How to Respond to Airbnb Reviews (With Examples)

To remember

Thank, acknowledge the point raised without lengthy justification, say what you changed, and finish with a genuine asset of the accommodation. Three to five sentences suffice.

Why respond, even to positive reviews

Les avis et les sous-notes font partie de la qualité qu’Airbnb prend en compte, et les futurs voyageurs les lisent avant de réserver. Une réponse courte à un avis positif montre une présence ; une réponse calme à un avis négatif rassure davantage qu’une page sans critique.

Recurring reviews are also a source of improvement: if three travelers mention street noise, it’s no coincidence, and fixing it (thick curtains, earplugs, honest mention in description) is better than any response.

The four-step method

It works for all reviews, from the most praising to the harshest.

Thank by first name for the stay and the time taken to write.
Acknowledge the issue raised without contesting the feelings.
State concretely what was fixed or what will be done.
End on a real asset of the lodging that the next traveler will remember.

Example replies to adapt

Very positive review: “Thank you Camille for this stay and your message! We’re delighted the terrace suited your evening dinners. We look forward to welcoming you again.”

Mixed review (noise): “Thank you Thomas for your feedback. You are right, the street can be lively on Saturday nights: we have installed blackout and soundproof curtains in the bedroom since your stay. Glad you liked the location, just a stone's throw from the market.”

Negative review (cleanliness): “Thank you for your review, Julie. We are sorry that the bathroom was not up to standard upon your arrival: we have reviewed our checklist with the cleaning team and added an inspection before each stay. We hope this did not stop you from enjoying the balcony.”

What you should never write

Accusing the guest, revealing personal information, disputing point by point, or promising what the accommodation cannot offer. A defensive response reads as a warning to future guests.

If a review violates Airbnb rules (irrelevant content, extortion attempt), you can request its removal from customer service with supporting evidence. Airbnb may suspend Superhost status if there is a high rate of review removals: reserve this step for genuine cases.

Prepare your responses with Stayrank

L’analyse Stayrank repère ce qui revient dans vos avis, distingue un irritant récurrent d’un avis isolé, et prépare une réponse pour chaque avis, à relire et publier vous-même. Commencer par l’aperçu gratuit.

Frequently asked questions

Should I respond to all Airbnb reviews?

It's not mandatory but helpful: future travelers read the responses. Answer at least all mixed and negative reviews, and briefly the detailed positive reviews.

How to respond to a negative Airbnb review?

Thank, acknowledge the point without lengthy justification, say what you corrected, and finish with a genuine asset of the accommodation. Keep it short and calm: the response is for the next traveler.

Can an Airbnb review be removed?

Seulement s’il enfreint les règles d’Airbnb (par exemple un contenu sans rapport avec le séjour). La demande se fait auprès du service client, avec les éléments du dossier ; Airbnb décide.

To go further

Airbnb: how search results work Airbnb: Superhost criteria

And your listing, where does it stand?

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