Guest reviews are more than just feedback – they’re public reflections of your hospitality brand. But what many hosts overlook is the value of responding to those reviews. Whether glowing, fair or negative, your response is your chance to leave a lasting impression, not only on the guest who stayed, but on the countless future guests reading along.
Why Your Response Counts
A well-crafted reply does more than say “thank you.” It shows that you’re attentive, professional and committed to creating great experiences. Here’s why it matters:
• It builds trust. Guests browsing your listing will notice that you care enough to engage.
• It gives context. A polite reply can clear up any misunderstandings or clarify issues mentioned in reviews.
• It boosts your brand. Consistent, thoughtful responses enhance your reputation as a responsible host.
• It supports the algorithm. Airbnb and other platforms reward responsive hosts with higher rankings and visibility.
When to Respond
Ideally, respond to all reviews – whether they’re positive, neutral or negative – within a few days of receiving them. Promptness shows you’re active and attentive, while timeliness keeps your communication relevant to the experience.
How to Respond to Different Types of Reviews
⭐ Responding to Positive Reviews
These are the easiest and most enjoyable to reply to – but don’t get lazy! Use this opportunity to reinforce your brand tone and encourage future bookings.
What to do:
• Thank the guest personally.
• Mention something specific from their review to show you genuinely read it.
• Express that you’d love to welcome them back.
Example:
“Thank you so much, Sarah! We’re thrilled you enjoyed the ocean views and cosy fireplace – it’s one of our favourite features too. It was a pleasure hosting you, and we’d love to welcome you again for another getaway soon!”
⭐ Responding to Fair or Neutral Reviews
These might come from guests who enjoyed their stay overall but mentioned a few minor issues. This is a valuable chance to show potential guests how you handle feedback constructively.
What to do:
• Acknowledge their appreciation.
• Gently address any concerns.
• Mention steps you’re taking (if applicable).
• Stay professional and friendly.
Example:
“Thanks for your feedback, Tom – we’re so glad you had a relaxing stay! We appreciate your note about the kitchen utensils and have since added a few extras. Your input helps us improve, and we hope to host you again in the future!”
⭐ Responding to Negative Reviews
It’s never fun to receive a critical review, but how you respond can be even more important than the review itself. A calm, professional reply can demonstrate grace under pressure and earn the respect of future guests.
What to do:
• Stay calm and courteous, no matter how unfair the review may feel.
• Apologise for their experience – even if you disagree with their take.
• Clarify politely if something was misrepresented.
• Mention how you’re addressing the issue (if applicable).
Example:
“Thank you for your feedback, Emily. We’re truly sorry to hear that your experience didn’t meet expectations. We always aim to provide a comfortable and welcoming space, and we’re looking into the issue with the Wi-Fi you mentioned. Your comments are helpful and will guide improvements moving forward.”
Final Thoughts
Review responses aren’t just polite gestures – they’re your voice in the conversation, your side of the story and your best opportunity to show future guests what kind of host you are.
So don’t let reviews speak for you – speak with them.
