Vacation rental owner?
The ultimate guide to handle a negative review
You’ve worked so hard, cleaned, communicated promptly, answered questions and overall done your best to make your guests feel welcome and happy. Still, the guest rewards you with a bad review. There is nothing more frustrating than a guest not appreciating your efforts and only focusing on the minor flaws. But negative reviews aren’t the end of the world. Here are some tips to handle bad reviews:
Bad reviews are a part of the vacation rental business
Accept that bad reviews are a part of running a rental business. It’s just impossible to satisfy every taste, need and expectation and some people are just mean and difficult. If you’re renting frequently a bad review will appear sooner or later. It’s simply a part of running a rental business and you’ll see that even top 5 star hotels receives bad feedback now and then. Once you accept this it will be much easier to handle negative feedback.
Read also: Do you own a vacation rental? 10 websites vacation rental owners can advertise at no cost.
Always respond to your reviews
Most vacation rental sites give you the chance to respond to reviews. Don’t waste this golden opportunity to tell your side of the story. If you only respond to the bad reviews, these reviews will stand out, for this reason you should always respond to your reviews, both positive and negative. This will show other potential guests you care about your guest’s opinions.
Receiving your first negative review can come as a bit of a shock, especially when you’ve tried so hard with your guests. When you receive a negative review, especially the ones that aren’t entirely true or don’t portray you fairly, it is best to wait and respond when you’re not frustrated or upset. Wait until you’ve calmed down to reply, so that you come across as cool and collected.
Stay positive. Always thank the guest for renting and welcome them back. Tell them you’re appreciating the feedback. This way you’ll come across as a generous person despite the fact you’re received a bad review. If the guest mentions any positive aspects, focus on these first. Then dive into the negatives, explaining your side of the story. Keep it short and consistent.
Sort out misunderstandings
If the guest has misunderstood something or didn’t read the manuals properly, make sure to explain how things work, this will be useful also for future guests.
Read also: Get more bookings with Airbnb SEO
Refresh the guests memory
When you reply to a bad review, don’t forget to remind the guest of any work you did to resolve the issue while they were at your vacation rental: any communication that happened; the compensation (if any) that was offered; and the solutions that were presented.
Read also: Would you like to contribute to this blog? Guest bloggers wanted.
Communication is the key
It’s every vacation rental owner’s worst nightmare when guests wait until they write their review to mention their bad experience. If this happens, explain in a friendly manner that if these issues had been reported during the guest’s stay, there were measures you could’ve taken to help make their vacation a more positive experience. To avoid this happening altogether, ensure that you make it clear from the beginning of the stay that if any problems should occur, your guest must contact you – no matter how small the issue. Personally I always contact the guest one or two times during his / her stay to make sure if everything is okay, this way I can often resolve issues before it's too late.
Don't rush it
Some vacation rental sites, such as Airbnb, has a mutual review period. If you’re expecting a bad review (if the guest has already complained or if you feel that something went wrong during their stay), wait as long as possible to review the guest. If the two-week mutual review period expires, problem solved. If you receive a review, wait as long as possible to review the guest back, this way it will take some time before the possible bad review appears on your listing.
We hope you find this tips useful. See our other articles for Airbnb hosts here.
About the author:
This article is written by Jan Y Jordet. Im a passionate vacation rental owner with more than 5 years experience. I'm always trying my best to make my guests feel comfortable and I'd like to exchange experiences and tips with other hosts. I'm also a professional web analyst and SEO expert.
Follow me on twitter: @jan_jord
Do you have any questions about hosting? Contact me here: Jan Y Jordet bio contact page
Vacation rental and Airbnb news
Halloween nights don’t get much spookier than this. You can now sleep like Dracula at a Castle in Transylvania, Romania. Earlier this month, Airbnb announced that Bran Castle in Romania, also known as “Dracula’s Castle”, would be listed on its website for the night of October...
Yourporter has just launched a new app checking your Airbnb's ranking position in search. See also: 10 Airbnb SEO tips to improve your Airbnb ranking position The app was recently launced and you can get a detailed report on your Airbnb's ranking position on a daily or weekly...
Regulators have forced Airbnb to rectify a major flaw in its customer review system which meant that until now some of the worst listings have escaped bad reviews. Currently, guests who decide to cancel their stay or leave early because the apartment or house is a bit of a dump cannot automatically...
I just used Airbnb as a guest recently and one change I noticed is that when writing a review, Airbnb is explaining what each star means as follows: 1 star = Terrible 2 Star = Bad 3 Star = OK 4 Star = Good 5 Star = Great
"Airbnb is close to launching a new service that will match guests with quality-inspected home and apartment rentals. The product is intended to attract higher-paying travellers who have yet to use Airbnb because they prefer the amenities guaranteed by fancy hotels, said three people familiar with...
Airbnb is introducing new rules for instant book: Improved calendaring — giving hosts with multiple listings (for example, a host with a listing for an entire home and a separate listing for a room inside that home) controls to link their Airbnb calendars and prevent double-bookings, as well...
"Is there room for smaller, more focused Airbnb competitors? French startup Misterb&b thinks so as the startup just raised $8.5 million from Project A and Ventech to build an apartment renting platform focused on the LGBTQ community. As the name suggests, Misterb&b started with a focus on...
Airbnb is standardizing the check-in process to make it way less confusing "Airbnb is rolling out a new check-in instructions tool to streamline and improve guest arrivals. Now, guests of hosts who opt in to the new tool will receive clear, visual, in-app step-by-step guides on what to...
Airbnb increases fees for hosts and changes it's cancellation policies. In short, what is going to happen is the following: The Moderate and Strict policies (less favourable to the guests), will be accompanied by an increase in host service fees, from 3% to respectively 4% and 5% to...
Airbnb business travel is now ready Airbnb has just launced its new thing: Airbnb for business. Airbnb is now targeting business travellers and listings eligible to meet those travellers requirements can now "upgrade" to get the Airbnb business badge. To get the airbnb...
Tools for Airbnb hosts
Get your own professional website for your vacation rental. With an independent website you can take direct bookings and avoid fees (most vacation rental sites such as Airbnb, Tripadvisor or Booking takes up to 20% on top of your price, imagine if you could keep this cut yourself). There are...
It's a proven fact that people are more likely to click on and book the listings appearing first after they have made a search on Airbnb. And with 100's or even 1000's of Airbnb listings in the most popular areas, and more listings added every week, you better stay ahead of your...
Did you know there are several ways to make money on Airbnb without owning any residential property? You can rent / lease a property from someone else and rent in on Airbnb You can co-host for another Airbnb user Airbnb also let people earn money on experiences You can become an...
Airbnb tips blog
If you're willing to pay up to $10 000 for an overnight stay at an Airbnb, you should consider the following listings:
The airbnb superhost requirements explained the easy way: Hosted at least 10 trips You must have a 90% response rate or higher Received a 5-star review at least 80% of the time you’ve been reviewed, as long as at least half of the guests who stayed with you left a review Less than 1...
Airbnb SEO tips and strategies - the ultimate guide. Updated August 2019 Do you want more bookings from Airbnb? It’s easier than you think. In this article I’ll show you how to get more bookings from Airbnb by optimizing your Airbnb listing for search, also called Airbnb SEO...
The 2019-2020 Guide to Vacation rental Marketing is now out. More than 1,000 hosts have already put these tips into action and are seeing real results. Tons of tips to increase your revenue and marketing strategies. Read the practical manual here.
Airbnb blogs are a great source to knowledge. Learn from experienced hosts and stay updated on what's going on in therapidly changing vacation rental industry. Top Airbnb blogs we recommend to follow: Lodgify LodgifyLodgify is full of insightful tips and tricks to...
You’re passionate about the vacation rental industry and understand that it can be a very lucrative space to play. Who doesn’t enjoy,residual income. And as a zealous traveler you have a knack and keen eye for what people want. NOW discover a fantastic opportunity with coFounder Club...
We’ve all experienced the phenomena before. You spend some time in a hotel and come away feeling like you’ve slept better during your stay than you ever have in your own bed. You’re rested, relaxed, more zen and you’d like to keep it going. So you take a picture of your pillow tag, you talk...
The Airbnb Keyword Search is gone. Airbnb wants people to view more properties which is good for analytics and good for generating serendipitous sales because people get incentivised with different locations rather than solely relying on features. Security and/or privacy could...
What will Airbnb guests expect from my property? If you are looking to be a great Airbnb host and ensure your guests have a comfortable stay, there are a few key things that you should try to provide for them. Although some of the things in this list may appear obvious, it is...
Author bio: Guest post contributed by the Downlite Bedding team. Downlite designs, manufactures, and markets comfort bedding for major hotel chains, airbnb hosts, and consumers. The family-owned business is an industry leader with three generations of product-knowledge and experience. After...