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Got a Bad Airbnb Review? Here’s Exactly What to Do

  • Writer: Marifil Limpahan
    Marifil Limpahan
  • Jan 8
  • 3 min read
Bad Airbnb Review

How to Improve Airbnb Ratings After a Negative Review


No host wants to open Airbnb and see a 1–3 star review staring back at them.


But here’s the truth: a bad review doesn’t have to tank your listing, if you respond the right way, you can actually build more trust with future guests and protect your Airbnb SEO.


At BNB Guardians, we teach hosts that review management is part of your operations system, right alongside cleaning, messaging, pricing, and guest screening.


This guide shows you exactly what to do when you get a bad Airbnb review, how to respond professionally, and how to prevent the same issue from happening again.


Why Airbnb Bad Review Matters More Than You Think


A negative review can impact:

  • Your Airbnb SEO ranking (where you show up in search)

  • Your booking conversion rate (how many views turn into bookings)

  • Guest trust (especially if the review goes unanswered)

  • Superhost eligibility (if it becomes a pattern)


The good news? One bad review is survivable. The key is how you handle it next.


Step 1: Don’t Respond Emotionally (Even If They’re Wrong)


Take a breath before you type anything.


Your response isn’t really for the guest, it’s for future guests reading your reviews and deciding whether you’re a professional host.


Rule:

If you’re annoyed, wait a few hours. Draft your response in notes first. Then come back and rewrite it calmer.


Step 2: Decide If the Review Should Be Reported


Not all reviews are “valid” under Airbnb’s review policies.


You may be able to request removal if the review includes:

  • Hate speech, discrimination, or harassment

  • Extortion (“refund me or I’ll leave a bad review”)

  • Irrelevant content unrelated to the stay

  • Private info (phone numbers, addresses, etc.)

  • Clearly false statements with evidence


If you believe it violates policy, report it through Airbnb support and submit your documentation.


Even if it isn’t removed, you’ll still respond publicly (Step 4).


Step 3: Message the Guest Privately (Only If It Helps)


This step depends on the situation.


If the guest’s stay was mostly fine and the review seems like a misunderstanding, a short, polite message can help:

  • Acknowledge their feedback

  • Ask if they’d consider updating the star rating

  • Clarify the impact reviews have on hosts


Keep it professional. No pressure. No arguing.


If the guest was hostile or clearly unreasonable, skip this step and move straight to your public response.


Step 4: Always Respond Publicly (Calm, Clear, and Confident)


A public response does three things:

  1. Shows you’re attentive and accountable

  2. Signals that you take feedback seriously

  3. Protects trust with future guests


A strong response should include:


1) Appreciation + acknowledgement

Even if you disagree, start neutral.


2) Clarify the facts (briefly)

Don’t write a novel. Correct misinformation calmly.


3) Explain what you changed (or how you handle it)

Future guests want to know: is this still a problem?


4) Invite future guests to reach out


This shows confidence and transparency.


What to avoid:

  • Sarcasm

  • Blame

  • Defensive tone

  • Overexplaining every detail


Step 5: “Bury” the Review the Smart Way


Airbnb shows your most recent reviews first, so your goal is to collect fresh 5-star reviews ASAP.


Your next few stays matter.


Here’s how BNB Guardians hosts do it:

  • Send a post check-in message asking if anything is needed

  • Fix small issues fast

  • Create a smooth checkout process

  • Send a review reminder at the right time


This isn’t manipulation, this is systems-driven hospitality.


Step 6: Use the Review as a Systems Upgrade


The best hosts don’t just “move on.” They tighten operations.


Ask:

  • Was the issue preventable?

  • Did the guest misunderstand something in the listing?

  • Did cleaners miss a detail?

  • Was communication too late or unclear?


Then update:

  • House rules

  • Listing description

  • Check-in message

  • Cleaning SOP

  • Guest screening process


One bad review can become the moment your hosting becomes elite.


How to Prevent Bad Reviews Going Forward


If you want fewer negative reviews, focus on these three areas:


1) Proactive communication

Most bad reviews happen when guests feel ignored. A quick message can save your rating.


2) Cleanliness systems

Cleanliness is still one of the top review drivers. Use checklists, photo confirmation, and consistent turnover standards.


3) Expectation management

A “bad review” is often a mismatch between what the guest expected and what they got.


Your listing should clearly state:

  • What it is

  • Who it’s for

  • Any quirks (stairs, street noise, parking limits, etc.)


BNB Guardians Takeaway


A bad review isn’t the end, it’s a signal.


Handle it like a business owner:

  • Stay calm

  • Report if it violates policy

  • Respond professionally

  • Improve your systems

  • Collect new 5-star reviews to push it down


👉 Want help tightening your guest experience systems and review flow?

Join our Airbnb Super Host Academy on Skool or book a call with the BNB Guardians team for hands-on coaching.

 
 
 

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