Responses To Negative Guest Reviews
Welcome to our vacation rental (Airbnb/Vrbo) review response guide! As a host or property manager, you know that getting negative reviews is never easy. However, responding to these reviews can be an opportunity to show potential guests that you care about their experience and are committed to providing excellent service. In this guide, we’ve compiled a list of effective responses to negative reviews on Airbnb. Whether you’re dealing with a difficult guest, a bad review, or just need some inspiration, our examples will help you craft a thoughtful and professional response that can turn a negative experience into a positive one. So let’s dive in and learn how to respond to negative reviews like a pro!
| Type of issue | Possible response |
| Uncleanliness | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are truly sorry to hear that your stay did not meet your expectations due to the issue of uncleanliness. Please accept our sincerest apologies for any inconvenience caused. We take cleanliness very seriously and we are disappointed to hear that we fell short in this area during your stay. We have taken immediate action to address this issue and have implemented additional cleaning protocols to ensure that this does not happen again in the future. We appreciate your feedback as it helps us to improve our services and provide a better experience for our guests. We hope that you will give us another chance to exceed your expectations in the future. Thank you for choosing our property for your stay. Best regards, [Your Name] |
| Misrepresentation | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you had an issue with misrepresentation during your stay. We take all guest feedback seriously and we would like to apologize for any inconvenience this may have caused you. We would like to assure you that we always strive to provide accurate and detailed information about our properties to ensure that our guests have a comfortable and enjoyable stay. We understand that you may have had a different expectation and we apologize for any confusion that may have arisen. We would like to take this opportunity to thank you for choosing our property for your stay and we hope that you will consider staying with us again in the future. If there is anything we can do to make your next stay more comfortable, please do not hesitate to let us know. Thank you again for your feedback and we wish you all the best. Best regards, [Your Name] |
| Poor communication | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are truly sorry to hear that you experienced poor communication during your stay. We understand how important it is to have clear and timely communication with our guests, and we apologize for falling short in this area. We take all guest feedback seriously and will be reviewing our communication processes to ensure that we are providing the best possible experience for our guests. We appreciate your honesty and hope that you will give us another chance to exceed your expectations in the future. Thank you again for choosing to stay with us. Best regards, [Your Name] |
| Inadequate amenities | Dear [Guest], Thank you for taking the time to leave a review of your recent stay at our vacation rental. We are sorry to hear that you experienced inadequate amenities during your stay and that this impacted your overall experience. We take all feedback seriously and are committed to ensuring that our guests have a comfortable and enjoyable stay. We would appreciate it if you could provide us with more specific details about the amenities that were lacking so that we can address these issues and improve our service for future guests. We understand that your experience fell short of your expectations, and we apologize for any inconvenience this may have caused. We would like to offer you a discount on your next stay with us as a gesture of goodwill and to show our commitment to providing the best possible experience for our guests. Thank you again for your feedback, and we hope to have the opportunity to welcome you back in the future. Best regards, [Your Name] |
| Uncomfortable furnishings | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you found the furnishings uncomfortable during your stay. We take all guest feedback seriously and will be sure to address this issue with our team. We strive to provide our guests with a comfortable and enjoyable stay, and we apologize that we fell short in this instance. We appreciate your honesty and hope that you will give us another chance to exceed your expectations in the future. Thank you again for your review and for choosing to stay with us. Best regards, [Your Name] |
| Noise levels | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced noise levels during your stay that impacted your overall experience. We understand how important it is to have a peaceful and comfortable stay, and we apologize for falling short in this regard. We take all guest feedback seriously and will be reviewing our noise policies and procedures to ensure that we are doing everything we can to minimize any disturbances. We appreciate your honesty and hope that you will consider staying with us again in the future so that we can provide you with a better experience. Thank you again for your feedback and for choosing to stay with us. Best regards, [Your Name] |
| Safety concerns | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced safety concerns during your stay. The safety and well-being of our guests is our top priority, and we take all concerns seriously. We would like to assure you that we have taken immediate action to address the issue you raised. We have conducted a thorough inspection of the property and have made necessary changes to ensure that our guests can enjoy a safe and comfortable stay. We understand that your experience fell short of your expectations, and we apologize for any inconvenience this may have caused. We hope that you will give us another chance to provide you with a better experience in the future. Thank you for choosing our property for your stay. Best regards, [Your Name] |
| Maintenance issues | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are truly sorry to hear that you experienced maintenance issues during your stay. We understand how frustrating it can be when things don’t go as planned, and we apologize for any inconvenience this may have caused. We take all guest feedback seriously and have already taken steps to address the maintenance issues you mentioned. Our team has conducted a thorough inspection of the property and made the necessary repairs to ensure that future guests do not encounter similar issues. We appreciate your honesty and hope that you will consider staying with us again in the future. We are committed to providing our guests with a comfortable and enjoyable experience, and we would love the opportunity to show you that we can deliver on that promise. Thank you again for your feedback, and please do not hesitate to reach out to us if you have any further concerns or questions. Best regards, [Your Name] |
| Inaccurate pricing | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced an issue with inaccurate pricing during your stay. We understand how frustrating this can be and we apologize for any inconvenience caused. We take all feedback seriously and we have taken steps to ensure that this issue is addressed and resolved. We have reviewed our pricing policies and procedures to ensure that they are accurate and up-to-date. We have also implemented additional training for our staff to ensure that they are knowledgeable about our pricing policies and can provide accurate information to our guests. We appreciate your feedback and we hope that you will give us another opportunity to provide you with a better experience in the future. If you have any further concerns or questions, please do not hesitate to reach out to us. Thank you for choosing to stay with us. Best regards, [Your Name] |
| Difficult check-in/check-out process | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced difficulties during the check-in and check-out process. We understand how frustrating this can be, and we apologize for any inconvenience caused. We take all feedback seriously and will be reviewing our check-in and check-out procedures to ensure that they are as smooth and efficient as possible for our guests. We appreciate your patience and understanding during this time. We hope that despite this issue, you were able to enjoy your stay with us. If there is anything else we can do to improve your experience, please do not hesitate to let us know. Thank you for choosing to stay with us, and we hope to have the opportunity to welcome you back in the future. Best regards, [Your Name] |
| Unwelcoming atmosphere | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you did not feel welcomed during your stay. We take all feedback seriously and will use your comments to improve our services. We would like to apologize for any inconvenience caused during your stay. We strive to provide a comfortable and welcoming atmosphere for all of our guests, and we regret that we fell short in your case. We would like to assure you that we have taken steps to address the issue you raised and have implemented measures to ensure that all of our guests feel welcome and comfortable during their stay. We appreciate your feedback and hope that you will consider staying with us again in the future. Best regards, [Your Name] |
| Inconvenient location | Dear [Guest], Thank you for taking the time to leave a review of your recent stay at our vacation rental. We are sorry to hear that you found the location to be inconvenient during your stay. We understand that location is an important factor when choosing a vacation rental, and we apologize for any inconvenience this may have caused. We would like to take this opportunity to clarify that our vacation rental is located in a quiet and peaceful neighborhood, away from the hustle and bustle of the city. While this may not be ideal for everyone, we believe that it offers a unique and relaxing experience for those looking to escape the crowds and enjoy some peace and quiet. We appreciate your feedback and will take it into consideration as we continue to improve our vacation rental. We hope that you will consider staying with us again in the future and giving us the opportunity to provide you with a better experience. Thank you again for your review. Best regards, [Your Name] |
| Poor Wi-Fi connection | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced poor Wi-Fi connection during your stay. We understand how important it is to have a reliable internet connection, especially when traveling. We would like to apologize for any inconvenience this may have caused you. We have taken note of your feedback and have already taken steps to improve the Wi-Fi connection in our property. We have upgraded our internet service provider and installed additional routers to ensure that our guests have a seamless and uninterrupted internet experience. We appreciate your honesty and hope that you will consider staying with us again in the future. We are committed to providing our guests with the best possible experience and will continue to make improvements to our property based on your feedback. Thank you again for choosing to stay with us and for sharing your thoughts with us. We hope to have the opportunity to welcome you back soon. Best regards, [Your Name] |
| Pest infestations | Dear [Guest], Thank you for taking the time to leave a review of your recent stay at our vacation rental. We are truly sorry to hear that you experienced pest infestations during your stay. We understand how frustrating and uncomfortable this can be, and we want to assure you that we take this matter very seriously. We have taken immediate action to address the issue and have implemented additional measures to prevent any future occurrences. We have also contacted a professional pest control company to thoroughly inspect and treat the property. We apologize for any inconvenience this may have caused you during your stay. We strive to provide our guests with a comfortable and enjoyable experience, and we are disappointed that we fell short in this instance. We appreciate your feedback and hope that you will consider staying with us again in the future. We would love the opportunity to show you the improvements we have made and provide you with a better experience. Thank you again for your review. Best regards, [Your Name] |
| Unpleasant odors | Dear [Guest], Thank you for taking the time to leave a review of your recent stay at our vacation rental. We are sorry to hear that you experienced unpleasant odors during your stay and that it impacted your overall experience. We take all guest feedback seriously and have taken immediate action to address the issue. Our team has thoroughly inspected the property and identified the source of the odor. We have since taken steps to eliminate it and ensure that it does not happen again in the future. We understand that your stay did not meet your expectations and we apologize for any inconvenience caused. We hope that you will consider staying with us again in the future and give us the opportunity to provide you with a better experience. Thank you again for your feedback and for choosing our vacation rental for your stay. Best regards, [Your Name] |
| Inaccurate guest capacity | Dear [Guest], Thank you for taking the time to leave a review of your recent stay at our vacation rental. We are sorry to hear that you experienced an issue with the guest capacity during your stay, and we apologize for any inconvenience this may have caused. We take all feedback seriously and will be reviewing our listing to ensure that the guest capacity is accurately reflected. We understand the importance of providing accurate information to our guests, and we are committed to making sure that our listing is as transparent as possible. We appreciate your feedback and hope that you will consider staying with us again in the future. If you have any further concerns or questions, please do not hesitate to reach out to us. Thank you again for your review. Best regards, [Your Name] |
| Inadequate privacy | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced inadequate privacy during your stay. We take all guest feedback seriously and will be looking into ways to improve the privacy of our property. We understand that privacy is an important aspect of any vacation rental experience, and we apologize for falling short in this area. We want all of our guests to feel comfortable and secure during their stay, and we will be taking steps to ensure that this issue is addressed. We appreciate your honesty and hope that you will consider staying with us again in the future. We are committed to providing our guests with the best possible experience, and we will do everything we can to make sure that your next stay is a great one. Thank you again for your feedback, and we hope to have the opportunity to welcome you back soon. Best regards, [Your Name] |
| Lack of parking options | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced a lack of parking options during your stay. We understand how frustrating this can be, and we apologize for any inconvenience it may have caused. We would like to clarify that the parking situation in the area is unfortunately beyond our control. However, we do our best to inform our guests of the available parking options in the vicinity and provide them with alternative solutions. We appreciate your feedback and will take it into consideration as we continue to improve our services. We hope that you will give us another chance to provide you with a better experience in the future. Thank you for choosing to stay with us. Best regards, [Your Name] |
| Inflexible cancellation policy | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you were dissatisfied with our cancellation policy during your stay. We understand that unexpected circumstances can arise, and we always strive to be as accommodating as possible. However, as a professional Airbnb / vacation rental manager, we have a responsibility to our property owners to ensure that their properties are booked and occupied as much as possible. This is why we have a cancellation policy in place, which is clearly outlined in our listing and agreed upon by guests at the time of booking. We apologize if this policy caused any inconvenience for you, and we appreciate your understanding of our position. We hope that you were still able to enjoy your stay with us, and we would be happy to welcome you back in the future. Thank you again for your feedback, and we wish you all the best in your future travels. Best regards, [Your Name] |
| Insufficient storage space | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced an issue with insufficient storage space during your stay. We understand how frustrating it can be to not have enough space to store your belongings, and we apologize for any inconvenience this may have caused. We take all guest feedback seriously and are always looking for ways to improve our guests’ experience. We have taken note of your comments and will be looking into ways to increase storage space in the future. We hope that despite this issue, you were able to enjoy your stay with us and that you were able to make the most of our other amenities and services. We appreciate your business and hope to have the opportunity to welcome you back in the future. Thank you again for your feedback. Best regards, [Your Name] |
| Overpriced or unexpected fees | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you were disappointed with the fees associated with your stay. We understand that unexpected costs can be frustrating, and we apologize for any confusion or inconvenience this may have caused. We would like to take this opportunity to clarify our pricing structure and ensure that all future guests are fully informed before booking. Our fees are clearly outlined on our listing page, and we make every effort to be transparent about any additional costs that may apply. We appreciate your feedback and will use it to improve our communication and ensure that all guests have a positive experience when staying with us. We hope that you will consider staying with us again in the future and give us the opportunity to provide you with a more enjoyable stay. Thank you again for your review. Best regards, [Your Name] |
| Disputes or conflicts with host | Dear [Guest], Thank you for taking the time to leave a review of your recent stay at our vacation rental. We are sorry to hear that you experienced disputes or conflicts with our host during your stay, and we apologize for any inconvenience this may have caused. We take all guest feedback seriously and are committed to providing a positive experience for all of our guests. We would like to learn more about the issues you encountered so that we can address them and prevent similar situations from occurring in the future. Please feel free to reach out to us directly to discuss your concerns further. We value your feedback and hope to have the opportunity to make things right. Thank you for choosing our vacation rental for your stay, and we hope to have the chance to welcome you back in the future. Best regards, [Your Name] |
| Poor property management | Dear [Guest], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced poor property management during your stay. We take all guest feedback seriously and will be investigating the matter further to ensure that this does not happen again in the future. We understand that your experience fell short of your expectations, and we apologize for any inconvenience this may have caused. We strive to provide our guests with a comfortable and enjoyable stay, and we are disappointed that we were not able to meet your expectations on this occasion. We would like to assure you that we are committed to providing our guests with the highest level of service and hospitality, and we hope that you will give us another opportunity to exceed your expectations in the future. Thank you again for your feedback, and we hope to have the opportunity to welcome you back soon. Best regards, [Your Name] |
| Outdated or non-functioning electronics | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are sorry to hear that you experienced issues with outdated or non-functioning electronics during your stay. We understand how frustrating this can be and we apologize for any inconvenience caused. We take all guest feedback seriously and we have already taken steps to address the issue. We have conducted a thorough inspection of all electronics in the property and have replaced any outdated or non-functioning items. We have also implemented a regular maintenance schedule to ensure that all electronics are in good working order for future guests. We appreciate your honesty and we hope that you will consider staying with us again in the future. We are committed to providing our guests with a comfortable and enjoyable stay and we will do everything we can to ensure that your next stay with us is a positive experience. Thank you again for your feedback and we wish you all the best. Sincerely, [Your Name] |
| Unexpected construction or renovations | Dear [Guest Name], Thank you for taking the time to share your feedback with us. We are truly sorry to hear that your stay was impacted by unexpected construction or renovations. We understand how frustrating it can be to have your vacation disrupted in this way, and we apologize for any inconvenience caused. We take all guest feedback seriously and will be investigating this matter further to ensure that it does not happen again in the future. We appreciate your patience and understanding as we work to resolve this issue. In the meantime, we would like to offer you a discount on your next stay with us as a gesture of goodwill. We hope that you will consider giving us another chance to provide you with the exceptional experience that you deserve. Thank you again for your feedback, and we hope to have the opportunity to welcome you back soon. Best regards, [Your Name] |
