How to Get Good Reviews on Airbnb, Booking.com, and VRBO as a Host

As a host on platforms like Airbnb, Booking.com, and VRBO, positive guest reviews are essential to your success. Reviews not only shape your online reputation but also drive bookings, as guests are more likely to choose a property with a history of high ratings.

With so much competition in the short-term rental market, knowing how to consistently receive good reviews can give you a significant edge. This guide will cover everything from setting clear expectations to handling special requests and in-stay issues, ensuring your guests have an exceptional experience.

Managing Guest Expectations Before Arrival

The foundation of a good guest review is laid long before the guest checks in. A key factor in earning positive feedback is managing expectations effectively. Ensuring your guests know exactly what to expect from your property will help avoid misunderstandings and disappointments.

Accurate Property Listings 

Start by making your listing as clear and accurate as possible. Include detailed descriptions of the space, facilities, and location. Be transparent about any potential drawbacks (e.g., proximity to a busy road or no lift in the building), so guests aren’t caught off-guard.

High-Quality Photos 

Use high-resolution photos that accurately depict the size, layout, and décor of the space. Avoid over-editing images, as this can lead to unmet expectations when the guest arrives.

List All Amenities 

Make sure your property’s amenities are clearly listed. Are toiletries provided? What about kitchen essentials? Let guests know if Wi-Fi is fast and reliable, if there’s air conditioning, or whether parking is included. Including this information upfront can prevent negative reviews over perceived missing features.

House Rules and Policies 

Make your house rules easy to understand. Be clear about check-in and check-out times, noise restrictions, or any rules regarding pets or smoking. Guests appreciate knowing these details in advance, which helps to avoid confusion and potential conflicts later on.

Communication: Keeping Guests Informed and Happy

Effective communication is another critical factor in securing positive reviews. Guests expect clear, polite, and prompt communication throughout the booking process and their stay.

Prompt Responses 

Whether answering a booking inquiry or responding to a question during a guest’s stay, being prompt is key. Ideally, respond within an hour if possible. Fast responses show professionalism and signal to guests that you’re available if any issues arise.

Proactive Communication 

Send a message a few days before the guest's arrival with any key information, such as how to access the property and check-in procedures. You can also use this opportunity to remind them about nearby amenities or popular attractions. A personalised message makes guests feel welcome and sets a positive tone before they even arrive.

During-the-Stay Communication 

While you don’t want to be overbearing, checking in with guests during their stay (usually within 24 hours of their arrival) to see if everything is satisfactory is a good practice. It shows attentiveness and gives them the chance to address any minor issues before they become a bigger problem.

Clear and Simple Check-In Instructions

Guests’ first impression of your property will often be formed during the check-in process. A smooth and straightforward check-in sets the tone for the rest of their stay and will help you

Provide Detailed Instructions 

Make sure your check-in instructions are clear and easy to follow. Outline whether there’s a self-check-in option or if someone will meet them. Include any access codes, key pick-up points, and directions to your property. A visual aid, such as a map or photos showing the key locations, can help avoid any confusion.

Flexibility Where Possible

Where feasible, offer some flexibility with check-in times. If you cannot accommodate early arrivals, suggest nearby cafes or attractions where they can spend time if they arrive before the property is ready.

Contact-Free Check-In Options 

Offering a contactless check-in option can appeal to guests who prefer privacy or flexibility. Automated check-ins, via smart locks or key boxes, not only make the process smoother but also provide convenience for late-night or early-morning arrivals.

Handling In-Stay Issues Effectively

No matter how well-prepared you are, in-stay issues can arise. The key to managing these successfully is having a robust process in place to resolve problems swiftly and efficiently.

Encourage Guests to Report Issues Early 

Make it clear that guests should notify you of any problems as soon as possible. This can be communicated through a welcome note or message once they’ve checked in. Let them know that you’re eager to resolve any issues quickly to ensure their comfort.

Have a Resolution Plan 

Ensure you have a process for dealing with common issues like Wi-Fi problems, heating, or appliance malfunctions. Know who to contact for quick repairs and keep a list of trusted local service providers on hand. In many cases, a prompt and polite response can salvage a potentially negative situation.

Follow-Up 

After resolving an issue, follow up with the guest to confirm that everything is to their satisfaction. This demonstrates care and commitment to their comfort, often turning a negative situation into a positive one.

Handling Special Requests

Guests often have special requests that can impact their experience. Successfully handling these can be a differentiator for your property and improve your chances of receiving a glowing review.

Early Check-Ins and Late Check-Outs 

Whenever possible, accommodate requests for early check-ins or late check-outs. If your cleaning schedule doesn’t allow for flexibility, explain this politely to guests and, if relevant, offer an alternative, such as luggage storage or a recommendation for nearby facilities where they can relax until the property is ready.

Luggage Storage 

If you can’t accommodate early arrivals or late departures, offering luggage storage is a great alternative. If you don’t have the space, consider partnering with a nearby business or suggest local services that can assist. It’s a small gesture, but one that can make a significant difference to the guest’s overall experience.

Additional Amenities and Value-Added Services 

Consider offering additional services, such as airport transfers, breakfast packages, or local tours, either as paid extras or complimentary perks. Tailoring some value-added services to your guests' needs can significantly elevate their experience and lead to better reviews.

Personal Touches and Going the Extra Mile

A personalised, thoughtful approach can help you stand out and increase your chances of receiving five-star reviews. You not only want your guests to feel valued on arrival, but you want them to consider you for their next stay when they are in the area again.

Welcome Gifts

A small welcome gift, such as a box of chocolates, local snacks, or fresh flowers, is a lovely surprise for guests. It’s a relatively low-cost way to make them feel valued and sets a positive tone for their stay.

Local Recommendations 

Provide a guide with recommendations for local attractions, restaurants, and activities. Tailoring this to your guests (for example, families, couples, or solo travellers) can show that you care about their experience beyond the accommodation itself and will help you support the local community.

Help Them Celebrate Special Occasions 

If a guest mentions they’re visiting for a special occasion, like a birthday or anniversary, consider adding a thoughtful touch, such as a card or cake. This extra attention to detail can make a lasting impression.

Encouraging Reviews

At the end of your guest’s stay, a friendly nudge can encourage them to leave a review, which is crucial for building your online reputation.

Send a Friendly Follow-Up 

After check-out, send a polite message thanking the guest for their stay and inviting them to leave a review. Keep the tone light and appreciative, and ensure the process is simple by providing a direct link to the review page.

Request Feedback 

If you suspect there were any issues during the stay, invite the guest to provide private feedback rather than addressing it in their public review. This can help you improve for future guests while potentially mitigating negative feedback.

Respond to Reviews 

Show appreciation for positive reviews and address negative ones with professionalism and care. Even a poor review can reflect well on you if you respond thoughtfully, showing future guests that you take feedback seriously and are dedicated to improving.

Securing good reviews on Airbnb, Booking.com, and VRBO as a host isn’t just about having a great property; it’s about delivering an exceptional guest experience from start to finish. By managing expectations, communicating clearly, providing an easy check-in process, and being proactive in handling in-stay issues, you can foster positive guest experiences that lead to five-star reviews. Going the extra mile with personal touches, handling special requests with ease, and encouraging feedback will all help build your reputation and increase your bookings, setting you up for long-term success in the short-term rental market.