How to Leave a Review on Airbnb After 14 Days

Near to Get a Bad Review? Here's What You Need to Practice.

August 6, 2020
Advanced guides, STR Life

By Rowan Clifford

Author of Airbn'b'Smart and Hospitable user

Have you e'er had one of those guests that only continue nit-picking at everything?

You know the ones, they scrutinize every fiddling detail of your place from pinnacle to bottom, and nothing yous can do is ever enough.

If you answered yes, and then you're not alone.

These are the types of guests that'll go out of their style to leave yous a bad review; in fact, they'll probably enjoy the opportunity.

But, does that mean you've just got to suck information technology upwardly and have it on the chin?

Or, is there something you tin do about it?

Well, in truth, it'south a little from cavalcade A and a trivial from column B.

Unfortunately, there's no foolproof way to avert bad Airbnb reviews, but in that location is a mode to mitigate the harm (more than on that in a minute).

In this article, I'1000 going to give yous a few tips and tricks for neutralizing potential bad Airbnb guest reviews to keep your reputation intact.

Setting the scene

A booking comes through, and the questions start immediately:

"Can I bank check-in early?"
"Can I have a tardily check-out?"
"Where can I park my car?"
"Can I get out my baggage in the business firm afterwards I cheque-out?"

At that place'due south obviously nothing wrong with these questions – they're quite normal actually – just you lot can just tell from the tone of vox in the messages that this particular guest is going to be hard work.

They arrive at your holding, and the nit-picking begins…

"There'due south a hair in the shower. A stain on a absorber. Lipstick on a vino glass. At that place's dust on a window-sill. Where's the bottle opener? The WiFi is slow!".

It'south only one thing after another. Nothing yous can do is enough.

These are the types of guests that will leave you a bad review, regardless of everything that you've done to try to brand their stay as good every bit possible.

So, in these circumstances, what should you do?

Start with making sure you haven't made any of the pop hosting mistakes. We compiled a list for you that y'all tin can download here. If you ticked any of those boxes, make sure to accost those issues the earlier the meliorate.

Now let's accept a look at your options to resolve the disharmonize.

Can you lot remove a review from your page on Airbnb?

Yous can't actually "hide" a bad review. The merely way to remove it is to prove Airbnb that the guest violated their content policy. For example, such actions of your guest equally demanding something for a skilful review or revealing the exact location of the listing are the grounds for review removal.

If the review is abusive or completely unfair, you lot should definitely study it to Airbnb. In this way, you can salvage other potential hosts the trouble of having a bad invitee in the future.

What to exercise if you get a bad review on Airbnb

Option i. The Refund Road

Y'all tin probably sense information technology from the tone in their messages that what these types of guests are really after is a refund. But, is giving them a refund the right thing to practise?

Now, there's no correct or wrong respond to this one, merely here's how I manage this personally.

If what the invitee is complaining about is a genuine complaint (I'm talking about something that genuinely influences the quality of their stay), then I will offer a form of refund.

Depending on the severity of the issue, I take two different paths.

Full refund

If something major happens, and it's had a massive impact on their trip, and there's zippo I can do in the brusk time to rectify it, I'll give a total refund as standard. I'd rather not take the money in these instances.

Fractional refund

If something non-major, only still genuine occurs, I'll offer a fractional refund. But here'southward the fox…

Rather than offering a numerical value, eastward.g., a $100 refund, instead, offer a refund as a per centum, due east.g., a 15% discount.

Refunds as a percentage (up to a certain point) take a higher perceived value over their numerical counterparts.

*Even though y'all may give your guests a refund, they yet become the opportunity to review their stay regardless.

Option 2. Fight Fire With Fire!

This is what nosotros all really want to practice, am I right?

If you know they're going to leave a bad review, then you know what, you lot're going to get out a dirty review to them as well!

Merely every bit tempting equally information technology is, is it really the right approach?

It hurts, I know, but fighting fire with fire only serves to escalate the problem. At that place's no winner with this approach.

On Airbnb, you've got a rep to protect, so I urge you to ascent above this and have the moral high footing in this boxing. It'due south better in the long run, I promise.

Option iii. The Diplomat!

The least sexy of the iii options is "The Diplomat."

This is where you take every complaint on board (no thing how ridiculous). Yous take farthermost ownership of it, y'all use tactical empathy with your guest, and you lot become higher up and beyond (in fact, I recommend going overboard) to make apology.

Here's an case:

Invitee: "I've had a horrible stay at your house. The bed was so uncomfortable I couldn't sleep, the tap kept dripping, and there was a dried smell in the house. Not Adept Enough!!! Geraldine".

Host: "Hey, Geraldine. What can I say, I'm so, and then sorry that you haven't enjoyed your stay at the house. This makes me feel terrible, information technology really does.

I put my middle and soul into making my place immaculate for each and every guest that arrives, and I have full ownership of everything that you've mentioned, and I am fully responsible for you not enjoying your stay. For that, I am deeply sorry.

I sincerely hope that the issues you've experienced at the belongings haven't taken away from your stay at %Your_Location% entirely, and they oasis't completely ruined your trip.

I have feedback like this extremely seriously and will make certain it never happens again.

Once over again, massive apologies.

Kindest regards,

Rowan."

The Diplomat arroyo aims to lengthened the situation. By taking farthermost ownership of any bug, and even escalating and over-dramatising the situation, helps neutralize the charged negative emotions.

Oftentimes, using this approach you'll find your guests backing down, and even getting to a point where they're telling you "it's not that bad after all".

Here's What I Recommend

Depending on the situation, in virtually all circumstances, you lot're best off going with "The Diplomat", and occasionally sprinkling in a little refund hither or there.

This approach has served me well in the past and has enabled me to go on my reputation on Airbnb intact.

And, as enticing as it is to fight burn with fire, I'd avoid this route at all costs.

Sneaky Hacks For Bad Review Prospects

And so, now that nosotros know how to deal with an angry guest to pacify the state of affairs as much equally possible, at that place are also a few tricks y'all can exercise to neutralize the situation further.

The Chocolate-brown-Nose Check-Out Message

This is a bulletin sent to your guests usually a few hours after they've checked out. This message tin be used to "offer an olive branch" to your guests equally a gesture of reconciliation and understanding.

Your message could look something like this:

"Hey, Geraldine.

What tin I say, thank you so much for your agreement and patience throughout your stay, you've been incredible!

And as well, a massive thank you for being so respectful of our home, and for leaving information technology and so nifty and tidy on your departure (information technology's much appreciated).

Wishing you a safe journeying on your mode home.

Safety travels,

Rowan."

Nonetheless not sending a "thank y'all" message to ALL of your guests?

That's a lot of work, yous're saying? Not anymore! Smarbnb does everything for y'all.

Review Delay Time

Fourth dimension is the biggest healer.

All charged emotions get diffused over time, which is why I recommend delaying the writing of your review until the very last minute.

Let me explain.

Airbnb gives you 14 days to leave a review. Once ane side of the political party (either host or guest) has left a review, the other side will be notified and prompted to practice the aforementioned.

This is what you want to avoid.

Also, in that location is the possibility of your guest forgetting to leave a review, and this is something we want to allow to happen without getting in the way.

If yous're using an automation tool (like Hospitable) to automate reviews on your behalf here'south what you need to do:

Locate Pending reviews, observe the troublesome guest in question, and click Edit.

Switch the Bad review toggle to ON and click Save.

With this characteristic enabled, your review will exist delayed until the very last infinitesimal.

If, on the other hand, you handle your reviews manually, just make a note of the review cutting-off signal and act accordingly.

You Ever Become The Last Word

On Airbnb, you, as the host, always go to have the final give-and-take past responding to your guest reviews. You have xxx days in which to practice then.

If you haven't taken advantage of this yet, here'due south how to practise it:

From a web browser, go to your Reviews
Select Reviews About You
Discover the review you'd like to respond to and select Get out a Response

Here'southward what it looks like in practise:

Time to implement all of that sweetness

If you're still non a Hospitable user, information technology's the right time to sign-up.
Start with a 14-day no-strings-attached free trial

I recommend leaving a response to all reviews as a default. It shows that as a host yous care, particularly in a circumstance where you lot receive a negative review.

Leaving a thoughtful response to a bad review will ensure future guests know your side of the story.

Determination

Getting a bad review on Airbnb is a foregone conclusion. It's going to happen at some signal, so you might equally well be prepared.

And so here's my recommended game programme:

Use the Diplomat technique, plus offer a per centum based refund (when needed).
Send a 'Brown-Nose' thanks message a few hours later on cheque-out.
Don't go out a review until the very concluding minute.
Exit a public response to vocalism your side of the story.

At that place y'all go, y'all at present have a game-programme for when such a state of affairs arises to glide through information technology with as petty friction every bit possible.

Remember that avoiding the conflict is always better than resolving information technology. Make sure you don't do any of the popular hosting blunders.

And, with the tips I've given you lot here, yous should be able to navigate the situation with equally fiddling collateral damage every bit possible and keep your hosting reputation intact.

Peace out.

Rowan.

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Source: https://hospitable.com/about-to-get-a-bad-review-heres-what-you-need-to-do/