Monitor reviews and feedback

Regularly review the reviews and feedback left by your guests on platforms such as Airbnb. Stay informed about what guests are saying about their experience at your property.

Respond to reviews

Take the time to respond to guest reviews, both positive and negative. Acknowledge and appreciate positive reviews and thank them for their kind words. For negative reviews, address the concerns raised and provide a thoughtful response. Show that you take guest feedback seriously and are committed to improving their experience.

Respond promptly

Responding to reviews must be done in a timely manner. Prompt responses demonstrate your attention and commitment to guest satisfaction. Ideally, you should respond within a few days of receiving the review.

Remain professional and courteous

Maintain a professional and courteous tone in your responses to reviews, whether they are positive or negative. Thank guests for their feedback and avoid becoming defensive or confrontational. Use the opportunity to demonstrate your commitment to addressing any issues raised.

Address concerns or issues

If a negative review highlights specific concerns or issues, address them directly in your response. Provide an explanation, offer solutions or outline the steps you have taken or will take to rectify the situation. This shows potential guests that you are proactive in resolving issues and improving the guest experience.

Showcase improvements

If a guest raises a valid concern or suggests an improvement, share how you implemented changes based on their feedback. Highlight any upgrades, updates or enhancements you have made to address previous concerns and provide a better experience for future guests.

Learn from feedback

Use guest reviews and feedback as a valuable source of information to improve your property and the guest experience. Identify any recurring themes or common areas for improvement and take action to address them. Continually strive to improve your property based on guest suggestions.

Encourage private feedback

In addition to public reviews, encourage guests to provide private feedback during their stay or after they check out. This gives them the opportunity to share any concerns or suggestions directly with you, allowing you to address issues before they become public reviews.

Share positive reviews

Promote positive reviews on your property listing or website. Share guest testimonials to highlight the positive experiences previous guests have had at your property. This helps build trust and confidence among potential guests.

Take action on real concerns

Use guest feedback to make tangible improvements to your property or guest experience. Addressing genuine concerns helps prevent similar issues from occurring in the future and shows that you value guest feedback.

Guest reviews and feedback

By effectively managing guest reviews and feedback, you can build a strong reputation, attract more guests and continually improve the quality of your short stay rental property. Remember to remain responsive, professional and committed to providing an exceptional guest experience.

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Contact Us

Send us an email and let’s chat about your holiday accommodation cleaning and short stay hire linen requirements, as well as your need for AirBnB guest accommodation supplies:
1300 477 937 or hello@holidaypropertyservice.com.au