Hi Sarah, thanks for the warm welcome and the important question.
Sure: a bad review is something no one want's to have. But...
... If it is one bad review among many top reviews it offers you the opportunity to demonstrate that you are a professional acting host. Many people read the bad reviews first, they will also see your reply - and that's your chance.
Chat GPT is a great help, especially if you the situation really upsets you. This is how I would write the prompt (paid version goes best):
"Hey chat, I am the host of the apartment "NAME" and just received a 3 star guest review on Airbnb. This is the text the guest wrote (QUOTE IN PARATHESES). My reply will be published underneath the reviews. Please write me a reply in a comprehensive (add adjectives you want to have) tone, without being submissive. State that I have done ... XY.... My reply should have the effect that potential new guests understand that I am a caring and professional host, that I tried my best. Reading the reply they should read between the lines and start thinking "Ok, maybe something went wrong, but the host seems really eager to solve the problem. With this host, I will have a great stay and if anything goes wrong I can always address him/her and he/she will find a solution. I don't know why the guest is giving only 3 stars but the host seems to be alright."
Could happen that you need to adjust/shorten chat GPTs reply a few times, but the structure is good in most cases.
If there are several bad reviews there is a structural problem. For this I would have to dive deeper and take a good look at the listing (setting expectations) and the communication process. Hope this helps.
Annik Rauh
Fewo-Angels Podcast
Member of Airbnb Host Advisory Board