How to Respond Professionally to a Bad Review on Airbnb
As a host on Airbnb, it's inevitable that you will receive occasional negative reviews from guests. Handling such feedback professionally is crucial for maintaining a good reputation and ensuring that future guests have a positive experience. Below are some tips and a sample response that can help you navigate a bad review gracefully and professionally.
Why It's Important to Respond Professionally
Being professional when responding to a bad review serves multiple purposes. Firstly, it can turn a negative experience into a less harmful one, potentially earning you a more neutral or even a positive review. Secondly, it can set a standard of communication with your guest, showing them that you respect their feedback and are willing to work with them to find a solution. Lastly, it helps in protecting your overall listing rating and reputation on the platform.
Key Steps to Take When Responding to a Bad Review
Listen without becoming defensive
The first step is to simply listen to what the guest has to say. Let them express their concerns and frustrations. This shows that you value their feedback and are willing to address their concerns. Paraphrase their feedback to ensure you have understood their points accurately. This step can be exemplified as follows:
Sir, I apologize that my place wasn't up to your standards or desires. I understand that you had issues with the 'funky smell' coming from the shower curtains, and I take full responsibility for this. This certainly is not what I want my guests to experience.
Acknowledge and address the issues
Acknowledge the specific complaints and express your readiness to do something about them. This not only validates the guest's concerns but also shows that you are proactive in resolving their issues. For example:
I will work with my cleaning service to ensure that shower curtains are changed and laundered between guests to prevent such smells in the future. I will also credit your stay by a day to reflect the inconvenience you faced due to this issue.
Show Empathy and Value Their Feedback
Show that you value the guest's opinion and that you want to improve. This not only helps in turning a negative review into a positive one but also sets a standard of communication that benefits both parties. For instance:
I appreciate you bringing these issues to my attention, as it is my goal to provide a comfortable and clean environment for my guests. Your feedback will help me address any overlooked issues, ensuring that future guests have a better experience.
Temporary Uncontrollable Elements
There may be elements, like city work times, that you have no control over. Be honest and direct, offering a polite and reasonable response. For example:
Unfortunately, I cannot control when the city starts its street work, and it impacted your ability to sleep after nightlife. While I wish I could have done more, I know you understand that it is out of my control.
Final Thoughts
End your response by thanking the guest for their feedback. This shows that you appreciate their input and sets a positive tone for future interactions. Here's an example of a concluding sentence:
Thank you for your understanding and for taking the time to inform me about these issues. Your feedback is invaluable, and I am committed to making necessary improvements to enhance the experience for all my guests.
A Sample Response
Sir, I apologize that my place wasn't up to your standards or desires. My place is marketed as a clean, comfortable place that is [fill in the blank]. I do my best to make sure it's a place that I'd let my mom stay in if she so desired and my mom is picky. I hear that you had issues with the 'funky smell' coming from the shower curtains and that is not acceptable to me. I will work with my cleaners to ensure shower curtains are changed between guests so that they are always freshly laundered. For having to put up with that smell, I'll credit you a day of stay. I wish I could convince the city not to start their street work at 7a.m. but that is completely out of my control. I know it impacted your ability to sleep in after enjoying our city's nightlife, but I am unable to provide any compensation for something I cannot control. You are right, there are a few bumps and bruises in the place; they don’t make the place uninhabitable, but they certainly are unsightly. I am sad that we haven’t addressed them. For that less than fully eye-pleasing place, I’ll credit you a day of stay. I was amazed to hear you discovered a virtual treasure trove of 'things' and 'stuff' under the bed on your checkout day. That is definitely not my standard, and I apologize. It seems I need to get with my cleaning service and figure that out. For the 'ewww' feeling that comes with such a discovery after being in the place for four days, I will credit you a day of stay. Airbnb refunds take a while, but I will process this as soon as I hit send on this missive. I appreciate you bringing these issues to my attention. I appreciate you being polite in your approach, and I know you weren’t asking for much more than being heard so I can make it better for the next guest. I value my guests and now I know I need to verify the work being done on my behalf. Next time you plan to be in my city, please let me know. I’ll make sure this place is top-notch for you except for city workers … nothing to be done there. If you have friends traveling to my city, have them reach out. I will give them the best treatment possible. Thank you again for your comments. I’m fixing things.
Conclusion
Handling a bad review on Airbnb requires a mixture of politeness, professionalism, and the willingness to make necessary changes. By following these steps, you can turn a bad review into an opportunity to improve and enhance your guest's future stays on Airbnb.