How to reply to review a good review, but!

[Alison1039]

I just received a great 5 start review that the guest personally told me what a wonderful space.

The review says small than in photo's but good use of space??

My cover photo says this;

This studio guest suite, though compact, excels in space efficiency. High cathedral ceilings create an airy atmosphere, The layout maximizes functionality without sacrificing style or comfort; Keeping the suite uncluttered and inviting

What more can I do? Do I just skip the bit about her prospective and thank her kindly for the review? 

Thanks! Ali

[Mike3506 · Accepted solution]

Everybody has an opinion and I personally think that when guests write a review they feel they have to criticize something for it to be considered an acceptable review.  I would thank her for her review because you may want their repeat business.  There is no war to win in these back and forth statements. Most people like to see a 5 star rating when booking. Let it go!

[Alison1039]

Excellent advice, Mike! I'm trying not to take it personally, but I think you're absolutely right that some guests should offer some critique as part of their review. This is only the second occasion out of 96 reviews stated size issue. Other guests criticised all of the hosts for their size, including the bike they gave, so I dismissed that as a personal grievance. I should be aware by now that people don't read. If she had, it would have been obvious that I have a compact, studio-like space.

Thanks for reminding me to breathe and move on 😁

[Mounia-and-Marc0]

Hi Alison

i got my first review yesterday from my guest who spent two nights.

his review was lovely and he memtioned small and comfy room, I skipped that and I thanked him and told him that we would host him again. Good luck 

[Alison1039]

I just replied, delighted you had a great stay! As she stated she did, then said looking forward to hosting you again in the future 😀 

I'd already thanked her twice for staying when she messaged me at checkout how lovely the space was and when I sent review...plus sent all information on mattress and bedding...

🤦

Think my space photo's well due to cathedral ceilings, but it's a compact space 😁

Great advice from everyone! Thank you 😊

[Rachel3126]

Hey Ali, I agree some people think a negative makes a review seem more realistic. Years of customer service has shown me people look for something to criticise … well, some people. My advice: vent then smile and reply. Tell them you’re sorry your space was smaller than they expected, thank them for staying with you and that you hope they enjoyed the stay and you’d welcome them again. Hope that helps! 

[Alison1039]

Thank you for safe space to vent!!! 😀 

[Mina1167]

I agree with Mike and Rachel, I would thank her for her review and invite her to visit again.

[Michael9367]

I would just thank them for their review and move on to the next review. Let’s be honest no matter how detailed of an explanation you provide there’s always going to be that one. The good news is most folks are smart enough to see through the out of line comments. 

[Michael9017]

Thank them for taking the time to write the review. The guest did let you know they enjoyed your place despite expressing in the review that it was smaller than expected. That is most definitely praise for what you did with limited space.

[Saibal4]

I am just couple of months old in hosting. Who ever stayed with me they loved the place. Unfortunately my place is not a tourist or business destination. The flow of guest is very nominal. It is around 50 km far from main city Calcutta. Guest are coming to visit the former French Town of East India. All the guests have rated me as 5 star. 

I don't treat them just as a guest, I take personal interest and try to guide them where to go, sometime I take them around my town. As I myself a traveller I love to enjoy local cuisine, so I give them very authentic Bengali home made food. They enjoy the food and get a chance try our cuisine. I think that is the usp of my rating. 

[Alison1039]

Your hospitality sounds lovely, as does your food 😊

[Prince165]

Something along the lines of;

Thank you for your feedback. We're glad to hear you found the space well-utilised. We strive to provide accurate photos and descriptions, and we appreciate your understanding. If you have any suggestions for improvement or if there's anything else we can do to enhance your experience with us in the future or for future guests, please let us know. 

[Ryan3707]

Simply thank her and move on.

[Robert6]

Sadly, when starting the review process as a guest, you are asked to put in the review 'what they (the host) could do better'.  For some guests, this implies that a review 'needs' a criticism or opinion to be good.

I too have a tiny space and clearly mention that in a few places in my listing, hoping that a larger person sees this and does not try to fit into my micro shower or bring in 4 large pieces of luggage for their 2 night stay.  When they are leaving and asked to review, they of course never go back to the listing to  re-read it before they write the review (lol).  

That, along with the 'anything less than five stars means the host is a failure and is in trouble' rating system puts hosts in the untenable position of being at the mercy of guests.  

While this forum can sometimes be helpful to other guests, it would be great if airbnb actually read these comments and took action.