Since it’s launch in 2008, Airbnb has provided a marketplace where hosts can rent out the largest asset they own: their home.
This has enabled hundreds of thousands of hosts across the world to earn supplemental income. And this is fantastic!
What convinces complete strangers to rent out such a personal aspect of their lives? Ratings and reviews.
On Airbnb, guests and hosts can rate each other based on the level of service they received throughout the transaction process. This is an amazing accountability system, and without out it, Airbnb would be the wild west.
Let’s face it, as with any business, all reviews won’t be glowing. With more bookings and guests renting out your property, there are more things to do to keep it in top shape and keep guests satisfied. It’s easy to drop some balls as a host. Other times, a guest may have a bad vacation experience and decide to take it out on you through a bad review. It’s human nature. It’s simply business.
It’s easy to drop some balls as a host. Other times, a guest may have a bad vacation experience and decided to take it out on you through a bad review. It’s human nature. It’s simply business.
It’s human nature. It’s simply business. Getting a bad Airbnb rating is inevitable.
So what do you do when one day you wake up to that one-star rating?
You are probably mad about the negative review, and that’s understandable. And maybe you are justified; you have done everything to keep the rental in top condition and keep your Airbnb guests satisfied.
Then you are slapped in the face with the unfavorable review! It’s easy to lash out and complain in anger.
In most cases, this will do more harm than good. Take some time off before you respond to a bad rating. Think and craft your response objectively.
Many business misunderstandings boil down to poor communication. Armed with that knowledge, reach out to your guest and apologize for their bad experience.
Be appreciative of their stay with you. Remain professional at all times and try to understand their frustrations. You can request the guest to remove the bad review from your listing. Or adjust it.
You can communicate through your review as well, telling the renter what you did to try and make their stay the best possible. Others will see your back and forth with the renter and know you took the high road.
Explain your case as best as you can and how all your previous good ratings are indicative of your commitment to quality.
Sometimes feedback can be legitimate, no matter how hard it is for us to swallow. Use their feedback to change and improve what they were unhappy with about your property.
Sometimes a fresh set of eyes might reveal flaws with your hosting and the property itself. Ask someone you trust and who is likely to give impartial feedback.
They might agree with you that the negative rating was undeserved or point out areas that you need to improve on.
A different person will give you the objectivity you need in dealing with an adverse Airbnb review.
OK, you’ve taken your mandatory 24-hour cooldown period? It’s time to write a response to that bad Airbnb review. Remember, that the response will be a permanent record on your Airbnb listing.
Keep it professional and courteous. Use it to allay fears of potential guests.
Demonstrate that the problems cited were one time and have been resolved. Negative reviews are a bad thing for any business, but a solid and reasonable rebuttal will soften the blow and portray you as a serious and concerned host.
Good thing for you, Airbnb is a two-way street. You can review your guest!
Again, it’s best to be as courteous and as professional as possible. Appreciate their stay with you and acknowledge their frustrations.
Take responsibility if it’s something genuine and assure future guests that any issues have been resolved.
Let’s face it, bad Airbnb reviews happen to the best of us, no matter how good we are.
They are a builder of character and reputation online. As an Airbnb host, you are a small business owner. Learn to handle negative reviews with grace and flair and use the feedback to make improvements for future guests.
Learn to handle negative reviews with grace and flair, and use the feedback to make improvements for future guests.
Glenn Carter is a sharing economy expert and is sharing his passion for side income through new digital platforms with his readers.