How to remove a bad Airbnb review: A step-by-step guide

Receiving a negative review on Airbnb or VRBO can be disheartening and stressful. However, it's important to remember that a bad review isn't the end of the world. There are several proactive steps you can take to mitigate the damage and potentially turn a negative situation into a positive one. Here’s a guide on what to do if you find yourself facing a bad review on these platforms.

Airbnb has strict guidelines on the type of content that can be included in reviews. According to Airbnb's review policy, any content that endorses or promotes illegal or harmful activity, or is explicit, violent, graphic, threatening, harassing, or discriminatory, is not allowed. Additionally, reviews that include advertising, violate your personal privacy, reveal your vacation rental’s location, or attempt to extort or press you, also breach Airbnb's policies.

If you believe the negative review you received contains any of these violations, you can report it to Airbnb. Here's how:

1. Go to your “Account” page.
2. Click on “View Profile.”
3. Locate the bad review and click the flag icon next to it.

Once reported, Airbnb will review the content and, if it violates their policies, they will remove it from the website.

Sometimes, a negative review can stem from a misunderstanding or a solvable issue. Reaching out to the guest directly can sometimes lead to the review being changed or removed. Here’s how you can approach this:

1. Contact the Guest: Send a polite message to the guest, acknowledging their concerns and apologizing for any inconvenience they may have experienced.
2. Address the Issue: If possible, offer a solution or compensation to rectify the problem they encountered.
3. Request Removal/Change: After addressing the issue, kindly ask if they would consider updating or removing their review.

Remember to keep your tone professional and empathetic. The goal is to show that you care about their experience and are willing to make things right.

It’s crucial to respond to all reviews, both good and bad, within one day. Responding quickly shows potential guests that you are attentive and proactive in addressing any issues that may arise. When responding to a negative review, consider the following tips:

1. Stay Calm and Professional: Take a deep breath before responding. Avoid being defensive or emotional in your reply.
2. Acknowledge the Issue: Start by thanking the guest for their feedback and acknowledging their concerns.
3. Explain Your Side: If appropriate, provide context or clarify any misunderstandings without sounding defensive.
4. Highlight Changes: Mention any steps you have taken to address the issue and prevent it from happening in the future.
5. Invite Dialogue: Encourage the guest to contact you directly to discuss the matter further and resolve any lingering issues.

Here’s a template you can use:

"Thank you for your feedback. We are sorry to hear that your experience did not meet your expectations. We take all guest feedback seriously and have addressed the issue you mentioned by [specific action taken]. We would love the opportunity to host you again and provide a better experience. Please feel free to reach out to us directly if you have any further concerns or suggestions." 

Negative reviews, while unpleasant, can be valuable learning tools. Use the feedback to improve your property and guest experience. Common issues mentioned in reviews might highlight areas that need attention, such as:

• Cleanliness
• Communication
• Amenities
• Check-in/check-out processes

By addressing these issues, you can prevent future negative reviews and enhance the overall guest experience.

One bad review can be mitigated by a slew of positive ones. Encourage happy guests to leave positive reviews. You can do this by:

• Providing an Excellent Experience: Ensure your property is clean, well-maintained, and accurately described.
• Personal Touches: Small gestures like welcome notes or complimentary snacks can make a big difference.
• Follow-Up Messages: After check-out, send a polite message thanking the guest for their stay and kindly asking them to leave a review if they enjoyed their experience.

While receiving a bad review on Airbnb or VRBO is never pleasant, it's important to handle it professionally and proactively. By assessing the review for policy violations, politely requesting removal or change, responding quickly and professionally, learning from the feedback, and encouraging positive reviews, you can effectively manage and mitigate the impact of negative feedback. Remember, every review is an opportunity to improve and show potential guests that you are a dedicated and responsive host.