How to Get a Review Removed From Airbnb
As almost-post-pandemic demand increases for vacation rentals, Airbnb hosts redouble their efforts to merit positive feedback . Doing your all-time to provide comfort and quality service can exist quite the labor of honey, so a bad review from a guest not only sends your rating average into reject—it could have the same effect on your morale. Acquire how to heave your stars (and your mood) and flip a bummer into a potential boom in business concern.
Types of Airbnb reviews
It may exist helpful to understand that, as an Airbnb host, you lot can receive feedback from four different channels:
· Private reviews: guests contact you lot past email or text to make suggestions as to how you might improve your vacation rental service.
· Public reviews: guests have upward to 1,000 words to tell you what they recollect, and it is visible to the entire Airbnb community. Your response to such reviews will likewise be visible to the public.
· Star rating: guests allocate 1-5 stars for overall satisfaction, as well every bit by categories (cleanliness, accurateness, location, etc.)
· Cancellation reviews: hosts are "penalized" past being automatically reviewed if they cancel a reservation. These reviews cannot be removed, but y'all can reply to them and offer an explanation as to why yous cancelled the booking.
Avoiding bad holiday rental reviews: Prevention is fundamental
Sometimes you lot tin see the writing on the wall before a guest even checks out. In these cases, y'all can still avoid negative feedback. But you need to act quickly and add value to the residual of the guest's stay. This could take the form of a gift handbasket, a canteen of wine, or tickets to a local concert or event.
If yous offering something, make certain you address the unforeseen challenges that afflicted the guest experience. It has to exist crystal-articulate in the guest's mind that you lot ain up to the bug.
How to handle bad Airbnb reviews
There are a few options when it comes to taking activity on a bad Airbnb review.
Ask Airbnb to remove it
Airbnb's Content Policy allows Airbnb to remove whatever content that endorses or promotes illegal or harmful activeness or is explicit, fierce, graphic, threatening, harassing, or discriminatory. "Content" includes both invitee and host reviews.
Some forms of advertising, violation of your personal privacy, revealing your vacation rental's location, or actions aimed at extorting or pressuring you likewise violate this policy. If the guest'south negative feedback includes whatever breaches of this nature, you can report it to Airbnb so they remove the bad review from the website. End of story.
To exercise so, become to your "Account" page, click on "View Profile," and and so click the flag icon next to the bad review you desire Airbnb to remove.
However, if the content doesn't fall within that category, y'all're likely better off trying other options. Airbnb generally sides with the guest when it comes to eligible reviews. It's highly unlikely you'll go them to accept down a review just because you feel it'due south unfair (fifty-fifty if you're correct).
Ask the invitee to remove it
Some other option is to accomplish out to the guest (e'er in writing) to request that they remove the content. It's worth a shot, although it's probably non a good idea to make this request immediately after the review is published online.
Let them cool downwards first and requite them fourth dimension. Chances are, unhappy guests will be more amenable to removing a bad review as the vividness of the vacation rental disappointment (even if it's unwarranted) fades abroad over time.
Adopt an amicable, polite tone when you write to guests to make the request. In your request, you can specify that y'all worked really hard to correct the problem for future guests. At the same time, offer the invitee the risk to book once more in the hereafter at present that it'southward not an issue anymore. Exist sure to file the asking abroad with all the other correspondence you lot've (hopefully) exchanged with this particular individual.
Respond rather quickly
Although yous have xxx days to exercise so, as an Airbnb host or belongings manager, it's a good idea to reply to ALL of the reviews yous receive (both the good ones and the bad ones) within one day.
Overall, late responses denote a lack of interest and appreciation for the guest experience and publicly corroborate a negative opinion of the guest on the website. Conversely, swift replies to comments show a future invitee that you lot are committed and you care.
To get into the habit, think of responding to guest reviews (even if it'south only to say "thank you kindly and hope to see yous shortly!") as an integral part of the job—but the same as postal service-checkout cleaning or replacing towels and linens. Information technology might as well motivate you to know that, to achieve Airbnb Superhost status , you must have responded to xc% of guest messages and reviews within 24 hours.
An easy way to remember to check reviews is to create an automatic reminder. You lot can do this with various automation tools for vacation rental managers. We recommend using features built into your belongings management platform (PMP). However, if your PMP doesn't take a review response characteristic you can use Zapier to build a Google Calendar reminder based off your PMP'southward check-in and check-out information.
Never ignore a bad review
If you lot can't reply earlier or think you lot demand to cool down before you start pounding at the keyboard, marker your calendar. Just make sure yous really do follow-upwardly. It doesn't have to be days. Our recommendation is to write your response in a split certificate and walk away for a few hours. What you lot want to avert is an impulse response.
Retrieve: the bad review isn't directed at you
When faced with a bad Airbnb review for your holiday rental, it'south important that yous remain calm and not have it personally. Remind yourself that Airbnb, Vrbo, Booking.com, and whatever other holiday rental platforms are businesses that deal with people—lots of people. This includes both the easygoing "it's all proficient" types who appreciate even the roughest sheets, and the near demanding travelers who expect everywhere they set down their suitcase to magically morph into a suite at The Plaza.
…or is it actually nigh you?
Exist honest with yourself. Did y'all buy a cheaper make of chlorine this season just to see the pool plow xx shades of murky? Did you lot forget to do that terminal walk-through earlier the guest'southward arrival and something slipped through the cracks? Could all those perfect 5-star comments from July and Baronial have you lot resting on your laurels?
Only if yous correctly identify the origin of the complaint volition yous be able to manage information technology appropriately, avoid more than complaints of this nature in the future, and improve guest feel overall.
If you need some support in your endeavors every bit an Airbnb host or holiday rental belongings director, consider investing in property-direction software or subscribing to a property-management platform . Both are designed to increase your caste of arrangement and efficiency past centralizing all your booking and guest information, with task-direction, analytics and invoicing amidst their many helpful features. That time saved will help you stay on height of operations and will inevitably contribute to a decrease in bad Airbnb reviews.
5 tips for responding to a bad Airbnb review
Responding to a bad review should post-obit time-proven template (those of you who worked retail likely used this technique):
VAST: Validate, Repent, Sympathise, Thank
- Validate the guest'southward negative experience – Use terms such as "I understand your signal of view" or "I can encounter why that would be disappointing," even if you can't even begin to exercise either.
- Apologize, but don't contextualize – Don't try to justify why or how a negative incident happened. Own information technology, even if you lot do not hold with the guest's particular version of it.
- Understand with the invitee, person to person – When your annual vacation days are numbered and you stop up sunbathing abreast a swampy greenish swimming puddle, or tossing and turning in a rock-hard bed, it can be, understandably, heartbreaking. The prospect of an "ideal" vacation is what gets the majority of united states of america through the yr. With expectations running this high, some people are however able to find fault with fifty-fifty the most impeccable vacation rental. As heed-boggling or outright cynical as their perspective may seem to you lot, endeavour to put yourself in their position, and you will run across where they're coming from more conspicuously. This tactic could inadvertently forge a more than personal bail, and it may even motivate the unhappy guest to give you a shot at redemption by booking your property once more or recommending it to friends and family unit.
- Give thanks them. Wait!… What? – Thanking for a bad public review signals to future guests that you've ingested the feedback and taken it seriously. Humility shows that you are working to improve guest experience .
- +ane Tip (Tip No. 5) To build dorsum your business after a few bad reviews, endeavour multi-aqueduct distribution to increase the number of reservations speedily. This tactic is designed to help y'all advertise your vacation rental at scale. The promise here is to bury the bad review with fresh new positive ones. Virtually guests don't scroll through the entire reviews, so covering upwardly that blemish equally fast every bit possible should be your priority.
Wrapping things up
A bad Airbnb review isn't the finish of the world. If you take the appropriate activeness, y'all tin can even employ it as a learning feel to meliorate and calibration your vacation rental business organization, and, ultimately, fire that bad review in the rut of a chiliad stars.
Source: https://www.hostfully.com/blog/bad-airbnb-review-what-to-do/
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