Respond within 14 days to keep your reply visible to future guests
Airbnb gives you 14 days from the date a guest posts a review to write a response. After that window closes, you can still respond, but your reply will appear below the original review instead of directly next to it—making it less likely future guests will read it. If a review is inaccurate or unfair, responding quickly matters.
You can respond to any review, whether it's five stars or one. The response box appears on your listing page under each review. Click "Reply" or "Respond," type your message, and submit. Your response is permanent once posted, so read it over before you send.
Key Takeaways
- You have 14 days to respond before your reply moves below the review instead of appearing next to it.
- Keep responses brief, professional, and factual—never defensive, sarcastic, or accusatory toward the guest.
- Address specific complaints directly rather than ignoring them or offering generic thanks.
- Use responses to show future guests how you handle problems, not to argue with the guest who left the review.
- You cannot remove a review unless it violates Airbnb's policies, but a thoughtful response can soften its impact.
What to do when a review is positive
A five-star or four-star review deserves a genuine thank-you. Keep it short—two or three sentences. Mention something specific the guest said they enjoyed: the view, the location, your communication, the cleanliness, the bed. This shows future guests that you read reviews and that you care about what visitors experience.
Example: "Thank you so much for staying with us and for the kind words about the kitchen. We loved having you here and hope you'll visit again soon." That takes 15 seconds to write and reminds the next person reading that real guests have had good stays.
How to respond to a negative review without making it worse
A one-star or two-star review is harder to face, but your response is your chance to show future guests that you take feedback seriously. Do not argue, do not blame the guest, and do not make excuses. Instead, acknowledge the problem, explain what you've done or will do about it, and keep your tone calm and professional.
If the guest complained about cleanliness, say something like: "We're sorry the space wasn't as clean as you expected. We've reviewed our cleaning process with our team and made changes to prevent this in the future." You're not admitting you were negligent—you're showing that you respond to feedback. If the guest complained about noise, heat, or a broken item, do the same: acknowledge, explain your response, move on.
Never write "We're sorry you felt that way"—that phrase dismisses the guest's experience. Never say "Other guests loved it" or "This is the first complaint we've had"—that sounds like you're arguing. Never ask the guest to change their review or contact you privately. Airbnb's policy prohibits that, and it looks bad to future readers.
Responding when the review contains false information
If a guest claims something that isn't true—that the listing didn't match the photos, that an amenity you advertise wasn't there, that you were rude—you can politely correct the record in your response. Stick to facts you can verify. If the guest says the Wi-Fi didn't work and you have no record of a complaint during their stay, you can say: "We're sorry to hear about the Wi-Fi issue. We didn't receive a message about this during your stay, so we weren't able to troubleshoot it. Our Wi-Fi has been tested and is working. Please reach out if you experience issues in the future."
This response doesn't call the guest a liar. It documents that you didn't know about the problem and shows you've checked the system since. Future guests reading this will understand that either the problem was temporary or the guest may have had a connectivity issue on their end.
When to ask Airbnb to remove a review
Airbnb will remove a review only if it violates its content policy. That means the review contains hate speech, sexual content, threats, or personal information (like your home address or phone number). A bad review about your service, even if you think it's unfair, is not grounds for removal.
If a review does violate the policy, go to the review itself and click "Report this review." Explain which policy it breaks. Airbnb's team will investigate. This process takes time and doesn't always result in removal, but it's your only formal option.
Do not contact the guest and ask them to delete the review. Do not offer them money or a refund in exchange for changing it. Airbnb prohibits this and can suspend or remove your listing if you try.
Using your response to show future guests you're responsive
Your response to a negative review is really a message to the next person thinking about booking. If someone sees a one-star review followed by a thoughtful, honest response from you, they're more likely to trust that you'll handle problems fairly. If they see no response, or a defensive one, they'll assume you don't care.
The best responses show that you listen, that you take action, and that you're not perfect but you're willing to improve. A guest who had a bad experience and sees you've made changes is more likely to give you a second chance or to recommend you to others despite the bad review.
Frequently Asked Questions
Can I edit or delete my response after I post it?
No. Once you submit a response, it's permanent. You cannot edit it or take it down. This is why reading your response twice before posting matters. If you made a typo or said something you regret, your only option is to contact Airbnb support and ask them to review the situation, but they rarely delete host responses.
What if the guest responds to my response?
Guests can reply to your response, and their reply will appear below yours. You can respond to their reply as well, and the conversation can continue. Keep replies brief and professional. If the conversation becomes repetitive or hostile, it's okay to stop responding—future guests will see the full thread and make their own judgment.
Should I offer a refund or discount in my response?
No. Offering money in your response looks like you're trying to buy a better review, which violates Airbnb's policies. If you genuinely want to offer a refund or discount, contact the guest privately through Airbnb's messaging system before they leave, not after the review is posted. After the review is public, any offer looks like a bribe.
Does my response affect my rating or search ranking?
Your response itself doesn't change your star rating or how Airbnb's algorithm ranks your listing. The review stays as the guest wrote it. But a thoughtful response can influence whether future guests trust your listing enough to book, because they'll see that you handle problems professionally.
What if I disagree with the review but don't want to argue?
You can acknowledge the guest's experience without agreeing that you did something wrong. Try: "We're sorry your stay didn't meet your expectations. We'd welcome the chance to make things right if you'd like to reach out." This opens a door without being defensive, and it shows future guests that you're willing to listen.