When you read the first negative review on your vacation rental property it may be tempting to backlash, so it’s important to take a step back and not take the guest review personally. Unfortunately, even the best vacation rental properties on CuddlyNest are going to eventually get a negative review, as you can’t please everyone.

Here’s how to cope when you get that first negative review:

A Negative Review May Have Just Been One Thing

People are quick to tap on the one star, even though all other aspects of their stay were enjoyable. They may have been overreacting when they said the coffee wasn’t good, or the door hinge squeaked. It may be a quick fix for the next guest.

Respond to all Negative Comments

Often, it’s the way that you tackle the problem that can provide a happy resolution for the guest. They may still book with you in the future, or, if the system allows it, they may be willing to add an update to the review. Often when a guest posts a negative review, they are waiting for a response. It’s important to read the review, apologize, and offer a solution for the future.

Respond Quickly

Don’t check through your reviews once a month. Set aside time at least twice a week to check into the ratings review system. Often many property managers and homeowners also like to post a “thank you” for the positive reviews. This shows that there really is a real person at the other end. You may even be able to set a Google Alert for when someone posts a review about your vacation rental property.

Turn the Negative into a Positive

Most of the time, negative reviews are related to a bad experience, rather than being an intentional attack on you. For example, if you have a review that says your apartment isn’t kid-friendly, maybe you can turn that into a positive and get more adults staying at your quiet and tranquil place because your rental is not suitable for a family environment.

If there are complaints that your neighborhood is too noisy, you can highlight how your apartment is located in a fun and lively part of the city.

As for complaints about cleanliness, it’s time to put on your glasses and do a good scrubbing and sanitation of your rental space. Sometimes we can tune out dirt and grime.

What You Shouldn’t Do in a Review

Never show your emotions in a response. This means not personally attacking someone just because you don’t agree with them. If someone has truly lied on the review, post a photo or a link to a past review to temper it down, and thank them for their review.

It can be a cause for alarm if all your reviews are five-star experiences, as some guests may wonder if your five-star reviews are fake.

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