Reviews are essential for any host's Airbnb business. Most of us generally read reviews before booking a stay at an Airbnb property, which should help us make a better decision. And no matter how hard a host tries to satisfy a guest, expect that they may yet submit a bad review that is wholly unfair, motivated by anger, or even feels misled. We all have had that experience serving as hosts and understand.
Having said that, it goes without saying that a bad review on your Airbnb property will affect the number of reservations you get. Fortunately, although it can be difficult, there are actions you can do to avoid leaving a negative review that may be removed.
Now let's dig deeper into:
In the absence of specific details about what might have gone wrong or who might have been at fault, there is no chance of removing a negative review. Similarly, Airbnb does not allow hosts to delete unfavorable or critical reviews submitted by guests.
The host can request the removal of a review from Airbnb. But keep in mind that Airbnb won't take this action until the review issue violates Airbnb’s review policy. Moreover, the host has 30 days to respond to the review, expressing their point of view or opinion and, if the review is untrue, warning future guests.
Having said that, Airbnb also announced last year the removal of retaliatory reviews which means that guests who seriously violate policies such as:
regardless of when it was published can be contested by the host.
Although a review's removal is not guaranteed, Airbnb will ask for supporting documents including photos or conversation threads with guests that indicate a major breach of Airbnb policy as well as the manner in which your enforcement of a rule escalated in the retaliatory review.
Airbnb will only take into account the removal of a negative review if it breaches the policy as well must address one or more of the following issues mentioned below:
Sometimes, a host is forced to accept negative feedback from guests. However, as long as the host can provide proof, they shouldn't have any issue getting Airbnb to delete a review if a guest threatens to leave negative reviews or asks for a discount in exchange for favorable ratings.
Reviews that include identifiable information about the host or the property, such as the host's name, phone number, address, or any other oblique references to such information, may be removed.
The host can provide proof that the guest who left a review never actually stayed at the property and instead booked it for someone else, they might be able to persuade Airbnb to take it down. But bear in mind that it can be difficult to prove this.
If the guest suggests or even requests a refund in the review and indicates that an Airbnb investigation is currently underway, this review can be subjected to removal.
The majority of bad reviews may be found here, but it's also the hardest to justify. Airbnb could be able to remove the review if the host can prove beyond a shadow of a doubt that the guest is dishonest. But keep in mind that the decision is entirely up to the Airbnb case manager. So make sure to treat him or her with additional courtesy.
It's simple for hosts to ask Airbnb to remove from the platform any guest reviews that criticize someone's morals or political views.
Negative reviews from guests that are not out of the Airbnb host's control, such as those about a flight, a restaurant, etc., may be removed after mediation with Airbnb, as these occurrences are typically unconnected and shouldn't be the foundation for a bad review.
The host can always contact Airbnb to have misleading or fake reviews regarding your property removed, even though an Airbnb review cannot be undone. However, keep in mind that the review must violate Airbnb's review policy; otherwise, there is no chance that it will be removed from the site.
Having said that, here are some simple steps you can take in requesting fake Airbnb reviews to be removed:
Step 1- After signing in, go to your Airbnb profile Step 2- At the bottom of the page, go to the “Help” section Step 3- Select "Report a New Issue" under "Contact Us" to send us a message. Step 4- There is a space you’ll notice where you can mention a detailed justification for why the review should be taken down.
Unfortunately, suppose your request to delete an Airbnb review is denied. In that case, even after you've typically contacted customer support at least twice and expressed your concerns, it is undoubtedly the end of the line.
Having said that, it's essential to manage negative reviews proactively by putting them on a favorable spin and publicly responding, regardless of the circumstances causing the bad reviews.
The following considerations should be made when handling a negative review:
Many hosts take feedback personally and become defensive, which shows in their responses rather than maintaining a professional attitude. Having said that, it's critical to remember that a bad review does not always indicate your character.
Spend some time thoroughly reading and analyzing a negative review so you can learn from it and become a better host. Additionally, concentrate on what you can change to receive a 5-star review rather than what went wrong.
Most unfavorable reviews frequently have a simple misunderstanding as the source of their dissatisfaction. Having said that, it is advised for hosts to get in touch with the guest and ask them what went wrong. Also, make sure to thank them for their opinion and let them know that you'll be taking their suggestions into consideration.
Additionally, doing this will result in a professional and more intimate tone. Do not anticipate the guest to remove the review, though, as it is not 100% assured. Instead, use this as an opportunity to figure out how to improve the experience for future guests and pinpoint any areas where, for instance, guests might be misinterpreting your Airbnb listing.
Acknowledge faults with an open heart when you think something could have been done better on your end.
"Customers are always right" is the core value of the hospitality sector which is also applicable to running an Airbnb business. Therefore, even if you think the guest's review was unjust, you should always sincerely apologize to them for their bad experience.
More importantly, don't completely ignore reviews; instead, show that you are aware of the problem and are fully understanding it from their perspective.
Be aware, both the reviews and your responses to the guest are irreversible. Therefore, it is crucial to always be respectful and prevent letting an outburst of anger be the reason for it to spiral out of control, regardless of what the negative review is about.
Take into account that no one wants to stay with an unpleasant host. Having said that, harsh behavior will only increase your bad reviews, harm your professional reputation, and drive away potential guests. Also, aim to mention any positives right away in your response as well.
Never apologize once and move on. Remember that reviews are irreversible, and future guests are especially interested in reading your apology, how the issue was handled, and whether or not the issue has been fixed.
Always give the guest a sincere thank you for their opinions. It can be very effective to start with a simple "Thank you for taking the opportunity to bring this to our attention" or "I appreciate your comments, it really helps me grow as a host".
Being fully aware of the entire review process and criteria is crucial for any host in preventing negative reviews. Remember that occasionally, failing to meet the expectations of the guests may result in poor reviews.
In light of that, the following tips can assist you in avoiding negative Airbnb reviews:
Take note that a bad review, though, is hardly the end of everything. No matter what the review says, reply positively and make the most of it. Additionally, every time you have a guest, seize the opportunity to brush up on your hospitality skills and offer guests top-notch service and experience.