Airbnb Review Response Script Pack
Templates for thanking great guests, handling bad reviews professionally, and staying within Airbnb’s guidelines.
Whether you’re hosting one property or managing multiple short-term rentals, reviews are your reputation. They’re often the first thing potential guests look at—and one negative comment can carry a lot of weight. But here’s the truth: it’s not just what guests say in their reviews that matters. How you respond plays a big role in building trust with future guests.
In this post, you'll get a ready-to-use Airbnb Review Response Script Pack that includes:
Templates to thank great guests
Professional replies to critical or unfair reviews
Guidelines to help you avoid getting flagged by Airbnb
Let’s make sure your responses show off your hospitality, not your stress levels.
Why Responding to Reviews Matters
Responding to guest reviews isn’t just polite—it’s strategic.
Your replies are visible to future guests, which makes them part of your public brand. Thoughtful responses help you:
Show that you’re an attentive and respectful host
Clarify misunderstandings without arguing
Turn a bad experience into a learning opportunity
Build credibility with potential bookers
Even when a guest leaves a glowing review, a warm thank-you message shows appreciation and encourages repeat stays.
✨ Script 1: Thanking Great Guests
Responding to a 5-star review is the fun part! Be specific when possible, and end on an open door for them to return.
Template:
Thank you so much for the kind words, [Guest Name]! We’re thrilled to hear you enjoyed your stay at [Property Name]. You were a wonderful guest—communicative, respectful, and tidy—and we’d love to host you again anytime. Safe travels and come back soon!
Variation (for repeat guests):
It was such a pleasure to welcome you back, [Guest Name]! We’re so glad to hear everything went smoothly during your stay. Repeat guests like you make hosting a joy. Looking forward to your next visit!
💬 Script 2: Professionally Responding to Bad Reviews
Negative reviews happen to every host eventually. What matters is how you handle them. Here’s how to write a calm, professional response that maintains your credibility and shows future guests you take feedback seriously.
Golden Rules:
Stay calm and polite
Don’t argue point-by-point
Acknowledge the feedback
Offer brief clarification if needed
Highlight steps taken to improve
Template:
Hi [Guest Name],
Thank you for taking the time to share your feedback. I’m sorry to hear that aspects of your stay didn’t meet your expectations. We always aim to provide a great experience and take comments like yours seriously.
We’ve reviewed your concerns regarding [brief mention—e.g., cleanliness, noise, etc.] and are taking steps to ensure future guests have a better experience.
Wishing you all the best on your future travels.
Shorter Version:
Thank you for your feedback, [Guest Name]. We're sorry to hear that your stay wasn’t what you hoped for. We appreciate you pointing out these issues and will use your comments to continue improving. Safe travels.
🚩 Script 3: Avoiding Review Flags from Airbnb
Airbnb discourages hosts from responding in ways that violate its review policy—like threatening retaliation, naming third parties (like cleaners or neighbors), or sharing private information. To avoid getting your response flagged or removed:
Do NOT:
Accuse the guest of lying or violating rules
Include booking details (e.g., rate paid)
Mention anything Airbnb considers “private” or “personal”
Respond emotionally or defensively
Here’s a safe, respectful way to respond to a review that feels unfair:
Thank you for your feedback, [Guest Name]. We're sorry to hear your stay didn’t meet your expectations. While we strive for accuracy in our listing and guest communication, we understand that experiences can vary and appreciate the opportunity to learn and grow.
Wishing you the best in your future travels.
This lets you respond without escalating the issue—or violating Airbnb’s content policies.
Pro Tip: Use a Review Response Tracker
Keep a simple Google Sheet or Notion page with the following:
Guest name
Date of review
Review summary (positive, neutral, negative)
Response status
Your response
This helps you stay organized and consistent—especially as you grow your hosting business.
Final Thoughts
Airbnb reviews are more than just feedback—they're your public reputation. With the right scripts, you can:
Celebrate and invite back amazing guests
Diffuse negative reviews with professionalism
Protect your listing from Airbnb review policy violations
Consistency is key, so don’t wing it. Save this script pack, personalize each response, and show potential guests the kind of thoughtful host you are.
