FAQs
FAQs about responding to reviews
When responding to a good review, start off by thanking them for their comments. Also, let them know you appreciate the time they took to write a review and how much you value their feedback. Showing appreciation helps build customer loyalty and attract new customers.
How to dispute a review on Airbnb? ›
When you dispute a review, we'll ask you to provide evidence, such as photos or message threads with guests. Your evidence will need to demonstrate that a serious policy violation happened. It must be clear that reporting the policy violation to Airbnb and/or the guest likely led to the retaliatory review.
How do I respond to a review on Airbnb as a host? ›
You need to log into your account via a browser (not using the Airbnb app) to respond to a review.
- Tap Profile > Reviews.
- Tap Reviews about you.
- Go to the review you'd like to respond to and tap Leave public response.
- Write your response and tap Submit.
Can you get a review removed from Airbnb? ›
Airbnb's policy doesn't allow hosts to delete critical reviews submitted by guests. Hosts do have the option to request the removal of a review, but Airbnb will only take action if the review violates their policies.
How to respond to a bad review example? ›
Hello [NAME], My name is [Name] and I am the [manager/owner] here at [Company]. I'm sorry to hear about your disappointment with us and I would like to personally assist you with making things right. I will reach out today to discuss, or you can contact me directly at [phone/email] if it's more convenient.
How do I respond to a performance review? ›
Here are 8 tips you need to know to handle your review with poise and efficacy.
- It's not school anymore. ...
- Don't take it personally. ...
- Feel the emotion. ...
- Ask for time to reply. ...
- Craft your response and ask questions if it's appropriate. ...
- Get a 2nd opinion. ...
- Let it go. ...
- Develop a plan.
How to dispute a bad review? ›
To flag an inappropriate third-party review, contact the third-party provider directly. To go to the third-party website, click the reviewer's name. Soon after the provider removes or changes the review on their website, the update will show on your Business Profile.
Can Airbnb hosts retaliate for bad reviews? ›
Reviews should be unbiased
Members of the Airbnb community may not coerce, intimidate, extort, threaten, incentivize or manipulate another person in an attempt to influence a review, like promising compensation in exchange for a positive review or threatening consequences in the event of a negative review.
Can I take back an Airbnb review? ›
Removing a review
You can't remove a review written about you or your home, but you can report it to us if you think it violates our Reviews Policy. We believe that each party has the right to have their case reviewed by separate agents, but Airbnb will not review the case more than twice.
What happens if you get a bad review on Airbnb? ›
A negative review does not make you a bad host, but it might bring down your overall host rating, and that could be a much bigger issue. In the same way that one or two positive reviews won't make you a Superhost, one negative review won't make your business fail.
Your detailed ratings for past stays, as well as your overall category and averaged ratings across stays, can only be read by Hosts when you request or book a stay with them in the future. Categories with positive ratings (4-5) will be displayed with a check mark and negative ratings (1-3) with a warning icon.
Can you hide a bad review on Airbnb? ›
You can't actually “hide” a bad review. The only way to remove it is to prove Airbnb that the guest violated their content policy. For example, such actions of your guest as demanding something for a good review or revealing the exact location of the listing are the grounds for review removal.
How do I delete a response to an Airbnb review? ›
Respond to a recent review
Your response will be posted immediately, and you can't edit it after that—so take your time and really think about what you want to say.
What is the dispute policy for Airbnb? ›
If a Host and guest can't reach an agreement
Issues must be reported to Airbnb within 72 hours of discovery to be eligible under our Rebooking and Refund Policy. From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.
What is an example of a good response to a positive review? ›
“Thank you so much for taking the time to leave us feedback.” “Is there anything we can do to improve?” “We hope to see you again soon!” “We're really grateful and appreciate you taking the time to share your rating with us.”
How do you respond to a 5 star review professionally? ›
Positive Review Response Example for a 5 star review
"Hi [Reviewer's Name], Thank you for taking the time to leave us a 5-star review. We're so glad to hear that you were satisfied with our [service provided]. Our team is committed to delivering high-quality service, and your feedback is a great encouragement to us.
How do I properly respond to feedback? ›
Here's a step-by-step guide on how to do so, complete with illustrative examples.
- Step 1: Keep your composure. ...
- Step 2: Clarify the feedback. ...
- Step 3: Accept and take accountability. ...
- Step 4: Offer a solution or seek advice. ...
- Step 5: Express your gratitude. ...
- Step 6: Reflect and learn. ...
- Step 7: Follow up. ...
- Step 8: Adopt the feedback.
How do you respond to a reviewer? ›
How I respond to peer reviewer comments
- Be polite, grateful, and professional, even when you think a reviewer is wrong.
- Never assume a reviewer is “stupid” or a nonexpert.
- Respond to ALL queries and ALL author instructions.
- Provide thorough responses—do not leave any stone unturned.