How To Avoid Bad
Reviews From
Vacation Rental
Guests
Having a good property is only the first step to success. The
real challenge is ensuring that a positive vacation rental
management and guest experience, without bad reviews.
Guest complaints can affect the reputation of your listing,
reduce occupancy rates, and compromise your ranking.
Therefore, knowing how to minimise issues and prevent
complaints is essential. PTKeys shares some tips with you on
how to avoid negative reviews of your vacation rental on
Airbnb or other booking platforms.
1. Set clear expectations to avoid bad reviews.
Most complaints happen when the guest encounters something that doesn’t match their expectations. To avoid this type of situation, it is essential that the listing is clear and realistic about the space, the location, and the house rules.
- Describe the space accurately, including its amenities, capacity, and condition.
- Clearly state the exact location and the proximity to public transport and points of interest.
- Be clear about the house rules and policies.
- Explain the check-in and check-out process in a clear and straightforward way.
2. Use professional photos for Airbnb listings.
Photos are the first impression and often the most important one. When they don’t match reality, a negative review becomes almost inevitable. Therefore, it is essential to:
- Use professional, well-lit photos;
- Showcase all areas of the property;
- Update the listing whenever improvements are made, ensuring that the guest knows exactly what to expect before arrival.
3. Respond fast to prevent
complaints.
Slow responses create anxiety and frustration, so communication
should be fast (ideally within one hour), clear and polite, and
also proactive by anticipating common questions in order to
ensure a better experience for the guest before and during their stay.
4. Create a smooth check-in process
to improve guest satisfaction.
To avoid guest complaints, clear check-in instructions should be sent in advance,
and you should be available to assist in case of unforeseen issues. And, of course,
you should verify beforehand that everything is working correctly before the guest’s arrival to
avoid bad reviews.
5. Maintain impeccable cleaning to
avoid low ratings.
Cleaning is the most common cause of complaints, so it should be treated as
a priority. We recommend using a professional cleaning team, creating a
detailed checklist for all areas, checking the space before each check-in, and
ensuring that extra linens and hygiene products are always available. Impeccable
cleaning not only drastically reduces complaints but also directly contributes to
better Airbnb reviews.
6. Prepare the short-term rental for
unforeseen issues.
Technical issues can arise during a guest’s stay, so it is important to be prepared to
resolve them quickly. Keep a basic maintenance kit with spare light bulbs and batteries, ensure all appliances are in proper working order, provide a support contact
for urgent assistance, and create a property manual with instructions and answers to
common questions.
7. Set clear house rules.
Some conflicts arise because guests are not aware of the property’s rules, so it is important to communicate them clearly from the beginning. Rules should be well defined in the listing and reinforced in the welcome message, clearly explaining what is allowed and what is not, including quiet hours, restrictions on visitors or parties, etc., in order to avoid misunderstandings.
8. Elevate the guest experience.
Small details can make a big difference.
- A thoughtful welcome letter;
- Useful information about the area such as maps, restaurants, and transport options;
- Small extras like tea, coffee, or water.
These will help create a more positive and memorable stay, significantly reducing the likelihood of complaints.
9. Respond quickly to avoid guest complaints.
If you receive a complaint, the way you respond is decisive for the outcome of the situation. It is important to apologise andacknowledge the issue, offer a quick solution, and act with honesty and transparency. This can not only prevent further conflict but often turn a complaint into a positive review.
Trust PTKeys for the Management of Your Rental
Managing a short, mid or long-term rental successfully requires time and organization, and this is where PTKeys can help. With professional
short-term rental management, we ensure listing and communication optimisation, an efficient check-in process and 24/7 guest support, rigorous cleaning and maintenance, and a quick resolution of issues. All of this results in fewer complaints and more positive vacation rental reviews, which in turn lead to more bookings and higher profitability.