Where to find and open a review to reply
When a guest leaves you a review, Airbnb sends you an email notification. You can reply from that email, or you can log into your Airbnb account and find the review in your Host Dashboard. Go to the Reviews section under your listing — you'll see all reviews there, both new and old. Click on the review you want to reply to, and a text box will appear below it.
You have 30 days from the date the review was posted to write your reply. After 30 days, the option to reply closes, and your response cannot be added. If you miss the window, the review stays on your listing without a host response.
Key Takeaways
- You have 30 days from the review posting date to reply; after that, the option closes permanently.
- Keep your reply brief, factual, and professional — aim for two to four sentences that address the guest's specific points.
- Acknowledge valid concerns and offer context for problems, but do not argue or make excuses that sound defensive.
- Replies are visible to future guests, so write as though you are speaking to them, not just to the reviewer.
- If a review violates Airbnb's policies, report it separately rather than arguing in your reply.
What to say in a positive or neutral review reply
If the review is positive or neutral, keep your reply warm and brief. Thank the guest by name if you can, mention something specific they said, and invite them back. A reply like "Thank you so much, Sarah — we loved having you and appreciated how you took care of the space. We hope to see you again soon" takes 10 seconds to read and shows future guests that you value your visitors.
Even for five-star reviews, a reply matters. It signals that you read feedback and care about the guest experience. You do not need to write much — two or three sentences is plenty. The goal is to be warm without sounding like you are reading from a script.
How to respond to a critical or negative review
A negative review is harder to write, but your reply is your chance to show future guests how you handle problems. Read the review carefully and identify what the guest actually complained about — cleanliness, communication, noise, missing amenities, or something else. Then address that specific issue in your reply.
If the complaint is fair, acknowledge it. "You're right that the shower pressure was low, and I've since had a plumber check the system" shows you take feedback seriously and have acted. If the complaint is unfair or based on a misunderstanding, provide context without arguing. "The checkout time is 11 a.m. as stated in the listing, but I'm sorry the timing didn't work for you" is factual and respectful.
Do not defend yourself harshly or make excuses that sound like you are blaming the guest. "You didn't read the house rules" or "Other guests loved it" will make future guests trust you less, not more. Your reply should sound like you are solving a problem, not winning an argument.
When to report a review instead of replying
Some reviews violate Airbnb's policies and should be reported rather than replied to. If a review contains false claims about your property, personal attacks, or information that should not be public (like a guest's full name or contact details), report it to Airbnb separately. You can still write a reply, but reporting gives Airbnb a chance to remove the review if it breaks the rules.
Do not use your reply to argue that the review is false or unfair. That comes across as defensive and does not change the guest's mind. If you report the review and Airbnb removes it, the problem is solved. If they keep it, your professional reply will matter more than a defensive one would.
How your reply affects your listing and future bookings
Your reply is visible to all future guests who read the review. It appears directly below the guest's words, so it is the last thing they see. A thoughtful reply can soften the impact of a negative review — it shows you are attentive and willing to fix problems. A defensive or missing reply makes a negative review look worse.
Hosts with reply rates above 90 percent tend to book more consistently than those who ignore reviews. Future guests interpret a missing reply as indifference. Even if you disagree with a review, a brief, professional response shows you are engaged and professional.
Tips for writing replies that work
Keep your reply to two to four sentences. Longer replies look like you are over-explaining or arguing. Use the guest's name if you remember it or if the review mentions it. Avoid generic phrases like "Thank you for staying with us" — be specific about what the guest said or did.
Read your reply out loud before you post it. If it sounds defensive, frustrated, or sarcastic, rewrite it. Your tone should be calm and helpful, even if the review upset you. Take a break and come back to a negative review the next day if you need to — a reply written in anger often regrets itself.
Do not mention money, compensation, or offers to refund in your reply. If you want to offer a guest a refund or discount for a future stay, contact them directly through the Airbnb messaging system, not in a public review reply.
Frequently Asked Questions
Can I edit or delete a reply after I post it?
Yes. Go back to the review, click on your reply, and you'll see options to edit or delete it. You can change your reply as many times as you want before the 30-day window closes. After 30 days, you cannot edit or add a reply, but you can delete an existing one if you choose.
What if a guest leaves a review but I never met them or they never stayed?
This is rare but can happen if someone books under a false name or if there's a system error. Report the review to Airbnb and explain the situation. In your reply, you can note that you have no record of this guest's stay, but keep it brief and factual rather than accusatory.
Should I reply to every review, even the five-star ones?
You do not have to, but it is a good habit. Replying to positive reviews takes 30 seconds and shows future guests that you are present and grateful. It also increases your reply rate, which can help with bookings. Aim to reply to at least 90 percent of reviews.
Can I ask a guest to change their review if I reply?
No. Airbnb does not allow hosts to ask guests to edit or remove reviews in exchange for anything. If you contact a guest and ask them to change a review, you risk violating Airbnb's policies. Your reply is your only public response.
What if the review mentions a problem I've already fixed?
Mention it in your reply. "Thank you for letting us know about the broken lamp — we replaced it when ready and have checked all other fixtures since then" shows future guests that you respond to feedback and maintain the property. This turns a potential concern into proof that you care.