When you have a bad review on Airbnb – this feels like a direct blow to the face. After all, you’ve done everything that you could to provide perfect host conditions and yet, someone is not satisfied with a stay. What to do? Here are a few tips.
The worst thing you can do is to go ahead and start acting emotional. Instead, make sure that you are actually reasonable. See what the complaint is about and react appropriately – this is going to make a good impression on everyone who is reading it after the fact. Especially if you are targeting business guests this part gets even more important. Act like a businessperson.
Instead of getting down on yourself, make sure that you do everything you can to draw all the value from it. Negative experience is still an experience and you need to make sure that you’ve drawn all the proper conclusions. Do not forget to screen your guest in advance too. If the guest has positive reviews and complete profile, he is less likely to leave a causeless review.
A good hearted “sorry” can always do the trick. Acknowledge that you’ve made a mistake and make sure to prevent it from happening again in the future – it’s that simple. Give it a try.
You can offer some sort of compensation in order to show that you care about the negative review and that you want to ensure that everything is handled properly afterwards. Don’t procrastinate and respond to review as soon as you can. Show your guests that they are heard.
It’s easy to get triggered off a negative comment. However, it is particularly important for you to respond in a calm manner which is professional and friendly at the same time. And don’t let a bad review to ruin your day. You’ve got more bookings to come.
Keep in mind that you have a saying at this as well. If you feel the review was unwarranted, you can explain the situation and provide the actual insight on it. You shouldn’t sound as if you are making excuses.
In any case – there is absolutely nothing for you to worry about. Make sure that you handle everything with the necessary composure and reason and everything will be good. You shouldn’t give it that much thought, after all – this is not the end of the road. Things like this happen while running Airbnb business. Draw the proper conclusions – and get over it.