Does Airbnb Let You See Bad Reviews Written About Yourself

Nigh to Go a Bad Review? Here's What You lot Need to Do.

August 6, 2020
Advanced guides, STR Life

Past Rowan Clifford

Author of Airbn'b'Smart and Hospitable user

Accept yous e'er had one of those guests that simply keep nit-picking at everything?

You lot know the ones, they scrutinize every little detail of your place from elevation to bottom, and null you tin practice is ever enough.

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

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

Just, does that mean you lot've just got to suck it up and take information technology on the mentum?

Or, is in that location something yous can practice about it?

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

Unfortunately, there's no foolproof way to avoid bad Airbnb reviews, merely there is a mode to mitigate the damage (more than on that in a minute).

In this commodity, I'm going to give you a few tips and tricks for neutralizing potential bad Airbnb guest reviews to proceed your reputation intact.

Setting the scene

A booking comes through, and the questions start immediately:

"Tin I check-in early on?"
"Tin I take a late bank check-out?"
"Where can I park my auto?"
"Can I leave my baggage in the house after I bank check-out?"

In that location's obviously zero wrong with these questions – they're quite normal actually – just you can just tell from the tone of voice in the messages that this particular invitee is going to be hard work.

They go far at your property, and the nit-picking begins…

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

It's just 1 thing after another. Nothing you can practice is enough.

These are the types of guests that will leave y'all a bad review, regardless of everything that you've done to try to make their stay equally good as possible.

So, in these circumstances, what should you lot do?

Start with making sure you haven't made any of the popular hosting mistakes. We compiled a list for yous that you can download hither. If you ticked any of those boxes, make certain to address those issues the earlier the amend.

At present allow'south accept a look at your options to resolve the conflict.

Tin you remove a review from your page on Airbnb?

You lot tin can't really "hide" a bad review. The just mode to remove information technology 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.

If the review is calumniating or completely unfair, you should definitely report information technology to Airbnb. In this mode, you tin salvage other potential hosts the trouble of having a bad invitee in the time to come.

What to do if yous get a bad review on Airbnb

Option 1. The Refund Route

You lot tin can probably sense information technology from the tone in their messages that what these types of guests are really subsequently is a refund. But, is giving them a refund the correct thing to do?

Now, there's no right or incorrect answer to this ane, but here's how I manage this personally.

If what the guest is lament about is a genuine complaint (I'thou talking about something that genuinely influences the quality of their stay), then I will offer a class of refund.

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

Total refund

If something major happens, and it's had a massive impact on their trip, and in that location's nothing I tin can do in the brusque time to rectify it, I'll give a total refund as standard. I'd rather not take the money in these instances.

Partial refund

If something not-major, simply still genuine occurs, I'll offering a partial refund. Merely here's the trick…

Rather than offering a numerical value, east.thousand., a $100 refund, instead, offering a refund as a percentage, due east.g., a 15% discount.

Refunds as a percentage (upwards to a sure point) have a higher perceived value over their numerical counterparts.

*Even though you may give your guests a refund, they still get the opportunity to review their stay regardless.

Option ii. Fight Burn down With Fire!

This is what we all really desire to do, am I right?

If you know they're going to leave a bad review, then you lot know what, you're going to leave a muddied review to them too!

But equally tempting every bit it is, is information technology really the right arroyo?

Information technology hurts, I know, but fighting fire with burn only serves to escalate the problem. In that location's no winner with this approach.

On Airbnb, you lot've got a rep to protect, and so I urge you to rising above this and take the moral high ground in this boxing. It's better in the long run, I promise.

Selection three. The Diplomat!

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

This is where you have every complaint on board (no matter how ridiculous). You take extreme ownership of it, you use tactical empathy with your invitee, and you go in a higher place and beyond (in fact, I recommend going overboard) to make apology.

Hither'south an example:

Guest: "I've had a horrible stay at your business firm. The bed was so uncomfortable I couldn't slumber, the tap kept dripping, and at that place was a stale olfactory property in the business firm. Not Skilful ENOUGH!!! Geraldine".

Host: "Hey, Geraldine. What can I say, I'm and then, so distressing that you lot oasis't enjoyed your stay at the house. This makes me experience terrible, it really does.

I put my middle and soul into making my place immaculate for each and every guest that arrives, and I take 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 bug you've experienced at the property haven't taken away from your stay at %Your_Location% entirely, and they haven't completely ruined your trip.

I take feedback like this extremely seriously and will brand sure it never happens over again.

Once again, massive apologies.

Kindest regards,

Rowan."

The Diplomat approach aims to diffuse the situation. Past taking extreme ownership of whatever problems, and even escalating and over-dramatising the situation, helps neutralize the charged negative emotions.

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

Hither'southward What I Recommend

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

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

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

Sneaky Hacks For Bad Review Prospects

And then, now that we know how to deal with an angry guest to pacify the situation as much as possible, there are likewise a few tricks you lot can practice to neutralize the situation farther.

The Brown-Nose Check-Out Message

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

Your message could look something similar this:

"Hey, Geraldine.

What tin can I say, cheers so much for your understanding and patience throughout your stay, you lot've been incredible!

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

Wishing yous a safe journey on your fashion home.

Safety travels,

Rowan."

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

That's a lot of work, you're proverb? Not anymore! Smarbnb does everything for you.

Review Delay Time

Time is the biggest healer.

All charged emotions go diffused over fourth dimension, which is why I recommend delaying the writing of your review until the very concluding minute.

Let me explain.

Airbnb gives you 14 days to leave a review. Once one side of the party (either host or invitee) has left a review, the other side will be notified and prompted to do the same.

This is what you want to avert.

Also, there 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 manner.

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

Locate Pending reviews, notice the troublesome invitee in question, and click Edit.

Switch the Bad review toggle to ON and click Salve.

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

If, on the other paw, you handle your reviews manually, simply brand a notation of the review cutting-off betoken and human activity accordingly.

Yous E'er Get The Last Give-and-take

On Airbnb, you, as the host, always get to have the last word past responding to your guest reviews. You have 30 days in which to do so.

If you haven't taken reward of this yet, hither'due south how to do it:

From a web browser, go to your Reviews
Select Reviews About Y'all
Discover the review you'd like to respond to and select Leave a Response

Hither's what information technology looks like in do:

Time to implement all of that sweetness

If yous're yet not a Hospitable user, it's the right time to sign-up.
Showtime with a 14-day no-strings-attached gratis trial

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

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

Conclusion

Getting a bad review on Airbnb is a foregone conclusion. Information technology'due south going to happen at some point, so you might every bit well be prepared.

So here's my recommended game plan:

Use the Diplomat technique, plus offer a pct based refund (when needed).
Ship a 'Brown-Olfactory organ' thank yous message a few hours afterward bank check-out.
Don't leave a review until the very last minute.
Exit a public response to vocalization your side of the story.

There you become, you at present have a game-plan for when such a state of affairs arises to glide through it with as niggling friction as possible.

Remember that fugitive the conflict is always improve than resolving information technology. Make sure you don't practice any of the pop hosting blunders.

And, with the tips I've given you here, you should exist able to navigate the state of affairs with as little collateral damage as possible and keep your hosting reputation intact.

Peace out.

Rowan.

Airbnb Host Reviews & How To Automate Them!

Writing host reviews is not a rocket scientific discipline. It'due south a time-stealer, though. In this article, you lot will become plenty of useful templates for your reviews. Even better: we'll teach you to automate the whole process.

Bring together the best!

300,000+ properties
from 140+ countries
abound with Hospitable

Kickoff At present

Become started with a free trial now.
No credit card needed.

Get STARTED FREE

mcadoopeconesuring.blogspot.com

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