7 Proven Ways To Fix Misleading Guest Reviews On Airbnb

Your latest Airbnb guests just checked out. 

You’re feeling pretty good about how smooth everything went. Then BAM! You get that dreaded notification – a new review. You open it, and your heart sinks. The review is… less than stellar, to put it mildly. 

And worse, it’s completely misleading.

If you’re a short-term rental host, this scenario might hit a little too close to home. In Airbnbs and the short term rental market in general — negative reviews can affect your ability to get new guests.

All hope isn’t lost though. Misleading reviews aren’t the end of your vacation rental business. In this blog, we’ll show you how to fix bad reviews on Airbnb.

How Does Airbnb’s Review System Work?

Before we jump into battle strategies, let’s break down how Airbnb’s review system actually works. 

Photo by: Gustavo Fring

Here’s the lowdown:

• Both guests and hosts have 14 days to leave a review after check-out.

• Reviews are only visible once both parties have submitted their reviews or after the 14-day period ends.

• Guests rate on specific categories like cleanliness, accuracy, and communication — and the overall rating is an average of these categories.

Now, here’s where it gets interesting…

Your property’s ranking in search results is heavily influenced by these reviews. Highly-rated properties show up more in search results, which means more bookings and more money in your pocket.

But there’s a twist—especially in Dubai. 

In Dubai, short-term rentals are regulated by the Department of Tourism and Commerce Marketing (DTCM). They’ve got their own set of rules about how properties should be maintained and managed. So when you’re dealing with reviews, you’re not just thinking about Airbnb’s policies – you’ve got to keep DTCM regulations in mind too.

Feeling a bit overwhelmed? Don’t worry. We’ve got you as always. Let’s move on to the strategies that’ll help you take control of your Airbnb reviews.

The 7 Proven Ways to Deal with Bad Guest Reviews On Airbnb

As the great Sheikh Mohammed bin Rashid Al Maktoum once said, “The word impossible is not in the leaders’ dictionaries. No matter how big the challenges — strong faith, determination and resolve will overcome them.” Let’s apply his wisdom to your scenario.

1. Respond Professionally and Promptly

Imagine you’re in a business meeting with the President. 

You wouldn’t shout or lose your cool, would you? The same applies here. Your response to a misleading review is your chance to show potential guests (and Airbnb) that you’re a professional host who cares about guest experiences.

Photo by: Antoni Shkraba

Here’s how to craft an impressive response to a negative Airbnb review:

1. Take a deep breath. Maybe two. Resist the urge to give an angry reply.
2. Address the reviewer politely. “Dear [Guest’s Name]” works well.
3. Thank them for their feedback. Yes, even if it’s misleading.
4. Address each point factually.
5. If appropriate, mention any steps you’ve taken to address their concerns.
6. Close with a positive note about welcoming them (or other guests) in the future.

Here’s a sample response to a negative Airbnb review:

“Dear [name], 

Thank you for taking the time to share your experience. I’m sorry to hear that your stay didn’t meet your expectations. Regarding the [cleanliness issue] you mentioned, [our cleaning staff follows strict protocols aligned with DTCM standards, and the apartment was thoroughly cleaned before your arrival]. The [‘noise from the street’] you referred to is likely due to [the temporary construction two blocks away, which is scheduled to finish next month.] We [provide earplugs in the bedside drawer for light sleepers, as mentioned in our welcome guide.] We strive to provide accurate information and a comfortable stay for all our guests. We hope you enjoyed the complimentary tickets to the Dubai Aquarium we provided and wish you all the best in your future travels.“

P.S: Simply replace the texts in [  ] with the specific issues, and the facts you have/action steps you already took.

2. Provide Evidence to Counter False Claims

Yes. You gotta channel your inner CIA agent here. Evidence is the best tool you have. It’s like having CCTV footage when someone claims they weren’t at the crime scene.

Photo by: cottonbro studio

Use this evidence collection checklist for a negative vacation rental review:

• Photos of the property taken before and after the guest’s stay
• Screenshots of all communication with the guest
• Maintenance records
• Cleaning receipts or logs
• Guest book entries (if you keep one)

In Dubai, you might also want to keep handy:

• Your DTCM license
• Records of any inspections by DTCM
• Certificates for any additional services you provide (e.g., if you offer airport transfers)

Homevy Tip: Organize all evidence in a cloud storage system so it’s secure, accessible, and you don’t have to dig through physical papers when you need something. However, still respect your guest’ privacy. The UAE has strict privacy laws. Never share personal information about your guests publicly. Your evidence is primarily for communication with Airbnb support, NOT for the public.

3. Contact Airbnb Support

Airbnb’s support team isn’t just there for fun – they’re there to help. When crafting your complaint, be clear, concise, and specific. Here’s how to report a bad review on Airbnb support:

1. Go to Airbnb.com and log into your account
2. Click on ‘Help’ in the top right corner
3. Select ‘Hosting’ > ‘Guest reviews’ > ‘Report a review’
4. Follow the prompts to explain your situation

Here’s a template to use in reaching out to Airbnb support for a negative review:

“Dear Airbnb Support,

I’m writing regarding a review left by [Guest’s Name] for their stay from March 12, 2025 to March 12, 2025 at my property [Listing ID]. I believe this review violates Airbnb’s content policy because [specific reason, e.g., it contains false information about the property’s cleanliness].

Here are the facts:

• [Fact 1 with evidence]
• [Fact 2 with evidence]
• [Fact 3 with evidence]

I’ve attached supporting documents, including [extra evidence]. I kindly request that this review be removed as it does not accurately reflect the guest’s experience and could unfairly impact my hosting business.

Thank you for your attention to this matter.

Best regards, [Your Name]”

P.S: Airbnb only removes reviews that violate their content policy. This includes reviews that are biased, irrelevant, left as a form of extortion, or that contains personal information. They probably won’t remove or fix bad reviews on Airbnb just because you disagree with it. But if you can prove it’s misleading or false, you’ve got a chance.

4. Encourage More Positive Reviews

While you’re dealing with that misleading review, don’t forget to encourage more positive reviews — as this can balance out the negative one you’ve got.

Use these Dubai-specific strategies to wow your vacation rental guests:

Photo by: Kateryna Babaieva

• Offer a “Taste of Dubai” welcome package: This may include dates, Arabian coffee, and maybe a tiny bottle of oud perfume.
• Create a list of unique Dubai experiences: Sure, everyone knows about the Burj Khalifa, but what about the Al Fahidi Historical District or the Dubai Miracle Garden? Provide a “Dubai Like a Local” guide. Include your favorite spots or the best places to buy certain things.

5. Use Airbnb’s Side-by-Side Reviews Feature

Airbnb’s side-by-side reviews feature allows potential guests to see both perspectives — giving you a chance to present your side of the story.

Here’s how it works:

Both you and your guest should leave a review (or reply – in your case) within the 14-day window. Once both reviews are submitted (or the 14 days are up), the reviews are published simultaneously. Potential guests can then see both reviews side by side when they view your listing.

To make the most of this feature:

• Be prompt in leaving your review. Don’t always wait for the guest to review first.
• Be honest and factual in your review of the guest.
• If you suspect the guest might leave a misleading review, subtly address potential issues in your review.

Something like:

“Zarak was a quiet guest who kept the apartment in good condition. We hope he enjoyed the earplugs we provided for light sleepers and the complimentary aquarium tickets. We strive to provide accurate information about our property and the surrounding area, including temporary construction projects, in our listing description and welcome guide. We wish Ahmed all the best in his future travels.“

This approach allows you to preemptively strike proactively address potential issues without seeming defensive.

6. Implement a Pre-Review Strategy

Prevention is better than cure.

Photo by: Thirdman

Implementing a pre-review strategy helps you nip potential issues in the bud before they turn into full blown negativity. Here’s how:

1. Check in with your guests. A simple message like “I hope you’re enjoying your stay! Is there anything you need?” is super cutesy and demure. However, respect privacy. Some people may not be comfortable with daily check-ins. Adjust your approach accordingly.
   
2. Create a mid-stay survey for guests staying more than a few days. Keep it short and sweet, asking about their experience so far and if there’s anything you can improve. Yet, be mindful of your communication style. Some cultures may be more direct, others more indirect. Adjust as necessary.
3. Be proactive about common issues. Is the Wi-Fi signal weak in certain areas? Mention it upfront and provide solutions (like a Wi-Fi extender).
4. Have a system for quickly addressing problems. If a guest mentions an issue, respond within an hour if possible, even if it’s just to acknowledge the problem and provide a timeline for resolution.

7. Learn and Improve from Constructive Criticism

Not all negative reviews are misleading.

Sometimes, there’ll be a grain of truth to acknowledge. The key is distinguishing between misleading reviews and valuable feedback.

Photo by: picjumbo

Here’s how to objectively analyze a negative review on Airbnb:

1. Remove emotion from the equation. Pretend the review is for someone else’s property.
2. Break down the review into specific points.
3. For each point, ask:
   • Is this factually accurate?
   • Is this a one-off issue or a recurring problem?
   • Is this something within my control?
   • How would I feel if I were the guest experiencing this?

Once you’ve done this analysis, it’s time to create an improvement plan. Here’s a template:

Issue: [Specific problem mentioned in the review]

Accuracy: [Factual / Partly true / Misleading]

Frequency: [One-off / Recurring]

Action plan:

1. [Immediate step to address the issue]
2. [Long-term solution to prevent recurrence]
3. [How to communicate this improvement to future guests]

Follow-up: [How and when you’ll evaluate if the solution is working]

P.S: Use this example to better understand the action plan;

Issue: Slow Wi-Fi in the bedroom
Accuracy: Factual
Frequency: Recurring (mentioned in 2 recent reviews)
Action plan:

1. Install a Wi-Fi extender in the hallway outside the bedroom
2. Conduct weekly speed tests in all rooms
3. Update listing to mention “high-speed Wi-Fi throughout the apartment, including bedrooms”

Follow-up: Check next 3 reviews for any mentions of Wi-Fi issues

Simple, innit?

How To Get Reviews From Short Term Rental Guests Without Being Pushy

Photo by: Gary Barnes

Try these subtle reminders:

1. Leave a handwritten note on the day before check-out, thanking them for their stay and mentioning how reviews help you improve your service. You can do this ahead of time and leave the note in a specific part of the house – where they’ll only usually check when they’re leaving the apartment.
2. Send a sweet farewell message through the Airbnb app (emphasis on the “sweet”, but make sure you’re being genuine). Wish them a safe journey home and casually mention that you hope they enjoyed their stay enough to consider leaving a review.

However, DON’T do the following when asking for Airbnb reviews:

• Explicitly ask for a 5-star review
• Offer incentives bribes in exchange for positive reviews
•  Pressure guests or make them feel obligated to leave a review
• Argue with guests about their experience in hopes of changing their review

How To Prevent Negative Reviews In Your Airbnb

The best way to fix bad reviews on Airbnb? Prevent them from happening in the first place. Here’s how:

1. Set clear expectations in your listing description. Be honest about your property’s features and limitations. Is your apartment smaller but cozy? Say so. Is there construction nearby? Mention it.

2. Create a comprehensive welcome guide. Include:

• House rules (be specific about things like noise levels and smoking)
• Local recommendations (restaurants, attractions, public transport)
• How to use appliances and amenities
• Emergency contact information
• Check-out procedures

3. Go above and beyond. Surprise your guests with stuff they can brag about – like a cute handwritten welcome note, a small gift (like local snacks or a souvenir), or recommendations tailored to their interests (if they’ve shared them with you).

4. Be responsive. Reply to all guest messages within an hour, even if it’s just to say you’ve received their message and will get back to them soon.

5. Regular maintenance. Don’t wait for things to break. Have a schedule for checking and replacing items like light bulbs, batteries in remote controls, and air filters.

Outro Thoughts

Your goal as a vacation rental host is to ALWAYS provide an exceptional experience.

By setting clear expectations, being proactive, and continuously improving, you’ll create a successful hosting business that can weather the occasional storm of a misleading review.

Now go forth and shine host like a pro.

Xoxo.