96% of travelers say they read reviews before booking accommodation. Which means if your listing catches someone's eye, there's every chance that they'll be looking to see what others say about you and your hosting style.
Guest reviews shape your reputation, influence future bookings, and serve as public endorsements of your accommodation. In the competitive short-term rental market, how you respond is just as crucial as the reviews themselves—but responding effectively isn’t always easy.
It’s tempting to be defensive when faced with criticism, or to overlook the value of engaging with positive feedback. However, as a professional host you should use every review as a chance to highlight your commitment to hospitality and build trust.
To enhance your listing’s appeal, you need to understand the key principles of crafting strategic responses. You should also consider how using AI tools like ChatGPT can help streamline the process, making it easier to respond quickly and professionally.
Make the most of every review by adopting a clear approach that ensures each responseworks in your favor and strengthens your reputation as a thoughtful and reliable host.
Whether a review is positive or negative, the way you respond matters. An effective response should include two things: an acknowledgement of your guest’s experience, and a demonstration to future guests that you are an attentive host.
By following these key principles, you can turn every review into an opportunity to reinforce trust and increase your listing’s appeal.
Leaving a review unanswered can make you seem disconnected, while a timely, well-crafted response reassures both the reviewer and future guests that you genuinely care about their experience. Aim to reply within three days.
Your responses should align with the tone of your listing and guest communications. Adopt a friendly, solution-focused approach in every interaction. Whether you're expressing gratitude for a positive review or addressing a concern, aim to be as professional as possible.
Guests appreciate honesty, and acknowledging shortcomings fosters trust. If an issue occurred, don’t deflect, take responsibility and briefly outline the steps you're taking to remedy the issue.
A well-structured response should be clear, engaging, and to the point. Lengthy explanations can dilute the message, while overly brief replies may feel cold. Strike a balance: acknowledge your guest’s experience, address key points, and provide useful information without unnecessary elaboration.
A simple “Thank you for your feedback” might seem minor, but it immediately sets a positive and professional tone. Whether the review is positive or negative, acknowledging that a guest took the time to share their experience is important.
A generic response can feel impersonal. Instead of simply saying, “Thanks for your review,” mention specific details from their stay (e.g., if your guest enjoyed the local recommendations, don’t forget to highlight it). A higher level of personalization will make your guests feel valued and shows that you pay attention to their experience.
Pay close attention to the details guests mention. If a review highlights your well-equipped kitchen or points out spotty Wi-Fi, address it directly. Express appreciation for positive feedback, but don’t forget to acknowledge concerns or criticism, and mention what you’ve improved. This is your opportunity to show that you genuinely listen and respond with care.
When guests raise legitimate concerns, acknowledge them and explain the steps you've taken to resolve them. However, some reviews may be misleading or lack context, and in those cases, it's just as important to respond thoughtfully. Politely clarifying misunderstandings ensures that future guests have an accurate and fair understanding of what to expect.
Your response isn’t just for the guest who left the review, it’s a message to every potential guest. Frame your replies in a way that will reassure future guests.
Common mistakes to avoid
Even seasoned hosts can slip up when responding to guest reviews. To maintain a professional, guest-friendly approach, be sure to keep these common mistakes in mind:
Even if a review is overwhelmingly positive, failing to respond is a missed opportunity to engage with guests and highlight a great experience. Unanswered reviews can signal indifference.
Even if a guest exaggerates or misrepresents their experience, resist the urge to argue. It’s tempting to defend yourself against an unfair review, but keep your response neutral, professional, and think of future guests.
While acknowledging issues is important, repeatedly apologizing or criticizing your own property isn’t constructive. Briefly address the concern instead, and highlight the steps taken to correct it.
If multiple guests mention the same issue, ignoring it can be damaging. Recurring unresolved complaints can push potential guests toward other listings. Demonstrate that the feedback you receive leads to real improvements.
Managing guest reviews can be time-consuming, especially if you’re juggling multiple properties and receiving lots of feedback. AI tools like ChatGPT can help streamline the process, allowing you to craft thoughtful, well-structured responses efficiently. Here’s how to use AI tools without losing your personal touch.
AI can be a valuable asset in managing your responses to Airbnb reviews, helping you create responses that are clear, professional, and less emotional.
AI-generated responses are only as good as the prompts you provide. To get the best results, give the AI clear instructions so it can generate a relevant reply.
Example of an effective AI prompt:
"Draft a professional but friendly 100-word response thanking the guest for their positive comments on cleanliness and addressing their feedback about the Wi-Fi being slow. Emphasize that [these] improvements have been made to enhance future stays."
Once AI generates a response, always review and refine it. While AI can help with structure and clarity, adding personal touches—such as referencing the guest’s name or a specific detail from their stay—ensures the response feels authentic and not robotic.
Real-world examples make theory easier to apply. So here are three common scenarios, along with suggested responses you can adapt to your specific situation.
"We had an amazing stay! The apartment was spotless, and had such a cozy, welcoming feel. The welcome basket was a nice touch and made our first morning in Paris even more special. Would definitely stay here again!"
"Thank you so much, [Guest Name]! It makes us so happy to hear that you enjoyed both the coziness and cleanliness of the flat. It’s important to us that our guests feel comfortable and at home. We’re especially glad you loved the welcome basket! Starting the day with a fresh croissant and a good cup of coffee is one of our favorite little Parisian rituals, so we love sharing that experience with our guests. We’d love to welcome you back anytime!"
Short analysis:
Instead of a generic “Thanks for your kind words,” use the guest’s specific compliments as a foundation for your response. This makes your reply feel more authentic and heartfelt.
"The apartment was nice overall, but we had trouble with the heating, and the street noise was worse than expected. We reached out to the host, but the issue wasn’t fully resolved during our stay. The host was responsive, but overall, we were a bit disappointed."
"Thank you for your feedback, [Guest Name]. We’re really sorry that the noise and heating issues affected your stay. As mentioned in our listing, the flat is located in one of Barcelona’s most vibrant areas, making it ideal for those who want to experience the city’s lively nightlife. However, we understand that this can be a challenge for light sleepers, which is why we’ve recently installed noise-reducing curtains to improve comfort.
Regarding the heating, we sincerely apologize for the inconvenience. It has since been fully repaired to ensure future guests have a more comfortable stay. We truly appreciate your feedback, and we’d love the chance to provide a more comfortable experience if you stay with us again!"
Short analysis:
When responding to complaints, acknowledge the concern, reinforce the unique appeal of the location, and mention any steps taken to improve guest comfort.
"This place was nothing like the photos. The furniture was outdated, the check-in process was frustrating, and the Wi-Fi barely worked. Honestly, I don’t understand how this place has good reviews. We won’t be back."
"We’re sorry to hear that your experience didn’t meet your expectations, [Guest Name]. Our photos are current, and we strive to be transparent about our space. We also provide detailed check-in instructions and are always available to assist if guests need clarification. Regarding Wi-Fi, we tested it after your stay and found it to be functioning normally, but we’ll continue to monitor it to ensure a smooth experience for future guests. We appreciate your feedback and wish you the best in your travels."
Short analysis:
Not all reviews will be fair, but your response should always be. Stay factual, address misleading statements with calm clarification, and focus on reassuring future guests rather than debating with the reviewer.
Note: If a review clearly violates Airbnb review policy, you should report it and ask for removal.
Every piece of feedback, whether it's a glowing five-star review or a critical comment, presents an opportunity to demonstrate your commitment to exceptional hospitality. You should strive to be concise yet thorough, empathetic yet factual, and always open to improvement.
Potential guests will notice the dedication and professionalism of your responses. By acknowledging issues, maintaining a courteous tone, and providing solution-focused replies, you can turn each review into a positive endorsement for your property, even when addressing criticism. In moments when emotions run high or time is limited, tools like ChatGPT can assist in drafting your responses.
But review management is just one piece of the puzzle. The best hosts don’t just react to feedback, they proactively prevent issues before they arise.
Investing in smart technology can help you maintain a seamless guest experience, reducing the likelihood of negative reviews in the first place. Platforms like Minut provide real-time insights into noise levels, occupancy, and humidity, making sure you stay ahead of potential issues and create a more comfortable, well-managed space for your guests. Thoughtful communication, combined with proactive property management, builds a welcoming environment, leading to more bookings, happier guests, and a thriving short-term rental business.
