The 24-Hour Rule
Here's a startling fact: only 29% of managers respond to reviews within 72 hours. Want to stand out? Make it your goal to respond within 24 hours. Think of it like a guest texting you about a maintenance issue - the faster you respond, the more they (and future guests) will trust you.
Response Templates That Work
For Those Glowing 5-Star Reviews:
The Review: "What an amazing weekend getaway! The beach house was perfect - the views were even better than the pictures, and the kitchen had everything we needed. Sarah was so responsive with local recommendations. We'll definitely be back!"
Your Response: Hi [guest name],
Reading about your family weekend at [property name] brought a smile to our faces! We especially appreciate you highlighting the kitchen amenities - we recently upgraded all our cooking equipment to ensure our guests can enjoy home-cooked meals.
We'll make sure to pass your kind words along to Sarah, and we'd love to welcome you back anytime!
Why This Works:
- Uses guest's name and specific details from their stay
- Highlights recent improvements
- Keeps it warm and personal while staying professional
- Ends with a clear invitation to return
When Things Aren't Perfect (4-Star Review):
The Review: "Good stay overall. House was clean and comfortable, great location. Only issue was spotty WiFi upstairs. Would still recommend it!"
Your Response: Hi [guest name],
Thank you for your thoughtful review. We're glad you enjoyed the location and comfort of the house. About the WiFi - we've scheduled an upgrade next week to install additional access points upstairs.
Should your travels bring you back to [rental location], we'd love to host you again!
Why This Works:
- Acknowledges both positive and negative feedback
- Provides a specific solution to the reported issue
- Includes location name, helping with SEO
- Stays positive while addressing concerns
Handling Negative Reviews:
The Review: "Disappointed with our stay. The pool heater wasn't working for two days. For the price we paid, this was unacceptable."
Your Response: Hi [guest name],
Thank you for bringing this to our attention. We're truly sorry about the pool heater issues. We've implemented weekly maintenance checks and installed a monitoring system to prevent similar problems.
I'd appreciate the chance to discuss this further - please reach out to me directly at [manager contact info].
Why This Works:
- Takes responsibility without making excuses
- Details specific improvements made
- Moves the conversation offline
- Shows future guests that problems are taken seriously
Best Practices for Every Response
Do:
- Name-drop (but double-check the spelling!)
- Reference specific details they mentioned
- Keep it brief (2-3 paragraphs max)
- Respond to every review, even the short ones
- Include a call-to-action for future stays
Don't:
- Copy-paste generic responses
- Get defensive or make excuses
- Include private booking details
- Write lengthy explanations
- Use industry jargon guests won't understand
Making It Manageable
Managing reviews across Airbnb, VRBO, and Booking.com can be overwhelming. Here's how to streamline it:
- Set aside dedicated "review response time" each day
- Create a property-specific quick reference guide with:
- Common amenities and features
- Recent upgrades or improvements
- Standard solutions for common issues
- Use a review management platform that:
- Aggregates all your reviews in one place
- Helps you track response times
- Lets you respond directly to OTAs