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High ratings not only enhance your credibility but also boost your visibility and revenue potential on Airbnb’s platform. In this blog, we’ll explore how to achieve consistent 5-star reviews, gracefully handle negative feedback, and leverage this knowledge to thrive in the competitive short-term rental market.
Your review scores might be even more important than you thought
Did you know that your review score directly impacts your revenue? The connection between ratings and RevPAR (Revenue Per Available Room) is clear. Listings with a rating of 4.9 or higher enjoy a RevPAR that’s 18.2% higher than other listings.
This means that even a slight improvement in your reviews can lead to a significant boost in income. Providing exceptional guest experiences isn’t just about earning 5-star reviews, it’s also about maximizing your property’s earning potential.
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Why accuracy is the foundation of 5-star reviews
Accuracy is one of the most critical factors in determining guest satisfaction and, ultimately, your Airbnb review score. Misleading descriptions, outdated photos, or incorrect amenity listings can lead to unmet expectations and negative feedback. On the flip side, a transparent and accurate listing sets the right expectations and builds trust, paving the way for perfect reviews.
Steps to improve listing accuracy:
Set clear expectations: Ensure your listing reflects reality. Use bullet points for clarity, provide accurate check-in/out times, and include detailed house rules. For instance:
- Check-in: Anytime after 3 PM (self-check-in with lockbox)
- Check-out: 11 AM
- House rules: No smoking, no parties, quiet hours after 10 PM
Provide detailed descriptions: Clearly outline your property’s layout, amenities, and location. Mention any hometruths, such as steep stairs or nearby street noise, to manage expectations. For example: “The apartment is on the third floor with no elevator access, making it unsuitable for those with mobility issues.”
Maintain an amenities checklist: Regularly update your listing to ensure that all amenities (e.g., Wi-Fi, parking, toiletries) are accurately reflected. A missing or broken amenity, like a non-functional coffee maker, can quickly sour a guest’s experience.
By focusing on accuracy, you create a solid foundation for consistent 5-star reviews and establish yourself as a trustworthy host.
How to get 5-star reviews on Airbnb
As we discussed, accuracy is the most important aspect influencing your ratings, but there are 4 other categories to pay attention to so you can increase your chances of receiving 5-star Airbnb reviews: cleanliness, communication, location and check-in.
A recent study examined the impact of each of the individual elements on the final value score of the property. The graph below shows the results of this study. An impressive 30% of the value is determined by accuracy, followed by 23% being influenced by cleanliness, and then by communication, location, and design.
Prioritize cleanliness
Cleanliness is a core standard on Airbnb. Hiring professional cleaning services can ensure your property is spotless and consistently meets guest expectations. Leave a checklist for cleaners to ensure nothing is missed, and include personal touches like neatly folded towels or a welcome note.
Streamline communication
Nailing guest communication is the secret sauce to Airbnb success. Quick responses and happy guests often mean the difference between a 4-star and a 5-star review. That’s why Airbnb saved message templates are a lifesaver!
These scheduled messages save time, reduce stress, and help you deliver a seamless guest experience. In this guide, I’ll show you how to use this Airbnb feature to get better reviews.
What are Airbnb scheduled messages?
Saved messages are pre-written templates you can reuse for common scenarios like check-in instructions, house directions, or welcome notes. They save you time and help you stay consistent with communication.
How to create a scheduled message on Airbnb
- Click Messages, then click Menu
- Under Settings, click Scheduled messages
- Click + New message
- Enter a name to identify the template
- Write your message and insert shortcodes to customize it
- Select the Listings this message applies to
- Select the action that triggers this message: Booking confirmed, Check-in, or Checkout
- Select the time before or after the trigger to send the message
- Click Save
Creating a streamlined communication flow will do wonders for the guest experience and impact your reviews positively.
How to improve your location rating on Airbnb
Improving your location rating on Airbnb can be tricky because it’s one of the few factors you can’t change directly. However, there are ways to manage guest expectations and highlight the best aspects of your property’s location, at the end, it is all about how the guests experienced the location.
Set Expectations: Also here it is important to be honest about your location. Highlight nearby attractions, transportation, or the area’s charm (e.g., peaceful or family-friendly). This will not only help increase your location score, but also attract guests who are looking for those attractions or events.
There are tools designed to help you showcase local events and attractions in your listings, making it easy to save time and stand out. AutoRank simplifies this process by seamlessly integrating with Google and Ticketmaster to suggest relevant events and hotspots to feature. All you need to do is select the ones that match your target audience, and AutoRank takes care of updating your description automatically. Once events are over, they’re removed to keep your listing fresh and accurate.
Adding events and attractions not only boosts your visibility but also helps you attract the right guests. Learn more about how enhancing your listing with local highlights can improve your performance in this blog.
Provide Clear Directions: Share detailed travel tips, maps, and approximate times to popular spots.
Create a Local Guide: Recommend nearby activities, dining, and hidden gems to enhance guests’ experience. You can create a scheduled message to send people right after they checked-in.
Example Message
Hi [Guest's Name],
I hope you're enjoying your stay! I wanted to share a few local highlights that guests love: [Local restaurant], [Park or activity], and [Key attraction], all within a short distance! If there’s anything you need or any questions about the area, let me know.
I’d love to hear your thoughts about the location when you leave a review. Safe travels!
By managing expectations and enhancing the experience, your location rating can improve over time!
Make the check-in process as smooth as possible
A seamless check-in experience sets the tone for a great stay and can positively influence your reviews, including your location rating. Clear, friendly communication is key here, and having a check-in message template ready can save you time while making guests feel welcome.
For this part of the journey you can also rely on a scheduled message with clear instructions, make sure to schedule this before the guest arrives.
Example Check-In Message:
Subject: Welcome to your stay!
Hi [Guest Name],
We’re excited to host you! Here are your check-in details:
- Address: [Property Address]
- Check-in: Anytime after 3 PM (self-check-in with lockbox code: 1234)
- Wi-Fi: Network - [Name], Password - [Password]
If you need anything during your stay, feel free to reach out. Enjoy your trip!
Best regards, [Your Name]
Address issues during the stay
Check in with guests after their first night to ensure everything meets their expectations. Resolving small problems promptly, like Wi-Fi issues or missing toiletries, can prevent negative reviews. For example:
Subject: How’s everything so far?
Hi [Guest Name],
I hope you had a comfortable first night! Please let me know if there’s anything you need or if something isn’t quite right. I want to ensure your stay is as enjoyable as possible.
Warm regards, [Your Name]
Encourage reviews post-checkout
Send a friendly, personalized message thanking guests for their stay and politely requesting a review. For example:
Subject: Thank you for staying with us!
Hi [Guest Name],
It was a pleasure hosting you! If you enjoyed your stay, we would greatly appreciate it if you could take a moment to leave us a review. Your feedback means a lot to us and helps future guests choose our property. Thank you for making our place part of your journey!
Safe travels, [Your Name]
Rate your guests
Rating your guests on Airbnb is a small but powerful step toward receiving great reviews yourself. When you leave a positive and thoughtful review, it encourages guests to reciprocate by sharing their own feedback about their stay. It shows that you value their visit and appreciate their efforts, like keeping the space clean or following house rules, which creates goodwill.
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How to handle negative feedback professionally
Let’s face it, getting a bad review on Airbnb can sting. You’ve worked hard to provide a great experience, so less-than-stellar feedback can feel personal. But here’s the good news: every host encounters this at some point, and a bad review can be a chance to improve and even boost your visibility.
Here’s how to handle bad reviews like a pro and turn them into a win:
Apologize and acknowledge the issue
Even if you think the review is unfair, show empathy and acknowledge the guest’s concerns. A single apology is enough to demonstrate professionalism. For example:
- “I’m sorry to hear that the noise disturbed your stay. Being centrally located can be lively, but we’re exploring ways to minimize this.”
Show how you’ve fixed it
An apology is a good start, but guests want to see that the issue has been resolved. Be specific but concise:
- “The water heater has been repaired and tested to ensure it’s working perfectly.”
This demonstrates that you’re proactive and committed to improvement.
Keep it professional and polite
How you respond to reviews speaks volumes about you as a host. Even if the feedback feels unfair, remain calm, professional, and polite. Your response is public, and potential guests will judge your tone as much as the content. Staying composed reassures them that you’re a reliable and respectful host.
End on a positive note
Conclude your reply with optimism to show you’re always striving to improve:
- “Thank you for your feedback—I’m always looking for ways to enhance the guest experience.”
A bad review doesn’t have to derail your hosting journey. Use it as a chance to learn, improve, and even optimize your listing with strategic keywords. If handling reviews feels overwhelming, AutoRank can help by analyzing feedback, identifying areas for improvement, and suggesting actionable solutions.
With the right tools and approach, even negative reviews can become opportunities to make your Airbnb listing stand out. Learn more about AutoRank and start optimizing today!
Don’t respond publicly to private feedback
Never respond publicly to private feedback, it’s important to understand the context. Sometimes, hosts misinterpret a review as negative when it isn’t. For instance, a host might receive private negative feedback or a less-than-5-star rating and then respond defensively to a review that appears positive to potential guests browsing your listing.
Keep in mind, these potential guests can only see the text of the review, not the star rating or private comments. Responding inappropriately could confuse them and leave a poor impression.
Use feedback to improve
Airbnb’s algorithm analyses every review your property receives. While positive reviews help you get ranked higher, a bad review can impact your listing’s performance negatively. But, there is a way to minimize this impact. Airbnb compares the content of the reviews with the description of listings, to check the accuracy of the property. If guests leave a negative comment regarding the street noise around the stay, but this is already mentioned in your description, Airbnb won’t punish your listing for it.
That is exactly why we created AutoRank’s review fusion, a soon-to-be released feature that will analyze guest reviews and identify recurring concerns. Addressing these will directly enhance your accuracy score and guest satisfaction.
How to get a bad Airbnb review removed
While most reviews are permanent, certain conditions allow for removal. Here’s how to navigate the process:
Reviews eligible for removal:
- Inaccurate claims: If a review contains false or defamatory statements, provide evidence to Airbnb Support, such as photos or messages.
- Policy violations: Reviews with hate speech, explicit content, or personal attacks violate Airbnb’s policies and may be removed.
- Off-topic comments: Reviews unrelated to the guest’s stay can also be reported.
Steps to request removal:
- Contact Airbnb Support through the platform.
- Provide detailed documentation, such as screenshots or photos, to support your claim.
- Follow up if necessary to ensure your case is reviewed thoroughly.
Why you should also react to positive reviews
Positive reviews are great opportunities to strengthen your reputation and improve your listing’s visibility. Taking the time to respond shows potential guests that you’re engaged, appreciative, and committed to creating an exceptional experience.
When you comment, you can also naturally weave in keywords that boost your SEO within Airbnb’s platform. For example, if a guest praises your location or amenities, respond with something like:
- “Thank you, [Guest Name], for your lovely review! I’m so glad you enjoyed the cozy fireplace and the convenience of our downtown apartment—it’s what makes staying here so special!”
If you struggle to find the right keywords to include in your listings and reviews, AutoRank’s dashboard can help you by showing the most effective keywords at that time, related to your listings.
These responses not only show gratitude but also subtly highlight key features like “downtown apartment” or “family-friendly space.” This helps future guests find your listing more easily while reinforcing its appeal.
Automate processes to focus on guest satisfaction
As a host or property manager, your time is best spent focussing on optimizing experiences for your guests, not bogged down by repetitive tasks. This is where AutoRank can make a big difference. By automating processes like updating your listings and analyzing guest feedback, AutoRank frees up your time to focus on what truly matters: ensuring your guests have a fantastic stay.
When you let AutoRank handle the time-consuming tasks, you’ll have more energy to connect with your guests, add thoughtful touches, and deliver the kind of hospitality that earns 5-star reviews. Learn more about AutoRank here!
Conclusion
5-star reviews are crucial for building trust, boosting bookings, and growing your Airbnb business. By focusing on clear communication, accurate listings, and managing feedback well, you’re setting yourself up for long-term success.
Hosting can be a lot to handle, but AutoRank makes it easier. With tools like review fusion, you’ll get insights into what guests love and what needs improvement, helping you optimize your listings with ease.
Request your AutoRank trial today and turn every stay into a 5-star experience.