Yes, on Airbnb you can post a public reply to a review; you can’t remove reviews unless they violate policy.
Hosts and guests get a say. When feedback lands on your profile or listing, you can add a public reply under the original message. Keep it calm, factual, and useful while staying within platform rules.
Review Response Options At A Glance
Here’s a quick overview so you can pick the right move for each situation.
| Who Can Reply | Where It Shows | What You Can’t Do |
|---|---|---|
| Hosts and guests | Under the original review on the listing or profile | Delete or edit the other person’s review |
| Hosts | Listing page and host profile | Offer incentives for edits or removals |
| Guests | Guest profile | Post personal attacks or private info |
How To Reply To Airbnb Feedback Like A Pro
Before you type, read the full message and any private notes. Check your house rules, message history, and photos so you can respond with facts. Keep the first sentence friendly, then move to specifics. Close with a short line that shows what you did or will do.
For A Positive Review
Keep it short and personal. Use the guest’s name, mention one detail they raised, and invite them back. Readers skim these. A warm, human tone beats a canned line.
Template
“Thanks, Maya—glad the balcony view hit the mark. We’ve stocked extra coffee for your next stay.”
For Mixed Feedback
Thank them, reflect the main point, and state a fix. If the issue was a one-off (power outage, city works), say so in plain language. If the issue was on you, own it and show the change.
Template
“Thanks, Jamal. Sorry the Wi-Fi dipped during the storm. We upgraded the router and added a backup hotspot.”
For A Tough Review
Stay calm. Stick to facts from the message thread, check-in records, and time-stamped photos. If a claim is off, correct it without heat. If you made a mistake, say so in one line and name the remedy.
Template
“We’re sorry for the late check-in. The prior guest overstayed; we’ve tightened turnaround with an earlier cut-off and extra cleaner.”
Rules That Shape What You Can Say
Two platform rules anchor how replies work. First, replies are public and posted right away. Second, content must follow the reviews policy. No incentives for edits, no threats, and no sharing private info. Keep names, contact data, and reservation details out of the reply unless they’re already public on the review.
For the step-by-step path to write a reply, see Airbnb’s responding to a review guide. For content limits—like bans on retaliation or quid-pro-quo—see the Reviews Policy.
Timing, Visibility, And Impact
Reviews publish after both sides submit or when the window closes. Your reply appears below. Readers skim, so keep it steady and brief—about 2–5 tight sentences.
What Happens After You Reply
The original review stays as written. Your reply is public. If a review breaks policy—harassment, threats, quid-pro-quo—ask for a policy check. Keep the case short and attach proof.
Writing Lines That Win Readers
Great replies do three things: show care, add facts, and point to an action. That’s it. Skip emojis, legal talk, and marketing fluff. Speak like a neighbor who runs a tidy place.
Open With Warmth
- “Thanks for staying with us, Priya.”
- “Appreciate the shout-out on the backyard, Ken.”
Add One Fact
- “Check-in is self-service; the code arrives two hours before arrival.”
- “The unit is downtown, so street noise peaks on weekends; we supply earplugs and a white-noise machine.”
End With Action
- “We switched to blackout curtains in June.”
- “Housekeeping now replaces the water filter monthly.”
Public Reply Vs. Private Feedback
Public replies speak to prospective shoppers. Private feedback—sent through the platform’s private field—speaks to the other party only. Use public space for context and fixes. Use private space when you’re giving detailed tips, sharing a courtesy, or clearing the air without rehashing a long thread in public. Use both tools for clarity and better guest outcomes. Aim for prompt replies.
Response Mistakes That Hurt Bookings
A few habits drive away readers. Here’s what to avoid and what to do instead.
| Mistake | Better Move | Why It Works |
|---|---|---|
| Arguing point-by-point | Tackle the top issue once | Keeps the thread easy to scan |
| Copy-paste replies | Reference one detail from the stay | Signals care and authenticity |
| Blaming the guest | Own your part and name a fix | Shows accountability and control |
| Writing a wall of text | Use 2–5 short sentences | Readers finish the message |
| Making promises you can’t keep | Share actions you’ve tracked | Builds trust through evidence |
Step-By-Step: Where To Click
Desktop path: Profile → Reviews → Reviews about you → pick the item → Leave public response → Submit. The same path exists in the app via Profile and Reviews. After posting, refresh your listing page to confirm the reply displays under the original text.
Tone Examples You Can Adapt
Short And Sweet (Positive)
“Thanks, Alex—happy the kitchen gear was handy. You’re invited back anytime.”
Mixed Notes Done Right
“Thanks for the kind words and the Wi-Fi heads-up, Lea. We boosted speed to 300 Mbps and added an Ethernet cable by the desk.”
Firm But Fair
“We follow the posted no-smoking rule. A deep clean was required after this stay. We’re glad the rest of the visit went smoothly.”
When A Claim Is Wrong
“The listing shows ‘no parking on site.’ The city moved street work forward that week, and we sent details and a map the day before arrival.”
Use Evidence When You Need It
Evidence beats adjectives. If you need to correct a claim, cite the timestamp: “Photo uploaded at 3:42 pm shows the thermostat at 72°F.” If you set a fix, make it traceable: “New water heater installed on 10 August, receipt on file.” Keep it brief in public and keep screenshots handy in case the team asks.
How Replies Connect To Star Ratings
Shoppers read the text first, then glance at stars. If a review is low on one category—cleanliness, accuracy, check-in—use your reply to show a change tied to that category. That turns a weak moment into proof that you improve the stay. Over time, steady replies can soften the sting of an outlier rating.
What To Do With A Bad-Faith Review
Most feedback is honest. When it crosses a line—harassment, threats, demands for refunds—the reviews policy comes into play. Flag the item and request a policy check. Keep your public reply short and neutral while the team reviews the case.
House Rules, Boundaries, And Safety
Some topics spike emotions: extra guests, smoking, parties, or pets. Your reply should point to the posted rule in plain words and show the action you took. Never share personal data. Keep the tone steady; buyers care about your response more than the score itself.
Make A Reusable System
Save time without sounding robotic. Build a small bank of lines for common themes—praise for location, noise at night, AC quirks, handoff. Pair each with one fact and one action. Rotate phrasing so replies stay fresh.
Playbook For Common Scenarios
Noise Complaints
State that the area can be lively on weekends, share the step you took (quiet hours, sound meters, white-noise device), and point to the listing note that sets the expectation. Invite the reader to message you ahead of time if quiet is a top need.
Temperature Problems
Note the set point, the service visit or part swap, and any seasonal quirks. Share what guests can control and where the manual sits. Clarity calms nerves for the next reader.
Cleanliness Issues
Thank the reviewer for the heads-up, say what was missed, and name the fix: extra inspection, new checklist, change of provider, or a credit already sent. Keep it short; the action is the headline.
Broken Or Missing Items
Apologize in one line and name the remedy that’s already done: “New kettle delivered the next morning.” If the fix took longer, say why in simple terms.
Rule Violations
Point to the posted rule and communicate that it was enforced. Avoid shaming. The goal is to show steady management without drama.
Calm Copy You Can Borrow
Use these short lines to keep replies steady and helpful. Mix and match to suit the case.
- “We’ve added a printed guide by the entry table for quick answers.”
- “Our cleaner now sends a photo of each room after turnover.”
- “We switched to triple-pane windows on the street side.”
- “The gate code changes after every stay for security.”
- “Pets are allowed with pre-approval; details sit under ‘House rules.’”
Handling Edge Cases
Late-night complaints, third-party bookings, or guests who bring more people than reserved can lead to sharp words. Keep your reply neutral and lean on platform records. If messages show that you offered a fix or a fair option, mention that briefly. If safety was at risk, say you involved the team and give no more detail.
Aftercare Checklist For Hosts
Each tough review is a chance to tighten operations. Run this short list after you reply:
- Update the listing copy where guests keep tripping up.
- Add a photo that answers a common question (parking, entrance, steep stairs).
- Refresh house rules so they’re short and readable on a phone.
- Review automation: code delivery, check-in sheet, and cleaner notes.
- Log the issue in a simple tracker so fixes don’t fade.