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Greetings everyone. I searched the site before posting here as I could not find an answer. This may be a dumb question so I apologize in advance. If I wanted to reply to a posted guest review, where do I do that? You can’t on the Review page itself. Is it in the review notification email they send and I have missed it? After hosting for over a year with consistent 5 star reviews, I haven’t had the need to reply. Maybe I would just to thank a great reviewer. We recently had a guest who pointed out mostly positives in their review, but then criticized the fact that they couldn’t plug their laptop into an outlet to work on a table or kitchen island because the cord wasn’t long enough. They phrased it as a “warning” that there wasn’t enough plugs. Both are not true and we do not advertise any work space at all. Plus they did not communicate with us at all during their stay. I could’ve given her an extension cord if I knew (She should’ve brought her own long cord if she wanted to work). However, she gave us a 5 star review anyway but I didn’t appreciate the “warning”. lol It’s not a big deal and I won’t comment as she may change her rating out of spite. I just wondered how I would if I wanted to. Thanks folks. Your advice has helped us become Superhosts! You are the best.
To respond to a review go to 'Profiles." Click that. Below you’ll see your reviews and you can click on a review to respond.
I generally respond to reviews. A review that states a complaint is a ‘fuzzy’ situation; some Hosts say by responding you draw attention to it; others say that if it’s a mis-statement it might be important to correct that. I’ll leave it to you to decide whether to respond to the complaint aspect. We try to respond to every review, which so far have been positive.
However, I usually use the words of the review to reinforce some aspect of the listing mentioned in the review. Here’s an example below, though like anything there are multiple points of view and some here might think that the response I made was too wordy or could have been improved.
If you wanted to address the issue the guest mentioned you could of course plug in a few short extension cords here and there. For $49 [now it’s $66 but the price fluctuates] we bought this item in each of the bedrooms. This way the guest does not need to get on their hands and knees to find a plug as there are three plugs in the back plus USB ports.
She can’t. Reviews and ratings can’t be changed once they are published. The most a guest can do is ask for their review to be removed entirely if they happened to write you a good review and then out of spite wanted to remove it because you didn’t review them positively.
