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Reply to a negative review

Message templateFor guestsSend: Within a few days of the review being publishedBy HostCalmlyUpdated Oct 30, 2026How we write templatesReport an error

Short answer

Write your public response for future guests, not to win the argument. Thank the guest, acknowledge the specific point in one sentence, give the facts calmly and say what you've changed. Keep it short, leave out personal details about the guest and never argue. If the review breaks Airbnb's rules, report it instead of debating it.

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Thank you for staying at [Rental name] and for taking the time to share your feedback. I'm sorry [the specific point raised, such as the kitchen wasn't as clean as expected]. [One factual sentence, such as: our cleaner follows a checklist after every stay.] [What you've changed, such as: We've added a second check before each arrival.] We appreciate the feedback and hope future guests enjoy their stay. [Your name]
5 parts still in [brackets]

When to send it

Respond once the review is published, but give yourself a day before you write. A reply written while you're upset reads that way to every future guest. Airbnb publishes reviews after both sides have submitted theirs or the 14-day window ends, so a critical review can appear some days after checkout.

Tips

  • Write for the next guest. Airbnb's Responding to a review (opens in a new tab) article says your response is posted immediately and that future hosts and guests can see it on the listing page, next to the review. Read it twice before you submit.
  • Keep it to three or four sentences. A long reply reads as defensive, and one clear fix is more convincing than a list of excuses.
  • Leave out personal details. Don't name or describe the guest, their companions or anything that happened in private messages. Airbnb's Content Policy (opens in a new tab) prohibits content that publicly discloses another person's private information, or that is threatening, demeaning, insulting or harassing.
  • For a noise or location complaint, describe what guests can expect without blaming anyone: "The home is on a lively street, so we've added earplugs and noted it in the listing." For a cleanliness complaint, say what changed in your turnover routine.
  • If you believe the review breaks the rules, report it rather than argue in public. Airbnb's Remove or dispute a review (opens in a new tab) article explains how to ask for removal and says decisions usually come by email within 48 hours. Its Authentic and trustworthy reviews (opens in a new tab) policy says Airbnb generally doesn't mediate disputes about review accuracy.

Frequently asked questions

Should I respond to every negative review?

Responding to critical reviews is common practice, because future guests read your reply alongside the review. A short, calm response that shows what you've fixed usually helps more than silence. Wait until you can write it without anger.

Can I get a negative review removed?

Only in limited circumstances. Airbnb's reviews policy says a review won't be removed solely because you disagree with it or with the star rating. If you believe it breaks the policy, for example because it isn't about the stay, you can ask Airbnb to review it for removal.

What should I never put in a review response?

Personal details about the guest, accusations you can't support, threats or insults. Airbnb's Content Policy prohibits publicly disclosing another person's private information and content that is threatening, demeaning, insulting or harassing.

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