Handling Negative Reviews on Airbnb and VRBO

As a host on Airbnb or VRBO, you know that getting positive reviews is essential for attracting new guests and maintaining a high occupancy rate. But what happens when you get a negative review? It can be tempting to ignore it or lash out at the reviewer, but doing so will only make the situation worse. Instead, take a deep breath and follow these tips for handling negative reviews on Airbnb and VRBO.

1. Stay calm and professional

When you receive a negative review, your first instinct may be to get angry or defensive. But it’s important to remember that the reviewer is just expressing their opinion, and they may not have all the facts. If you respond in a negative or unprofessional way, you’ll only make the situation worse.

Instead, take a deep breath and try to stay calm and professional. This will help you to think clearly and respond in a way that is both respectful and helpful.

2. Respond promptly

The sooner you respond to a negative review, the better. This will show the reviewer that you are taking their feedback seriously and that you are willing to address their concerns.

When responding to a negative review, be sure to:

• Thank the reviewer for their feedback.
• Acknowledge their concerns.
• Explain your side of the story.
• Offer a solution to the problem.

Be sure to keep your response professional and polite, even if the reviewer was not.

3. Offer a solution

If the reviewer is complaining about a specific issue, such as a problem with the property or the service you provided, offer to resolve the issue. This could involve refunding the reviewer’s money, offering them a free stay, or sending them a gift card.

By offering a solution, you can show the reviewer that you are committed to providing excellent customer service and that you are willing to go the extra mile to make things right.

4. Ask for feedback

After you have responded to the negative review, ask the reviewer if they would be willing to provide you with some feedback on how you can improve your service. This feedback can be invaluable, as it will help you to identify areas where you can improve your business.

When asking for feedback, be sure to:

• Be specific about what you are asking for.
• Be open to feedback, even if it is negative.
• Thank the reviewer for their feedback.

5. Use negative reviews to improve your business

Negative reviews can be a valuable learning opportunity. By taking the time to understand the reviewer’s concerns and address them, you can improve your business and provide a better experience for your guests.

Here are some ways to use negative reviews to improve your business:

• Identify areas where you can improve your service.
• Develop a plan to address these issues.
• Implement the plan and track your progress.
• Ask for feedback from your guests to see how your improvements have made a difference.

By following these tips, you can turn negative reviews into a positive opportunity to improve your business and provide a better experience for your guests.

Conclusion

Negative reviews are a fact of life for any business, but they don’t have to be a negative experience. By following these tips, you can turn negative reviews into a positive opportunity to improve your business and provide a better experience for your guests.

Here are some additional tips for handling negative reviews on Airbnb and VRBO:

• Don’t delete negative reviews. Deleting negative reviews will only make you look bad and will not prevent future negative reviews from being posted.
• Don’t respond to every negative review. Only respond to reviews that are factually inaccurate or that contain threats or insults.