Bad review got you spiralling? Here’s the guest-friendly way to respond with class. Learn how to protect your vacation rental’s reputation without sounding defensive.

Before we dive in, don’t forget to subscribe and hit that notification bell so you never miss an episode. If you’re a vacation rental owner juggling guest turnover and five-star standards, this one’s for you.

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Today, we’re unravelling the awkward art of bouncing back from a bad review—without losing your mind or your mojo.

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Spoiler alert: there’s a killer tip near the end that’ll flip your response strategy on its head. Stick around.

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Bad Reviews Happen. Now What?

Picture this: you wake up, coffee in hand, expecting another five-star pat on the back…
And there it is.
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A 2-star review titled: “Disappointed.”

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Ouch.

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The thing is, even the best hosts get bruised sometimes. A rogue hair on a towel, a fridge that hums louder than a saxophone solo at 2am… it happens.

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👉 Quick quiz: What’s worse than a bad review?
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A bad response.

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🎧 Need weekly encouragement? Listen to the Vacation Rental Resolutions Podcast:
👉 vacationrentalresolutions.com/podcast

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Step One: Don’t Panic. Don’t Punch Your Keyboard.

Give yourself 24 hours. Rage-clean your sink. Eat a biscuit. Do anything but reply immediately.

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Bad reviews tap into something primal. But responding emotionally is like throwing water on a grease fire—it only spreads.

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Think of your reply as a public performance. You’re not just talking to the reviewer—you’re talking to every future guest who reads your response.

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Step Two: Acknowledge Without Agreeing

Start with gratitude. Yep, really.

Example:

“Thank you for your feedback. I’m sorry your stay didn’t meet expectations.”

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That doesn’t mean you’re admitting guilt. You’re showing that you care, even if you don’t completely agree. It’s diplomacy for hospitality folks.

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Want to see a real-world example?
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A guest once gave one host a 3-star because it rained all week. She replied, “We’d offer sunshine on tap if we could! Thanks for your visit—we hope next time brings better weather and the same comfy bed.”
Gold.

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Need more examples like that one? Check out the Vacation Rental Resolutions YouTube Channel
👉 youtube.com/channel/UCBEsMhOx5vmQrGZorZ7tolw

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Step Three: Spot the Gift in the Gripe

Not all complaints are rubbish. Some are uncomfortable gifts. That dripping tap? The cleaner who missed a spot?

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Use the review to improve systems.

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In the Launch Your First Vacation Rental course, we talk about building resilience into your operations. Bad reviews? They’re part of the feedback loop that sharpens your service.

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Ask yourself:

• Was there a miscommunication?

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• Was something overlooked?

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• Can this be prevented in future?

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Treat criticism like compost. Smelly? Yes. But also—growth fuel.

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Step Four: Keep It Short and Shine On

Don’t get defensive. Don’t write a novel. Future guests aren’t looking for courtroom drama.

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Stick to this formula:

1. Thank them.

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     2. Acknowledge issue.

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     3. Mention action taken (if applicable).

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     4. Invite them back (if you’re feeling generous).

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Example:

“We appreciate your honesty and are reviewing our check-in process. We hope you’ll consider giving us another try in the future.”

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That’s it. No “but actually…” Just class and clarity.

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Step Five: Bury the Bad with the Brilliant

One bad review won’t tank you. But ten silent happy guests will.

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Make it easy (and enticing) for guests to leave glowing feedback. You don’t have to beg. Just ask with heart.

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Include a gentle nudge in your checkout message:

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“If you enjoyed your stay, we’d love your review. It helps small hosts like us thrive!”

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Pro tip: Review follow-up systems are built into the Build Your B&B: From Dream to Doors Open course. If you want done-for-you templates, that’s your next stop.

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Running a rental isn’t just throw pillows and hashtags.

The “The 7-Day Vacation Rental Jumpstart” download helps you automate, price smart, and host like a pro.

Get your copy now! You can find a link in the show notes.

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What’s the strangest review you’ve ever received?

Drop it in the comments.

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Here Are You Key Takeaways

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In Conclusion

You’re not just running a rental—you’re building a reputation. Every review, good or bad, shapes your story.

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But bad reviews don’t break you—they build you. Handle them with grace, humour, and strategy, and guests will notice.

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Want more help creating a business that shines? Check out the “Launch Your First Vacation Rental” course. It’s packed with smart systems, copy-paste scripts, and review-saving tactics.

https://courses.keystonehospitalitydevelopment.com/course/mastering-vacation-rentals-build-manage-and-grow-a-profitable-business-full-course/

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To read more like this, head over to the Vacation Rental Resolutions Blog and check out Why Personalizing Guest Experiences Is the Secret Ingredient to Vacation Rental Success. Episode 28.
https://vacationrentalresolutions.com/2024/04/why-personalizing-guest-experiences-is-the-secret-ingredient-to-vacation-rental-success-028

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