How Airbnb Reviews Work and How to Master Them

Airbnb reviews are a fundamental part of the system and an important reason why it works. For every stay, both the host and the guest leave a review for each other. Neither side can read their review until they have left a review for the other. This is important because it incentivizes each side to behave appropriately. The key word here is APPROPRIATE. Each individual has their own definition of appropriate and to be honest, it varies widely. Most guests will not complain until it is time to review after the stay. Most hosts won’t make up their mind about a guest until they see the condition of the rental. This means that the best way to earn good reviews is to be a great host/guest from the start.

As a host, the best way to earn good reviews is to prepare your place as thoroughly as possible. Making sure the guest’s area is thoroughly clean is the most important thing. Thoughtful gestures like gifts and food will NOT WORK if the place is unclean. Most people are good about clean beds and toilets, but the it’s the little areas like a dirty microwave or old contact lenses left on a night stand that will work against you. These small mistakes can turn into a major turn off for a guest and send them hunting for “what else is wrong” with your place. Avoid all of this cleaning nonsense by keeping a cleaning checklist and sticking to it every single time. EVERY SINGLE TIME!

Conversely, as a guest, earning a good review means having reasonable expectations and leaving the rental in good condition. My number one frustration with guests is when they expect a hotel experience from a home rental. I have been asked to “have my staff come and touch up everyday”. I had one couple dirty 18 bath towels for a 2 night stay. These are unreasonable guests! The best way to go about staying in an Airbnb or any home rental is to think of it as staying in a friend’s place. You would never leave behind 6 loads of laundry for a 2 night stay. You would never leave behind volumes of bodily fluids for your friend to clean up. You would clean up yourself as best you could, and say sorry for making a mess in the first place. Being a good guest means leaving the rental clean and in the good condition that you found it. You don’t need to do all the laundry or clean from top to bottom, but you do need to be reasonable. If you used extra towels, then do a load of laundry. If you cooked in the kitchen, make sure to run the dishwasher. If you break something or ruin a towel, own up to it right away. My dream guests are forgiving of imperfections and leave my rental in clean condition.

The final way that things can get off track is via communication. Make sure to stay as positive as possible. Most communication will occur via text without the option of emojis. (why?!?) Be clear, direct and kind. Type in complete sentences, because no one is good at mind reading! Remembering that both sides are doing their best is good to keep in mind when problems happen. Guests should make best efforts to read the guest book, so as to not pepper the host with too many questions. Hosts should respond to every concern as quickly and as kindly as possible.

Perhaps the most powerful way to earn a great review for both a host and a guest is to be grateful and say so. For a host, saying “Thank you for staying at my home” or “I am delighted to have you” can go a long way towards a good review. For a guest, saying “Thank you for letting me stay in your beautiful home” or “We had a wonderful time at your home” can really make the difference. Don’t be afraid to communicate your gratitude, it is a simple thing that can make all the difference.