Tips to manage negative reviews

When we talk about being hosts on platforms like Airbnb, reviews are a crucial topic. What guests say about our short-term rental property, or about us as hosts, not only affects our reputation but also directly influences the number of bookings we can receive. In this article, I want us to discuss the importance of reviews, what we can do to ensure they are positive, how to handle those reviews that aren’t so good, and I want to share my experiences with this type of feedback at El Guaraguao Accommodations.

Why are reviews so important?

When people are unfamiliar with something and want to ensure they are making the best decision when purchasing it, whether it’s a product or a stay at your short-term rental property, they go straight to read the reviews to see what others who have already used or visited it have to say. Reviews are the first impression a potential guest has of your space. In many cases, they will determine whether someone decides to book or continues looking for other options. On the other hand, platforms like Airbnb prioritize hosts with good ratings, which can translate into more visibility and, therefore, more bookings.

Additionally, reviews serve as a tool to evaluate how we are doing things. They give us the opportunity to see our space from the guests' perspective and correct any potential shortcomings.

How to Get Good Reviews?

The key to getting positive reviews is to provide an experience that exceeds guests' expectations. Here are some strategies that have worked well at El Guaraguao Accommodations:

1. Clear and Quick Communication: Timely responses to guests' inquiries foster trust, particularly when you provide detailed and helpful information in a respectful way. Make it clear that you enjoy assisting them. From the initial message to the final day of their stay, ensure that communication is seamless and straightforward.

I understand that tenants may not always ask questions in a friendly way, especially if it’s a complaint about some inconvenience. It’s important to stay calm and respond with respect and patience.

2. Details that Make a Difference: Sometimes, the small details can have a significant impact. At El Guaraguao Accommodations, I make sure to provide amenities such as quality bathroom products, a personalized welcome, and local recommendations that guests greatly appreciate. In addition to the Guidebooks that Airbnb allows you to create on the platform, you can have brochures of nearby restaurants and/or a printed guide in the property where guests can see additional recommendations and instructions that will make their stay easier.

3. Impeccable Cleanliness: There is no room for error here. The space must be spotless when welcoming guests. This is not just a basic standard; it’s the first thing guests mention in their reviews.

   
   

4. Anticipating Needs: Often, guests provide us with details about their trip before they arrive. They might mention their flight arrival time or that they will be checking in at night. One way to anticipate their needs is by offering information about traffic at the time of their arrival or leaving a light on if they arrive at the property at night, so they have better visibility.

What to Do if You Receive a Bad Review?

No matter how well we manage our spaces, a negative review may eventually come in. What’s important is how we handle it. Here are some tips based on my experience:

1. Don’t Take It Personally: I know it’s difficult, but a negative review doesn’t always mean you’re doing a bad job. It might have been a specific situation or something that was beyond your control.

   
   

2. Respond Professionally: Airbnb allows you to publicly respond to a review, and it's crucial to stay calm and courteous. Clarify what happened in an objective manner and offer apologies if necessary, but avoid engaging in a public argument.

   
   

3. Learn and Adjust: Sometimes, negative reviews come with helpful feedback. If the review mentions specific issues (such as cleanliness, communication, or amenities), adjust your practices to address those areas. You can even add new details that will surprise future guests and help counteract the previous perception.

   
   

   My Experience with Negative Reviews at El Guaraguao Accommodations

   
   

   Even when we believe we're doing everything right, there's always the possibility of receiving a negative review. In fact, my first low-rated reviews had nothing to do with my property or my performance as a host. One of them mentioned the proximity of the cemetery to the property. I remember the frustration and sense of helplessness; I asked myself, "What am I going to do now?" I have no control over structures, buildings, or other external things that could impact guests' perceptions of my property.

   
   

   I considered adding information about the cemetery in the Airbnb listing (after all, it’s a historic structure). But that's not part of Puerto Rico’s main appeal; people come here for the beaches—we’re not in New Orleans. I wracked my brain trying to find a solution until I realized there wasn’t much I could do. I had to respond to the review in the best way possible, not with the intention of convincing the guest who left the review to change their mind, but rather to send a message to potential guests who would read it. I used the opportunity to emphasize how normal it is to have cemeteries in coastal or tourist areas in Puerto Rico because it’s part of our culture. I highlighted that this aspect doesn’t affect the experience and shouldn't be a reason for a negative review. I also added the cemetery as a landmark for guests to find the house. This was the second time someone had mentioned the cemetery in reviews, and now, four years later, I can’t recall another instance when it’s been brought up.

   Recently, I had an experience where I could anticipate receiving a negative review; the cemetery reviews were unexpected. Over time, you develop the ability to sense when you might receive a bad review. Visit my Forum section to read the full story.

In Conclusion

Reviews are more than just comments; they are a powerful tool for continually improving as hosts and attracting more bookings. Providing an exceptional experience, from the initial communication to the small details that surprise guests, can make the difference between an average review and a memorable one. And when things don’t go as expected, knowing how to handle negative reviews with calmness and professionalism is key to maintaining a good reputation.

At El Guaraguao Accommodations, each review has been an opportunity to grow and continue improving. Remember that dedication and commitment to guest satisfaction will always be rewarded.

Thank you for reading! Let me know what you thought of this article. You can also reach out if you have any questions or recommendations for a topic of interest.

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With Love,

Iris Andújar  

Super Host and Creator of "Entre Anfitriones"