On Airbnb, open the review, click Reply, and post a brief, factual note that thanks the guest and addresses the point.
You can answer a review in minutes, and the right note pays off for months. This guide shows a clean process, real phrasing, and clear rules so your reply helps bookings, not headaches.
Replying To Airbnb Reviews: Steps That Work
Here’s a simple flow you can use every time. It keeps replies short, steady, and useful for the next traveler who’s scanning your page.
- Thank the guest by name or “Hi there,” if you prefer privacy.
- Reflect one concrete detail from the stay to signal you read the note.
- Address the main point in one or two lines without excuses.
- State one fix or practice you already use.
- Invite them back or wish them well.
Common Situations And Ready Replies
Use the table to draft faster. Pick the row that matches the review flavor, then tailor the wording to your place and house rules.
| Situation | What To Say | Goal |
|---|---|---|
| Glowing review | “Thanks for staying with us, Alex. Glad the porch and fast Wi-Fi helped your trip.” | Show care and reinforce highlights. |
| Minor gripe | “Thanks, Maya. We’ve added extra coffee pods so mornings start smoother.” | Acknowledge and show a small fix. |
| Noise complaint | “Thanks for flagging this. We now remind neighbors of quiet hours and added door seals.” | Show action and calm future readers. |
| Cleanliness note | “We’re sorry the oven tray wasn’t spotless. We retrained our cleaner and added a second check.” | Own it and show stronger checks. |
| Location surprise | “Our listing now spells out the hillside walk and bus times so plans stay easy.” | Set expectations. |
| Check-in hiccup | “We switched to a smart lock and clearer arrival steps to make entry smooth.” | Remove friction. |
| Rule pushback | “We keep no-smoking rules for guest comfort. Thanks for understanding.” | Hold firm without scolding. |
| Mixed review | “Thanks for the kind words on the view. We’re replacing the sofa this week.” | Balance praise and fix. |
| Tough review | “We’re sorry we missed the mark. The issue is fixed and we’ve added a pre-arrival check.” | Own the miss, show action. |
What Others See And When
Guests and hosts can write reviews within 14 days after checkout. Once both sides submit or that window ends, the notes go live. Your public reply posts right away and appears under the guest’s words on your listing page.
Two links worth saving: the Airbnb Help page on Responding to a review explains where the button lives and what replies can do, and the official Reviews Policy lists content rules for both sides.
Tone And Structure That Win Trust
Readers skim. A tight reply helps them decide fast. Keep it under 80 words, stick to one message, and swap heat for facts. When a claim needs context, add it without drama. If the review is glowing, echo one detail and stop there.
Words And Moves That Help
- Start with thanks. It signals grace.
- Mirror a detail: a view, parking ease, or the breakfast basket.
- Answer the main point plainly. No walls of text.
- Offer one action: a repair, a swap, or a clearer note in the guide.
- Close warm and brief.
Phrases To Skip
- Defensive jabs or sarcasm.
- Excuses about traffic, weather, or “that one time.”
- Anything that hints at blame.
- Inside jokes or private details.
Handling Different Review Types
All-Praise Notes
Celebrate, echo one detail, and avoid over-selling. Short and warm reads best on mobile and keeps the spotlight on the guest.
Small Complaints
Name the fix in plain terms. “We added blackout curtains,” or “We restocked the cookware.” Specifics beat broad promises.
Big Misses
Lead with a short apology. Describe the fix, the check you added, and how you’ll prevent repeats. Keep it steady and brief.
Unfair Or Off-Topic Notes
Stick to facts. Point to house rules or listing details that set clear expectations. If a review breaks content rules, read the Airbnb Reviews Policy and report it.
Where To Find The Reply Button
On Desktop
- Go to your profile and open Reviews.
- Find the review on the listing page or in the Reviews section.
- Click Reply, write your note, and post.
On Phone
- Open the app and tap your listing.
- Scroll to Reviews, pick the guest’s note.
- Tap Reply, write, and post.
Template Builder You Can Tweak
Drop your details into these compact lines. Mix and match one from each row and you’ll land a clear, human reply in seconds.
| Part | Plug-In Line | Notes |
|---|---|---|
| Opening | “Thanks for staying with us, [Name].” | Sets a friendly tone. |
| Detail | “Glad the [feature] worked for your trip.” | Echo one detail. |
| Fix | “We’ve now [repair/swap/add] so guests have a smoother stay.” | Shows action. |
| Context | “Our guide now notes [bus times/steps/parking].” | Clarifies info. |
| Close | “Safe travels and you’re invited back any time.” | Ends warm. |
Pro Tips That Save Time
Build A Snippet Bank
Keep a note file with lines for common themes: parking, Wi-Fi, beds, heating, check-in. You’ll reply faster and stay consistent across stays and co-hosts. Pin your best lines in the app notes. Reuse them wisely.
Set House Rules For Clarity
Sharp rules lower confusion. Spell out quiet hours, visitor limits, pet terms, and local quirks like narrow streets or early trash pickup. When reviews mention those, you can point to the listing line that covers it.
Add Proof Points
Photos of upgrades, a new lock, a toaster swap, or a fresh paint job back up your words. A single picture in the gallery can answer a concern before it shows up again.
Use Timers
Block 10 minutes after checkout emails start rolling in during peak season. Quick replies show care and keep your profile tidy.
Mistakes That Hurt Bookings
- Long replies that rehash the whole stay.
- Copy-pastes that sound robotic.
- Sharing private info or contact details.
- Promises you can’t deliver.
- Angry tone or blame.
When To Report Instead Of Replying
If a review includes hate speech, threats, doxxing, private contact info, or off-stay claims, don’t spar in public. Flag it for review under the Airbnb Reviews Policy. Keep your public note, if any, short and neutral while the case is checked.
FAQ-Style Notes Without The Fluff
Can I Edit My Public Reply?
Your response posts right away. Edits are limited, so aim for a clean draft before you press Post.
Do I Need To Reply To Every Review?
You don’t need to answer each note. Many hosts reply to mixed or tough notes and let all-praise ones stand with a simple thanks.
How Long Do Guests Have To Review?
They have 14 days after checkout to write their note. Once both sides submit or the window ends, the reviews appear. You can then reply under the guest’s words.
Pre-Reply Checklist
Take a breath, read the note twice, and grab a scrap pad. Jot the single point you’ll address and one action you can name. Peek at your listing to verify that the detail in question is accurate today. If it isn’t, update the text or photos first, then write the public note so your words and page match.
Length, Style, And Formatting
Plain language wins. Swap jargon for everyday words. Short sentences read better on phones and help you stay within an 80-word target. Use line breaks in your draft so you can see the structure, then post as one tight paragraph.
Name products only when they matter to comfort or safety, like a carbon monoxide alarm, blackout curtains, or a crib that meets local standards. Skip brand hype. Readers want proof that sleep, light, heat, and hot water work as promised.
Edge Cases And Smart Moves
Third-Party Complaints
If a neighbor or a building staffer raised an issue that shows up in a guest review, keep your reply narrow. Confirm the rule, note any steps you took, and invite direct messages for anything private. Public spats never help bookings.
Refund Requests Inside Reviews
Move money talk to messages. In the public note, thank the guest and say you’ve sent a direct message to sort it out. That keeps the thread clean while you work through the case with the guest and, if needed, with the Airbnb team.
When You Disagree
Stick to verifiable facts: timestamps, photos, and house rules. One calm line with evidence carries more weight than a long defense. Your target reader is the next traveler, not the past guest.
Sample Replies You Can Adapt
Short Praise
“Thanks for staying, Tasha. Glad the river view and late checkout helped your weekend. Safe travels!”
Praise With A Nudge
“Thanks, Sam. Happy the bed felt great. We’ve now added a softer pillow option to the closet.”
Mixed Note
“Thanks for your stay, Priya. We’re glad the kitchen worked for your group. We’ve replaced the squeaky chair and updated the guide with bus times.”
Sharp Complaint
“We’re sorry the AC struggled during the heat wave. A tech serviced it, and we added a spare fan to the bedroom. Thanks for the heads-up.”
Rule Issue
“We keep no-party rules to protect neighbors’ rest. We’ve added clearer booking notes and quiet hours. Thanks for understanding.”
Closing Thoughts For Confident Replies
Your goal is simple: speak to the next guest. Thank the reviewer, name one detail, address the point, and show one action. Keep it short, steady, and human, and your review thread will work like a quiet sales page for your place.