turn the situation to your advantage. Remember, people read bad reviews, but they also read the replies. This is your chance to shine by demonstrating your commitment to providing an excellent guest experience and reinforcing what makes your property great. With a thoughtful, balanced response, you can showcase your professionalism and help future guests make an informed decision when choosing to stay with you.
