[POLL] How do you respond to reviews?

[Sybe]

Hi everyone,

There are always discussions going on here regarding reviews, quite understandably, as they are a vital component of and have a direct influence on your hosting business. They allow guests to read about others’ experiences, and are a great opportunity for Hosts to receive feedback. 

Whether positive or negative, it can be useful to respond to reviews. You can explain the reasons behind a disappointment or thank a guest for leaving feedback. It can also show guests that as a Host you’re invested in improvement and care a lot about the guest experience. That being said, it’s not always easy to know when or how to respond.

How do you respond to reviews? 

You can fill in the poll below and please do elaborate in the comments, I’d love to hear more about your strategy!

Sybe

[Sybe]

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@Huma0 wrote:

only responding to negative reviews draws people's attention to those

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@Huma0 That's a really good point you made, although depending on how you reply to them it can also be a good thing to draw attention to these reviews. A double-edged sword, really!

The WiFi issue is a good example of that as well. The reliability of a service provided by a different company (such as an internet provider) is often out of your control, apart from choosing another provider. You could highlight in your response that you have extenders in each room to make sure WiFi works as expected, though do you really want to draw attention to a review that's to some extent outside your control?

[Ana2038]

I respond to a majority of reviews left by our guest and luckily most are 5 star reviews. It’s a simple one liner “Thanks ______(name of guest)!

in addition to the public reply, I also thank guest for staying with us, remind them to rate their stay with us and wish them safe travels (via Airbnb app email). 

[Sybe]

@Ana2038 Simply thanking the guest for leaving a review is often already enough, it shows that you've read their review. Do you notice more guests leaving a review when you remind them?

[Ana2038]

.

[Ana2038]

@Sybe , most of my guests send me a message stating that they have checked out, enjoyed their stay...etc...it is then that I respond thanking them, and reminding them to please rate their stay with us.

Most of my guest(s) complete their review within 24/48 hrs.

[Terry642]

I reply to both positive and negative - only received one negative and definitely needed to reply to that. In replying to the positive I genuinely want to thank the guest but am always looking to invite them to return for another stay by touting an upcoming seasonal change - "If you think it's great here in the Summer on the Lake , you should return in the Fall when the colors are amazing!!"  It not only invites repeat customers it lets others reading the review think of other posibilities as well!!

[Sybe]

@Terry642 Very interesting strategy, and very useful to highlight your place during off-peak seasons!

[Sybe]

Hi everyone!

Thanks so much for participating in the poll so far. We have a really interesting mix of answers, although two seem to take the lead.

The poll remains open so if you haven't had a chance yet, feel free to enter!

Sybe

[Lise1051]

I am a very new host and only have 8 positive reviews and no negative reviews at the moment. 

I don’t respond super short reviews. If the guest’s review says “great place” I don’t respond. All other reviews were super thoughtful and very helpful for future guests (very detailed) so I respond thanking those.