Can I get a bad review removed?

Only if it violates Airbnb's content policy (false claims, irrelevant content, retaliation). Otherwise, respond publicly.

Should I respond to good reviews too?

Optional but recommended for 5-star reviews under 200 words — keeps your response thread warm.

How long do I have to respond?

30 days from when the review is published.

How do I respond to a bad Airbnb review?

Updated June 1, 2026 · Category: Marketing

Step-by-step

1
Wait 24 hours
Avoid emotional replies. Sleep on it.
2
Thank the guest by name
Sets a non-defensive tone.
3
Acknowledge the specific issue
'You mentioned the heater was loud — you're right, we replaced it on March 14.'
4
State the fix
Future guests are evaluating you, not the past guest.
5
Close with hospitality
'Thanks for staying with us — we hope to host you again.'

Pros and cons

Pros

✓ Public response can lift conversion 5–10%
✓ Demonstrates accountability
✓ Shows future guests you're attentive

Cons

✗ Time-bounded — Airbnb allows responses for 30 days only
✗ Cannot be edited after publishing

Common mistakes to avoid

⚠ Blaming the guest
Future guests assume you'll blame them too.
⚠ Going long
Anything over 150 words signals defensiveness.
⚠ Ignoring the review
No response reads worse than a calm reply.

Examples

100-word response

Hi Sarah — thanks for taking the time to write a review. You're right that check-in took longer than it should have; the door code didn't sync because of a Wi-Fi outage on our end. We've added an offline backup PIN so this can't happen again. Sorry for the rough start, and thank you for the kind words about the kitchen. We'd love to host you next time.

Frequently asked questions

Can I get a bad review removed?: Only if it violates Airbnb's content policy (false claims, irrelevant content, retaliation). Otherwise, respond publicly.
Should I respond to good reviews too?: Optional but recommended for 5-star reviews under 200 words — keeps your response thread warm.
How long do I have to respond?: 30 days from when the review is published.