How to respond to Airbnb reviews, with examples for good and bad ratings

Why replying to every review is worth the effort

Your reply is read less by the guest who wrote the review than by the next guest deciding whether to book. A thoughtful answer to a positive review shows an attentive host. A calm answer to a critical one shows how you handle problems, which is often what a cautious guest wants to see. An unanswered review says nothing at all.

How to respond to a good review

Keep it short and specific. Thank the guest by first name, repeat one detail they liked so it does not sound copy-pasted, and invite them back.

Example: Thank you, Marta. We are delighted the terrace was the right place for your evenings and that the walk to the village was as easy as promised. You are very welcome back whenever you like.

• Do not repeat the same sentence on every reply.
• Do not add promotional links or contact details.
• Mention the practical detail they praised, as future guests will see it.

How to reply to a bad review, on Airbnb or Booking.com

The reply is public. Write it for the reader who has not stayed yet.

1. Thank the guest for the feedback, without sarcasm.
2. Acknowledge the point in neutral words, without admitting fault you are not sure about and without blaming the guest.
3. State, if it is true, what you do about it in general terms. Do not promise compensation or a specific outcome in public.
4. Stay brief and polite. Move any detail to a private conversation.

Example: Thank you for sharing your experience, and we are sorry the stay did not match what you expected. We take comments on noise and comfort seriously and we are looking at it. We wish you a pleasant continuation of your travels.

Reviews that need extra care

If a review mentions safety, money or a dispute, slow down. Wording in public can matter later. Read it twice, write factually, and consider having someone else read it before you publish.

Replying on Booking.com

The same logic applies. Booking.com scores on a 10-point scale, so a score that looks weak there (say, a 7) may deserve a reply that is as warm as a 4 out of 5 on Airbnb.

What Clear Conscience does

Every review gets a reply, on Airbnb and Booking.com alike. Good ratings receive a thank-you, from 4 out of 5 on Airbnb and 8 out of 10 on Booking.com, with a threshold we can adjust on request. Weaker ones receive a measured reply that admits nothing and promises nothing.

After every Airbnb stay, the review of your guest is written for you as well. Remarks that come back from several guests turn into advice for your listing.

What you keep control of

A review that mentions safety, money or a dispute is always read by a person before it is published. Review replies are included in the single offer of €39 per listing per month, excluding VAT, with no commitment.

Good replies start with good stays. If you want to see what holds your listing back before reviews, try the free diagnostic, and see how automated guest messages head off many problems before they reach a review.