Mastering Airbnb Reviews & Responses: The Property Manager's Quick Guide (With Examples)

Running vacation rentals or distributing hotel rooms on Airbnb? Let's talk about something that can have a substantial impact on your business - guest reviews.

They're not just digital feedback; they're your property's reputation in the wild world of short-term rentals. Let's dive into what really matters when handling Airbnb reviews.

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Understanding Airbnb reviews & How They Impact Your Listing

Unlike traditional hotel bookings, community experiences are woven into Airbnb's DNA. Guests can review the stay AND hosts can review the guests.

Each review shapes how future guests imagine their stay, creating a cycle of trust and expectations.

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The impact is clear:

• Properties Rated 4.8+ get prime visibility in search results
• 81% of travelers read reviews before booking
• Your Superhost status depends on consistently great reviews, which can lead to 22% more bookings or higher.
• Better ratings often mean better revenue and higher growth
• Each positive review builds trust with potential guests

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How Airbnb Reviews Stand Apart From Other Booking Sites

Unlike other OTAs and review sites, such as Booking.com, and Expedia, Google, complete community experiences are woven into Airbnb's DNA. Each review shapes how future guests imagine their stay, creating a cycle of trust and expectations, between host and guests.

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Airbnb Reviews vs Other OTA Reviews: Key Differences

In the world of short-term rentals, not all review systems are created equal. There are key differences in review systems:

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Airbnb Reviews

- Two-way review system (hosts review guests too)

- 14-day window to submit reviews

- Reviews are published only when both parties submit or the time expires

- More personal, experience-focused feedback

- Impacts Superhost status and search ranking

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Other OTAs and reviews sites (Ex: Booking.com, Expedia, Google etc)

- One-way review system (guests only)

- Automated review requests post-stay

- Reviews publish soon after submission

- Focus on facility and service quality

- Numeric ratings for specific categories (cleanliness, location, etc.)

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Airbnb's Rules For Reviews: The Basics

Airbnb takes authentic reviews seriously, and so should you. Some key points to remember:

- Only actual guests can leave reviews

- Reviews must be honest and unfiltered

- No bribing guests for good reviews (yes, that includes offering discounts!)

- Each review must be based on a real stay

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Who can write reviews on Airbnb? Both Host and Guests

The review process is straightforward but time-sensitive. After check-out, both the host and your guest have 14 days to share your experiences. During this period, Airbnb will send friendly reminders to both parties to complete their reviews.

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Here's the interesting part: reviews stay private until one of two things happens:

• Both host and guest submit their reviews
• The 14-day window closes

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This system ensures honest, unbiased feedback since neither party can see the other's review until after they've written their own or the time expires. 

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It's Airbnb's way of encouraging authentic, uninfluenced reviews from both sides.

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Pro Tip: Don't wait until the last minute to submit your review. Why? Prompt reviews show professionalism and encourage guests to reciprocate quickly.

How to see your Airbnb reviews as a host:

1. Once logged in to your Airbnb, navigate to your hosting page,
2. Click on Menu > Insights.
3. Click on Reviews,
4. Scroll down to the review and click “Read full review”
5. Click “Reply to [GUEST NAME]
6. Once done, Submit!

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Reporting or removing Airbnb reviews: The Airbnb Policy

Sometimes you'll get that dreaded notification - a less-than-stellar review. Don't panic! Here's what to do:

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Can you delete the review? No, but you can report a review.

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When Should You Report a Review?

Report the review, if:

- The guest never actually stayed

- They're making false claims

- The review contains inappropriate content

- It violates Airbnb's policies

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Learn specifics about Aibnb review policies and reporting reviews with real examples.

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How to Report It:

1. Jump into your Airbnb dashboard

2. Find the review in question

3. Hit up Airbnb's support chat

4. Have your evidence ready (guest communications, photos, etc.)

5. Be professional but persistent

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Note, Airbnb does not mediate any conflicts, instead, it allows hosts to respond to the review!

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Responding to Airbnb Reviews Like a Pro

Got a review? Whether it's glowing or glum, here's how to handle it:

The Good Reviews

- Thank them sincerely

- Mention specific things they appreciated

- Invite them back

- Keep it short, sweet and authentic!

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Positive Review Response: Key Elements

1. Be Authentic, Stay consistent: Builds trust through familiar, authentic communication with your brand voice.
2. Use guest's name: Makes it personal, shows you care about individual experiences
3. Reference specifics: Proves you read and value their unique feedback
4. Show appreciation: Acknowledges their effort; valued guests become loyal guests
5. Invite return: Turns feedback into future bookings through direct engagement
6. Sign personally: Creates human connection in digital interaction

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Examples of POSITIVE Review Responses:

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Guest Review: Loved, loved this place, just a beautiful view during sunset from the balcony. Highly recommended! Also, loved the little cafe next door, very friendly owner"

Response: Thank you for your wonderful review, Sarah! We're thrilled you enjoyed the sunset views from the balcony - it's one of our favorite features too. Your tip about the local coffee shop, Rebel Coffee is spot-on. Josh, the owner is indeed wonderful. I'll make sure to pass this along to Josh!:) We'd love to host you again next time you're in town! Safe travels!

Best,

Emily

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Guest Review: 4/5 stars: "Perfect stay! The apartment was in an amazing location, just steps from downtown. Sarah at the front desk went above and beyond to help us with restaurant recommendations. The only tiny issue was that the coffee maker was a bit confusing to use."

Response: "Thank you for your wonderful review! I am delighted that you enjoyed our central location and that Sarah could help make your stay special. Your comment about the coffee maker is valuable - we'll certainly add the instructions in our guide and next to the coffee maker. Please know if there is ever any issue or need any help during the stay, we're just a message away! We hope to welcome you back soon! Best, Emily"

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Review: 4/5 stars: "Great business hotel. Fast wifi, a comfortable desk setup, and the room service was quick. Would give 5 stars but the gym was under maintenance during my stay."

Response: "Thank you for sharing your experience! We're thrilled that our business amenities met your expectations, particularly our high-speed wifi and room service. About the gym - we hear you, and this is something we've already added to our listing.

We're excited to share that our renovation is nearly complete with brand-new equipment arriving next week. For your next stay, remember our concierge team is always happy to recommend nearby partner gyms if you ever need alternatives. Looking forward to welcoming you back to try our upgraded fitness center!"

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The Not-So-Good/Negative Reviews

- Stay cool and professional

- Address specific issues

- Explain any improvements you've made

- Show future guests you care about feedback

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How to respond to Negative guest reviews on Airbnb review: Best Practice with examples:

Negative Review Response: Key Elements

1. Start by Actually Listening: Put yourself in their shoes - they had a bad experience and took time to tell you. Show you truly hear their frustration.
2. Maintain Proper Tone and Your Brand Voice: Keeps response professional while showing empathy. A balanced tone helps de-escalate while maintaining authentic brand standards.
3. Talk About Their Specific Experience: Skip the corporate speak. Address what happened to them personally, not just a generic "we're sorry for your experience.
4. Be Real About Actions: Don't just promise vague improvements. When applicable, tell them exactly what you're doing to fix things - it shows you really care about making it right. Remember it is not just for the guests but potential guests as well.
5. Showcase Social Proof: Reinforces that negative experience was the exception, not the norm. Helps rebuild trust by highlighting typical good service.

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Examples of NEGATIVE review responses:

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Review: 1/5 stars: "Horrible experience! Found hair in the bathroom and stains on the sheets. The concierge didn't seem to care when we complained. Never staying here again!"

Response: "Hello,

I'm genuinely sorry to hear about your unsatisfactory experience. Cleanliness and upkeep are a top priority for us at Prosper Vacations, and we have thorough housekeeping protocols in place to prepare each room for our guests. It's unusual to hear about these concerns, and I want you to know we take such feedback very seriously.

I also apologize that your interaction with our concierge didn't meet your expectations. This doesn't reflect our usual standard of guest care, as the vast majority of our guests have positive experiences with our team.

We are bringing this to our daily meeting, and we'll be looking into what went wrong and address this right away.

Best,

Brad & Emily

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Review: "Terrible location and misleading photos. The apartment looked nothing like the pictures - much smaller and darker. The neighborhood felt unsafe at night with loud noise from the bar next door until 2am. The host never responded to our messages about the broken AC. Waste of money and ruined our vacation. Do not book!"

Response: "Aloha Josh,

We appreciate you taking the time to share your experience. While our apartment's location in the heart of the entertainment district appeals to many guests, we understand it may not be the right fit for everyone. We aim to represent our space accurately through our photos and listing descriptions.

Your comments about communication and the AC are concerning, as prompt guest support is important to us. We do have active concierge support, so this is indeed not the norm, and we will be looking into this.

Thank you for helping us maintain high standards.

Mahalo,

Emily, Owner"

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Review: 2/5 stars: "The bed was super comfy and the rooftop pool was nice, but parking was a nightmare and $35/day is ridiculous! The host/staff wasn't that responsive when we asked about local restaurants. Location is really good but not worth these prices."

Response: "Hey Sarah,

Thanks for taking time to share this feedback. Really happy you enjoyed our rooftop pool and beds - those Serta mattresses are definitely a guest favorite! Being located in a highly desirable area, our secure parking is competitively priced for the neighborhood, though we understand this can be unexpected.

Most guests tell us they love getting local tips from our team, so I'm disappointed to hear your experience wasn't the same. I will check in with our concierge team about this.

Thanks for helping us do better.

Emily"

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Tips for increasing the likelihood of Better Reviews

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1. Set Clear Expectations in Your Listing: Be transparent about your property's features and quirks in your listing description. When reality matches expectations, guests are more likely to leave positive reviews and less likely to leave negative review since communication is clear

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2. Pro-active communication and messaging to guests (pro-tip, set them on automation): 

Ex: "Hey John, Emily here your host. Thanks for booking with us! Just checking - you're arriving around 3 PM tomorrow, right? The weather's looking great for your stay 😊

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3. Fix small issues before they become review-worthy:

For example: Keep a maintenance checklist and check these before each stay:

• Test all electronics and WiFi, TV, remotes
• Check all lights and replace dim bulbs
• Ensure all remotes have fresh batteries
• Verify heating/cooling systems are working
• Check-list for cleaning protocols for your house-keeping team

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4. Follow up at the important touchpoints during stay and journeys (in-stay check-in): 

"Hey John, hope you're settling in nicely! Just checking if everything's comfortable and if you need any local recommendations. Check-out my local guide {{add your hotel guide here}}

Quick reminder - I'm always just a message away if you need anything!

Cheers, 

Emily"

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5. Make check-in seamless:

Create a guide with:

• Video walkthrough of finding the property
• Photos of parking spots with clear visual direction
• Clear lockbox/door code instructions
• WiFi login is prominently displayed
• Basic house instructions (AC, TV, etc.)

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6. And Finally, Ask for the reviews or guest feedback- in a natural, holistic way as part of the guest journey

Collect more reviews and prevent possible poor reviews with SmartFeedback tools. For example, GuestTouch makes it easier for guests to share direct feedback and leave reviews if they are happy.

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Airbnb Review Management Tips: Tools and Systems For Success

Managing multiple properties? Scale your review management

• Use reputation management software like GuestTouch to manage reviews and comprehensive reporting across the portfolio, and across all channels, Airbnb, VRBO, Booking.com, Google and more!
• Set up review alerts and notification across all the channels and listings. You can make it easier with reviews dashboard. 
• Use Review Responses Software to respond to reviews faster, on time, while maintaining your brand voice
• Track patterns in feedback with analytics and management reports
• Use insights, sentiments, and management reports to improve your properties
• Share positive reviews on your marketing and website! to drive direct business

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The Bottom Line

Your success on Airbnb isn't just about getting good reviews - it's about managing them proactively. Keep it professional, stay responsive, and leverage every piece of feedback to make your properties and experiences even better.

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Make your Airbnb reviews management easier

Let GuestTouch show you how to collect more and better reviews, turn guest feedback into your competitive advantage, and respond to reviews faster!

Let’s chat more about your goals and how GuestTouch can help you! Book a quick demo.

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GuestTouch Automates Authentic Review Collection and Keeps You Compliant

Keeping reviews honest and transparent isn’t just about avoiding fines. It builds trust and drives more bookings. Keep it real—it’s better for business!

GuestTouch provides tools that keep reviews real, transparent, and fully FTC-complaint. Keep it real, keep it authentic, and let GuestTouch help you build lasting guest relationships!