What is the best way of responding to reviews?

[Mi-Casa-Es-Tu-Casa1]

I sometimes don't know the best way to respond to reviews.

[Paula]

Hello @Mi-Casa-Es-Tu-Casa1, I hope you’re doing well.

That's an interesting question! Do you have an example of a review you're unsure how to respond to? With more specific details, we can gather insights from our amazing hosts.

If you're looking for general best practices on how to respond to reviews, I'm reaching out to some experienced hosts here: @Bettye6, @Kitty-and-Creek0, @Frances3408 and @Lorina14.

Regards,

[Lorina14]

@Mi-Casa-Es-Tu-Casa1 

I’m happy to help but could you give some examples so we can assist better?

It’s always best to respond to reviews especially negative ones (and not only negative ones) with a thank you for letting us know about this issue, we were not aware it was an issue as when we checked in the day after check in you didn’t mention this. We will have our housekeeper or maintenance guys look into this. We aim to provide a comfortable stay and we are disappointed that we didn’t meet your expectations. We will fix x or consider providing x for future guests. Thank you for your feedback!

That is all I can really provide not knowing the context of your review you don’t know how to respond to. Let us know more and I’m sure others will be able to give good suggestions.

[Frances3408]

@Mi-Casa-Es-Tu-Casa1 , @Lorina14 has some great wordings to use. My guidelines would be:

1. take the emotion out; facts only if it was a problematic stay

2. short and sweet if it was good or great

3. rely on the star ratings rather than too many words to make any serious negative points (if needed)

4. try not to leave any negative guest comments unanswered- ie so you can confirm its been fixed, reviewed etc or just thank them for their feedback.

5. Remember your review responses are for the next guests to read and judge. 

[Mi-Casa-Es-Tu-Casa1]

Hi frances,

 I appreciate your feedback.

Guest complained about no coffee or sponge and that she had to go and buy them; I remember seeing them in the kitchen counter.  I apologized and send her $30.  Then I went to the house before the cleaning crew and there was the folders coffee and dish scrubber.  I found She preferred Starbucks coffee and sponge and yet she didn't complain about the following but only on the review.

Guest: the house will benefit from some maintenance:

Dishwasher was not working well, so we had to clean by hand.

The bedframe from the master bedroom was broken.

The heat ventilation was loud.

The table has space for 6ppl and we were 9.

Should I respond?

Dear guest, 

We were able to use the dishwasher without any issues, and we will continue to check it closely just in case.

We are not sure what happend to the frame but we were able to confirm the issue and is now fixed.

On the pictures it does show table for 6ppl, we appreciate your comment and will consider the addition for 6ppl.

I'm not sure i want to comment on the heater, as the ventilation does make noise and I feel that's normal.

Also is this a good platform to use for making this kind of questions? Or is a group chat available.

Want to improve when it comes to reviews.

any feedback is greatly appreciated.

[Paula]

Hi @Mi-Casa-Es-Tu-Casa1 I am tagging @Frances3408 here so they receive a notification of your message. This way, we increase the chances of them getting back to us.

Quick tip: To tag someone, tap "@" and select the host's username from the dropdown menu 😊

[Frances3408]

@Mi-Casa-Es-Tu-Casa1 . Yep, the less said the better. I think wrap it up with a few points in the one generic statement firstly thanking her and saying you appreciate all her feedback, say you are happy that it didnt cause too much inconvenience and the issues raised have now addressed and the bed damage and chair shortage has been attended to.

Dont specifically address every single point she made as it just emphasizes it to readers. Some guests are easy going, some more particular.

I dont use social media but we do have Host Circle which where only hosts can post and comment and I understand it isnt published (unlike this covmnersation!). There are also local Airbnb groups as well as Facebook.

Good luck 🙂