Airbnb When to Message Asking for a Review

BNB STORIES #5

Hello, again! Are you ready for another episode of the BnB Stories Series? 🤩

In the last episode, we spoke about how wrong information technology is to expect until the final moment to start promoting your backdrop . What happens though when you got all the bookings you wished for, but some  ⅕ star ratings pop upwards on your page?

You probably never idea this could happen. Yous've maintained everything perfectly and provided an unparalleled experience for your valued guests.

Unfortunately, it'south simply a matter of time before things are bound to get wrong.

No affair the circumstances of how the bad reviews came to be, it's essential to learn how to deal with this inevitable outcome.

In this week's episode, we'll walk you through exactly what to do when you lot're faced with a bad review.

ane. Don't take it personally

The main thing to call back is the fact that bad reviews are non a direct reflection of who you are as a person. A lot of hosts tend to take reviews personally, getting defensive instead of staying professional, and it shows in your written reply.

Take your time to read a bad review several times over, analyzing each point and using it as a learning feel to improve your home and hosting techniques .

Pro tip: Plough bad reviews around by not focussing on what went wrong, but looking at what you tin can change to win back a 5-star review.

2. Absurd down, take a jiff, and don't act impulsively

We know the first matter you want to do when you read a bad review is roll up your sleeves, make a defensive argument, and type out your rage.

Information technology doesn't take much to know this will just make things worse.

Let'south say you recollect a review is ridiculous. You put a lot of effort into making those guests experience at home, perhaps fifty-fifty spending money perfecting the house. Perhaps, the bad review has taken you completely by surprise.

That's fine. Accept a moment to read the review, think about what went wrong, and wait before replying.

Wait information technology out – for example, Airbnb gives you 14 days to reply. Take a breath and formulate a professional response in one case you are calm.

Pro tip: Just because Airbnb allows xiv days to reply, for case,  doesn't mean you should wait until the final minute to reply. Late replies may brand guests feel neglected. Instead, look a few days and so reply.

three. Talk it out

A lot of bad reviews are a direct issue of miscommunication or a elementary misunderstanding. We recommend calling the guest to effigy out where it went wrong. Take time to let them know you'll be working on their suggestions and thank them for their feedback.

This approach is more than professional, giving a personal spin to the entire ordeal. It doesn't guarantee, nonetheless, that the guest volition remove the review, and then don't look it.

This stride is to help you figure out exactly how to meliorate the experience for future guests and to analyze where guests are misunderstanding your property clarification, for case.

4. Apologize – no affair what

Hosting is a business and everyone knows that, like any other enterprise, the customer is always right . Information technology doesn't matter if the review is unfair or unreasonable. Let the customer know that you are genuinely sorry for the bad experience and are working to improve the situation.

This will testify other guests y'all are working 'with' them, not against them, and that yous take complaints seriously. It will certainly improve your reputation as a host and subtract the accident of a negative review.

Trust u.s. – there is no other way around it. Don't over-repent, but bear witness the guests respect and gratitude.

Pro tip: Start with an apology and finish information technology with how you're working to ameliorate the situation.

Instance: "Sincere apologies that (insert what they said hither), but I take now (insert how you have improved here)."

If it'south something you can't ready, similar the walls being also thin, or the neighborhood being besides noisy, try and turn it to your advantage. If the neighborhood is too noisy, for example, perhaps you're in a key location and then effort an apology like:

"I apologize if you found the neighborhood besides noisy and you didn't sleep well. Unfortunately, this situation is unavoidable due to the convenient central location of the apartment."

v. Be professional

Recall, the reviews and your replies to these reviews announced on your folio permanently. Always be respectful and don't let the ordeal get out of manus because of a moment of acrimony. A hostile or rude reply volition make the bad review worse – no guest wants to book a rude host. Stay at-home and write down the facts every bit impartially as possible. Attempt to address any practiced things at the beginning of your respond.

6. Accost the event and how you're working on information technology

Don't stop at "I'm sorry."
All guests want to know how the situation was handled. Future guests won't actually be interested in reading your apology, only they'll be interested to know if the result has been solved or not.

7. End on a positive note.

A simple "Cheers for taking the time to shed low-cal on these issues" or "Thanks for your feedback" or "I appreciate your feedback, it actually helps me improve as a host" goes a long mode.

It'south not the end of the world

A negative review is inevitable the longer you're in concern. Relax, take a deep jiff, and know it's non the end of the world. How you bargain with a bad review is what volition differentiate you from other hosts.

Nosotros know it tin feel a little too personal at times, and that it's non the best experience to become through.

Have it as a learning experience past working on avoiding a repeat performance. Handle adversity with style!

Catch up with us in the next episode of BnB Stories Series for more bnb tips for hosts and property managers. As an experienced channel manager we want to share our cognition with you and provide you the best tools to brand you smoothen in the vacation rental kingdom!

See ya 😎

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Source: https://www.hosthub.com/blog/airbnb-bad-review-how-to-handle-the-situation-step-by-step/

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