Guest Feedback Dilemma

[Joe3792]

Hello fellow Airbnb hosts! I hope you're all doing well. I recently had a situation that left me a bit perplexed, and I'm seeking some advice from the experienced members of this community.

Here's the scenario: A guest recently stayed at my property and left some feedback that caught me off guard. They mentioned a few issues that I wasn't aware of during their stay, such as a malfunctioning appliance and a minor cleanliness concern. I take pride in providing a comfortable and clean space, so this feedback is a bit disheartening.

Now, my dilemma is whether I should respond to the feedback publicly on my listing or address it privately with the guest. On one hand, I want to show potential future guests that I am attentive to feedback and committed to improving. On the other hand, I don't want to come across as defensive or overly critical publicly.

I'm curious to hear how other hosts handle feedback, especially when it's unexpected. Do you typically respond publicly, privately, or a combination of both? How do you strike a balance between maintaining a positive image and addressing valid concerns?

Any advice or insights from your experiences would be greatly appreciated! Thanks in advance for your help.

[Mike-And-Jane0]

@Joe3792 as your profile is that of a guest we cannot see the review in question which makes it hard to comment.

[Kia272 · Accepted solution]

@Joe3792  The trend among hosts is if the feedback was private, respond privately. If the feedback was public (will show in your reviews), reply calmly and professionally to anything mentioned. In the public instance, that demonstrates to potential guests that you're a good host who takes these things seriously. 

[Joe3792]

Thank you for your prompt response and valuable insights. I appreciate your guidance on how to approach feedback, and it makes sense to respond privately for private feedback and address public feedback professionally.  

I'll certainly take your advice into consideration as I navigate this situation. Maintaining a positive image is crucial, and I want potential guests to feel confident in my commitment to addressing concerns.

Thanks again for your help! 

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