Respond to or dispute a review (2024)

FAQs

How should you respond to a review? ›

FAQs about responding to reviews

When responding to a good review, start off by thanking them for their comments. Also, let them know you appreciate the time they took to write a review and how much you value their feedback. Showing appreciation helps build customer loyalty and attract new customers.

When you dispute a review, we'll ask you to provide evidence, such as photos or message threads with guests. Your evidence will need to demonstrate that a serious policy violation happened. It must be clear that reporting the policy violation to Airbnb and/or the guest likely led to the retaliatory review.

Airbnb's policy doesn't allow hosts to delete critical reviews submitted by guests. Hosts do have the option to request the removal of a review, but Airbnb will only take action if the review violates their policies.

Hello [NAME], My name is [Name] and I am the [manager/owner] here at [Company]. I'm sorry to hear about your disappointment with us and I would like to personally assist you with making things right. I will reach out today to discuss, or you can contact me directly at [phone/email] if it's more convenient.

To flag an inappropriate third-party review, contact the third-party provider directly. To go to the third-party website, click the reviewer's name. Soon after the provider removes or changes the review on their website, the update will show on your Business Profile.

Reviews should be unbiased

Members of the Airbnb community may not coerce, intimidate, extort, threaten, incentivize or manipulate another person in an attempt to influence a review, like promising compensation in exchange for a positive review or threatening consequences in the event of a negative review.

Removing a review

You can't remove a review written about you or your home, but you can report it to us if you think it violates our Reviews Policy. We believe that each party has the right to have their case reviewed by separate agents, but Airbnb will not review the case more than twice.

A negative review does not make you a bad host, but it might bring down your overall host rating, and that could be a much bigger issue. In the same way that one or two positive reviews won't make you a Superhost, one negative review won't make your business fail.

Can my Airbnb host see my review? ›

Your detailed ratings for past stays, as well as your overall category and averaged ratings across stays, can only be read by Hosts when you request or book a stay with them in the future. Categories with positive ratings (4-5) will be displayed with a check mark and negative ratings (1-3) with a warning icon.

You can't actually “hide” a bad review. The only way to remove it is to prove Airbnb that the guest violated their content policy. For example, such actions of your guest as demanding something for a good review or revealing the exact location of the listing are the grounds for review removal.

Respond to a recent review

Your response will be posted immediately, and you can't edit it after that—so take your time and really think about what you want to say.

If a Host and guest can't reach an agreement

Issues must be reported to Airbnb within 72 hours of discovery to be eligible under our Rebooking and Refund Policy. From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.

“Thank you so much for taking the time to leave us feedback.” “Is there anything we can do to improve?” “We hope to see you again soon!” “We're really grateful and appreciate you taking the time to share your rating with us.”

Positive Review Response Example for a 5 star review

"Hi [Reviewer's Name], Thank you for taking the time to leave us a 5-star review. We're so glad to hear that you were satisfied with our [service provided]. Our team is committed to delivering high-quality service, and your feedback is a great encouragement to us.