We all know how important reviews are and it's never a given that a guest will write a glowing review or even bother to write a review at all! That's why it's important to have effective systems in place, and to ensure that the review process is given the same care and attention as hosting your guests.
Here are some top tips to managing the review process for your Airbnb bookings.
1. Respond Promptly: Responding promptly has a huge impact on how positively your guests perceive you. Make a point of responding to any reviews, both positive and negative, as quickly as possible. This also helps future guests see your response, know that you are a reasonable host and see what steps you are taking to improve.
2. Acknowledge Positive Feedback: When responding to positive reviews, it is important to thank your guests for taking the time to leave a review and to acknowledge the specific things they enjoyed during their stay. Remembering if they were visiting for a wedding or special occasion is a nice touch and shows the guest and future guests that you care.
3. Respond Thoughtfully to Negative Feedback: Negative feedback can be hard to take, but it is important to respond thoughtfully and professionally. Start by acknowledging the issues mentioned in the review, and then explain what you plan to do to address those issues. If there is an opportunity, offer to make things right with the guest.
4. Use Reviews to Improve Your Rental: Take the feedback you receive seriously and use it as an opportunity to improve your holiday rental. Analyze the feedback and look for patterns or recurring issues. From there, make any necessary changes and communicate those changes to future guests.
5. Keep Your Cool: It can be upsetting to receive negative feedback, but it i simportant to keep your cool and respond professionally. Remember that negative feedback is an opportunity to learn and improve, not a personal attack.
6. Guests aren't always inclined to feel the need to write a review, or they may just be busy juggling every day demands. When your guests have departed send a message to them on Airbnb, perhaps ask if their journey home went smoothly, extend your thanks for choosing to book with you and finally ask them if they'd take a moment to write a review. If they enjoyed their stay ask them if they'd be so kind as to award full marks for their stay!
7. Don't forget to return the favour! If you rguest writes a review make sure you always do the same in return. If you had a good experience give details on how the stay went smoothly. If the guest was friendly, communicated well and left your property in a good condition. Not only do reviews of guests help Airbnb hosts choose wisely who stays at their property but it also encourages the guest to write a review for hosts.
