Bad Airbnb review? Here’s exactly what to do

You’ve styled your space perfectly, set up automated check-ins, and even left a welcome hamper. Then—bam—a 3-star review shows up. It stings. But what you do next can make or break your future bookings.

Guest reviews aren’t just feedback, they’re currency. More than ever, they shape your listing’s performance, search ranking, and revenue. Let’s break down why those stars matter, how to handle a rough review, and how MadeComfy can help you stay ahead of the game.

Why Airbnb reviews matter

Nearly nine in ten guests base their booking decisions on reviews. That’s not just a stat, it’s your reality as a host.

Consistently high ratings build trust fast. They also push your listing up Airbnb’s algorithm, giving you better visibility and more bookings. But when reviews dip below 4.5 stars, things change. Your listing might slip in search results. Worse still, Airbnb could pause or de-prioritise your property altogether.

And it’s not just the number, what guests write matters too. Future travellers scan reviews to check cleanliness, communication, comfort, and whether the host genuinely cares.

In short, strong reviews = strong business. Weak reviews? They're a red flag that can scare off guests before you even get the chance to impress them.

What to do when you get a negative review

No one likes getting a bad review, but it’s part of the game. Even the most thoughtful hosts get the occasional guest who is hard to please. What matters most is how you respond.

A calm, clear response can actually boost your credibility. It shows future guests that you’re proactive, professional, and genuinely care about the guest experience. Here’s how to handle negative reviews the right way.

Don’t respond immediately

Take a breath. Walk away from the screen. Let the emotional reaction settle before you reply. Reacting too quickly, especially if you’re annoyed, can lead to a defensive or snappy response, which future guests will see. Give it 24 hours, then re-read the review objectively.

Assess the validity of the review

Ask yourself honestly: is the complaint fair? If it is, own the issue. Guests appreciate hosts who take responsibility and improve. If the complaint isn’t accurate or feels exaggerated, you can still respond professionally—just focus on facts and your commitment to great service.

Craft a professional and polite reply

Your review response is public, so write it like you're speaking to your next guest, not just the one who left the bad review.

Keep it short, sincere, and constructive. Acknowledge the guest’s concern, explain what happened (if needed), and highlight the steps you’ve taken to fix the issue. Avoid blaming the guest or being sarcastic, even if you're frustrated.

Example:

"Thanks for your feedback, and I’m sorry your experience didn’t meet expectations. The heating issue you mentioned has since been resolved, and we’ve also updated our check-in instructions to avoid future confusion. We truly value guest input—it helps us improve and create better stays."

Use the 14-day window wisely

Airbnb gives both host and guest 14 days to leave a review. During this time, reviews remain hidden until both parties submit or until time runs out.

This gives you a smart opportunity: host new guests and encourage positive reviews during that period. When the negative review finally appears, it’s already buried beneath a few glowing ones.

Report any violations

If a review contains false claims, threats, or violates Airbnb’s content policy, report it. Reviews may be removed if they include:

• Extortion attempts (e.g. "refund me or I’ll leave a bad review")
• Content not based on a personal stay
• Incentivised reviews (offering discounts for positive ratings)
• Discrimination or abusive language

Use Airbnb’s resolution tools to flag reviews that clearly cross the line.

Learn and improve

Every review is feedback, even the harsh ones. If multiple guests mention the same issue (e.g. check-in confusion, lack of kitchen supplies), it’s a pattern. Fix it, mention the update in your listing, and respond to reviews showing you’ve acted.

Your responsiveness tells future guests they’re in good hands.

Top Airbnb management with MadeComfy

Let’s face it—Airbnb hosting isn’t passive income unless you’ve got the right team behind you. That’s where MadeComfy comes in.

We don’t just manage listings, we optimise performance. From interior styling and dynamic pricing to guest communication and review management, we handle it all. So you don’t have to worry about awkward messages, midnight maintenance calls, or replying to tricky reviews. We’ve got you.

Bad reviews can happen. But with MadeComfy on your side, they won’t define your property’s success.

Want higher ratings, fewer headaches, and more bookings? CONTACT US today and let's optimise the rental returns of your Airbnb property.