How to Respond to a Negative Review on Airbnb or VRBO

It’s the moment every host dreads. You open your app, see a new review, and your heart sinks. It’s not the 5-star rating you were hoping for. A negative review can feel like a personal attack, but how you handle it publicly is what defines you as a professional host.

A calm, professional, and strategic response can actually win you future bookings. Why? Because potential guests aren't just reading the negative review; they are reading your response to see how you handle problems.

Panicking or being defensive is a common mistake. Here’s the right way to respond.

Step 1: Don't Respond Immediately

Your first instinct will be to fire back a defensive reply. Don't do it. A negative review stings, and responding with emotion will only make things worse. Take a 24-hour break to cool off and think objectively about the guest's feedback.

Step 2: Acknowledge and Apologize (Even if You Disagree)

Your public response is not for the guest who left the review; it’s for all the future guests reading it. The first step is to show that you are a reasonable and empathetic host.

Start by thanking them for their feedback and acknowledging their experience. A simple "We're so sorry to hear your stay didn't meet your expectations" shows future guests that you care.

Step 3: State the Facts (Calmly and Briefly)

If the review is factually inaccurate, you can gently correct the record. Do not get into a point-by-point argument. State the facts in a neutral tone.

• Guest wrote: "The host never responded to my messages about the broken coffee maker!"
• Your response could include: "We were so sorry to hear the coffee maker wasn't working. As per our messages on the app at 8:05 AM, we did drop off a brand new replacement by 10 AM the same morning."

Step 4: Highlight the Positive and State Your Solution

This is the most important part. Show future guests that you are a proactive problem-solver. Explain what you have done to ensure this issue never happens again.

Example: "We appreciate you bringing the issue with the shower drain to our attention. We've since had a plumber professionally service it to ensure it's flowing perfectly for all future guests."

The Golden Rule: Keep it Short, Professional, and Positive

Never get into an emotional back-and-forth. A short, professional response that acknowledges the issue and demonstrates you've solved it will turn a negative into a positive, showing potential guests that even if something goes wrong, you're the kind of host who will make it right.

The Best Defense is a Good Offense

The easiest way to handle negative reviews is to prevent them from happening in the first place. This is achieved by creating a flawless guest experience through clear communication and systematic operations.

Using professional communication templates and having detailed checklists for cleaning and staging are the best ways to ensure a 5-star stay every time.

Our Professional Host Bundle gives you the systems you need to minimize problems and consistently earn great reviews.

Invest in the tools that prevent bad reviews before they start.