Respond within 14 days, keep it brief and professional, and address the specific complaint without arguing
A bad review stings, but your response matters more than the review itself. Airbnb hosts can reply to any review within 14 days of it being posted. Your response is visible to future guests right below the negative review, so a thoughtful reply can actually reassure people that you take feedback seriously and handle problems well.
The goal is not to defend yourself or convince the reviewer they were wrong. The goal is to show other potential guests that you are reasonable, that you listen, and that you fix problems. A response that sounds angry, dismissive, or argumentative will damage your reputation far more than the original review.
Key Takeaways
- You have 14 days from the review date to post a response; after that, you cannot add or edit one.
- Keep your response to two or three sentences maximum—longer replies look defensive and make the negative review more prominent.
- Address the specific complaint mentioned in the review, even if you disagree with it.
- Offer a concrete action you took or will take, such as refunding a portion, fixing an issue, or reaching out to the guest directly.
- Never respond when you are angry; write your reply, wait a few hours, and read it again before posting.
Read the review carefully before you write anything
Spend at least an hour between reading the review and writing your response. Your first instinct will be to correct the guest or explain why they are wrong. That instinct will make your response worse.
Instead, read the review once for emotion, then read it again for facts. Separate what the guest felt from what actually happened. If they say the shower was cold, that is a fact you can address. If they say they felt unwelcome, that is a feeling—and you cannot argue someone out of a feeling, but you can acknowledge it and explain what you will do differently.
Look for the kernel of truth in the complaint, even if the guest exaggerated or misunderstood something. A guest who says the listing photos were misleading might have had genuinely different expectations, even if you think the photos were accurate. That is the part to address in your response.
Write a response that is short and specific
Your response should be two or three sentences. One sentence is too curt. Four or more sentences start to sound like you are making excuses. Here is the structure that works:
- Acknowledge the specific problem the guest mentioned.
- Say what you did or will do about it.
- Invite them to contact you directly if they want to discuss it further.
Example: "I am sorry the heating system was not working properly during your stay. I have since had it serviced and tested. Please reach out directly if you would like to discuss this further."
Example: "Thank you for the feedback about the kitchen setup. I understand it was not what you expected from the photos. I have updated the listing to show the kitchen more accurately going forward."
Do not use phrases like "I feel your pain" or "I understand how frustrating that must have been." Those sound insincere in writing. Stick to what you actually did or will do.
Decide whether to offer a refund or credit
You are not required to refund or credit a guest after they have left a bad review. However, offering a partial refund or Airbnb credit can sometimes turn a situation around, especially if the guest had a legitimate problem that you can fix going forward.
A refund makes sense if the guest's complaint points to something that was genuinely broken or missing during their stay—a non-functioning appliance, a major cleanliness issue, or a safety problem. In those cases, a refund shows you take the problem seriously and are not just making excuses.
Do not offer a refund if you think the guest is being unreasonable or if the complaint is about personal preference rather than a real problem. Refunding a bad review can encourage other guests to leave bad reviews hoping for money back. If you do offer a refund, mention it in your response: "I have issued a partial refund to your account for the inconvenience."
Avoid these common mistakes in your response
Do not argue with the guest's version of events. Even if you know they are wrong, arguing in a public response makes you look defensive. If the guest says the Wi-Fi did not work and you know it did, do not say "The Wi-Fi was working the entire time." Instead, say "I am sorry you had trouble connecting. I have upgraded the router and would be happy to help troubleshoot if you try again."
Do not make it personal. Avoid phrases like "This guest was difficult" or "They did not follow the house rules." Future guests reading your response will wonder if you blame them for problems too. Keep the focus on the property and the experience, not on the guest's behavior.
Do not write in all caps, use excessive punctuation, or sound angry. "I CANNOT BELIEVE YOU WOULD SAY THAT!!!" will lose you bookings. A calm, professional tone shows you are in control and trustworthy.
Do not ignore the review. A property with no response to a bad review looks like the host does not care. Even a short, professional response is better than silence.
When to contact the guest privately instead
If the review mentions something that could be a safety issue, a health hazard, or a serious misunderstanding, consider reaching out to the guest through Airbnb messaging before or instead of posting a public response.
For example, if a guest says they found mold in the bathroom, that is something you need to investigate and fix when ready. A public response that says "I have had the bathroom inspected and treated" is good, but reaching out privately first shows you are taking it seriously right away.
You can also reach out privately if you think the guest might be willing to revise or remove the review once they understand what happened. Airbnb allows guests to edit or delete reviews, but only if they choose to. A respectful private message that addresses their concern might lead to that outcome. However, do not offer money or refunds in exchange for changing a review—that violates Airbnb's terms.
Update your listing or processes based on the feedback
The best response to a bad review is to actually fix the problem. If a guest complained about unclear check-in instructions, rewrite them. If they said the listing photos did not match reality, update the photos. If they mentioned a broken appliance, repair or replace it.
When you make these changes, you can mention them in your response: "I have updated the check-in instructions to be clearer" or "I have replaced the coffee maker." This shows future guests that you listen and improve based on feedback.
Keep a record of what you changed and when. If you get multiple complaints about the same thing, that is a signal that the problem is real and worth your attention. If you get one complaint about something unusual, it might be a one-time misunderstanding, but fixing it anyway shows you care about the guest experience.
Frequently Asked Questions
Can I delete a bad review?
No. Airbnb does not allow hosts to delete reviews. You can only respond to them. A review can be removed by Airbnb if it violates their policies—for example, if it contains profanity, threats, or personal information—but you cannot request removal just because you disagree with it.
What if the guest is lying about what happened?
Do not accuse them of lying in your response. Instead, state the facts calmly: "The heating system was working when the guest checked in and was tested again the next morning." Let other guests read both the review and your response and make their own judgment. A calm, factual response to an unfair review often looks better than the review itself.
Should I respond to every review, good or bad?
You do not have to respond to positive reviews, though many hosts do to say thank you. You should respond to every negative or mixed review. A property where the host responds to complaints looks more trustworthy than one where complaints go unanswered.
How long does it take for my response to appear?
Your response appears when ready after you post it. It will be visible to anyone viewing the listing, right below the guest's review.
Can I ask a guest to remove a bad review?
You can ask politely through private messaging, but Airbnb does not allow you to offer money or refunds in exchange for removing or changing a review. If a guest chooses to edit or delete their review, that is their decision. Focus on writing a good response instead.