New Airbnb Guest tanked rating

[Megan1450]

Is there anything that can be done about this? She said this is her first time and she gave me 3 stars for something I could have fixed for her if she would have told me.  

 

 

[Joan2709 · Accepted solution]

@Megan1450 

Can't do anything about this review except ask the guest to contact Airbnb and remove the review entirely. If you gave this guest a 5-star review, you can also contact Airbnb and ask them to remove your review entirely as she definitely should get 5-stars for communication. You also mentioned a broken picture frame in her review? You did already reply to her review and I thought you did that well.

 2 other guests mentioned problems with the hot water, so I'm guessing this issue existed prior to this guest staying. You might consider making the valves under the sink not accessible to guests (cover of some kind?) so this can't occur again. I would also double check what the temp is set to for hot water on the hot water heater. The recommended temperature for a hot water heater is generally 120°F (49°C).

Prevention

You said this was a new guest? No previous reviews? Many hosts won't accept new guests without reviews.

Another thing to try is add something to your Addl House Rules that guests should contact you if there are any issues so you can correct them immediately. I would also add similar wording to your Check-in message. New guests many times don't understand that Hosts prefer guests contact them so an issue can be resolved, rather than leaving a negative reviw. New guests also don't understand  that Airbnb review stars are not the same as hotels or restaurants and anything less than 5-stars is actually very negative for a Host.

Some Hosts put a small magnetic sign on the frig that explains this. Some Hosts think it's not appropriate, but I think it's fine and I know many Hosts that use them. This will help educate new guests about how reviews work on Airbnb. They are found on Amazon:

[Elegant-Homes-Retreat0]

Hi @Megan1450,

I completely understand how disheartening this can be—especially when a new guest leaves a low rating without giving you a chance to address the issue. As hosts, we work hard to maintain high standards, and it’s frustrating when a simple communication could have resolved everything in real time.

Since this guest was new and may not have fully understood how impactful a 3-star review is, your best option is to kindly reach out and ask if they would be willing to contact Airbnb to have the review removed. Sometimes when guests realize the weight of their rating, they're open to helping—especially if their intention wasn't to harm your listing.

As @Joan2709 mentioned, you might also want to review your communication strategy with new guests:

Include a clear message in your check-in instructions encouraging guests to contact you immediately if anything is not right.

Mention in your House Rules or Welcome Note that feedback is appreciated during the stay, not just after.

A friendly reminder about how the Airbnb review system works (e.g., anything under 5 stars being considered “below expectations”) can go a long way—especially for first-time users.

I’ve seen other hosts use small fridge signs or info cards with that message, and it really does help with guest education. These little touches not only prevent surprises but build trust and transparency.

You're clearly a caring and responsive host, and that shines through. I hope Airbnb reconsiders the impact of first-time guest reviews and puts stronger education tools in place. Until then, know that the host community is here for you.