Invite honest feedback without incentives or a request for a particular star rating. Keep the public review option open to every customer. Templates are examples to adapt, not testimonials or evidence of customer results.
"Check-in was confusing and we waited outside for 20 minutes."
Check-in complaint
Hi [Name], I'm really sorry about the check-in experience — that's on me, and I've already updated the instructions to make things clearer for future guests. Thank you for your patience, and I hope the rest of the stay made up for the rocky start.
— [Host Name]
"Place was nice but a few things listed as amenities weren't actually there."
Listing accuracy complaint
Thanks for staying, [Name], and for pointing this out — I've gone through the listing and corrected the amenities so it's accurate for future guests. Sorry for any inconvenience this caused during your stay.
— [Host Name]
"WiFi didn't work the whole stay, which was frustrating for remote work."
Amenities/connectivity complaint
Hi [Name], I'm sorry the WiFi let you down, especially with work to get done — I've had the router checked and replaced the equipment since your stay. Thank you for the patience, and I hope to host you again with everything running properly.
— [Host Name]
The playbook
The 4-part structure behind every good reply.
1. Thank them
Even a critical review is feedback — thank them for taking the time, without sounding sarcastic or defensive.
2. Acknowledge specifically
Reference the actual issue they raised. Generic replies read as dismissive, even when well-intentioned.
3. Take it private
Invite them to continue by phone or email for anything detailed — the public reply stays short and calm.
How do I respond to a negative review for my Airbnb? +
Thank the reviewer, acknowledge the specific issue they raised without being defensive, briefly note what you're doing about it, and invite them to continue privately. Keep the public reply short and calm.
Should every Airbnb respond to negative reviews? +
Yes — a prompt, professional reply shows future customers the business takes feedback seriously, which matters as much as the original review itself.
Start getting more Google reviews
Check your current review activity before choosing a follow-up workflow.