Free template · updated November 3, 2026

Bad review response template for Airbnb hosts

Your reply to a bad review is written for the next guest reading your listing, not the one who left it. A calm, short response that owns what's fair and says what you've fixed reassures future guests far more than winning the argument.

Wait a day before replying so you're not writing angry. Stick to facts, never share the guest's personal details or private messages, and keep any point about house rules short and neutral.

The template

Replace anything in [brackets] with your own details.

Short reply

Thank you for your feedback. I'm sorry [Issue, e.g. the hot water running out] spoiled part of your stay. We've since [What you fixed, e.g. replaced the water heater with a larger one], so future guests won't have the same problem. I appreciate you letting us know.

Detailed reply

Thank you for taking the time to share your feedback.

You're right that [Fair point, e.g. the bedroom was too cold on the first night], and I'm sorry. As soon as we heard, we [What you did at the time, e.g. brought over a second heater the same evening]. Since then, we've [Lasting fix, e.g. had the heat pump serviced and added blankets].

On [Point you see differently, e.g. the noise], [Calm fact, e.g. the listing notes the busy street, and there are earplugs].

We work hard to give every guest a comfortable stay, and feedback like this helps us do better. Future guests are welcome to message me with any questions before booking.

[Host first name]

Tips

Wait at least a few hours, ideally a day, before you write your reply.
Write for future guests: thank, own what's fair and say what you fixed.
Never share phone numbers, private messages, travel reasons or anything else the guest told you privately.
Don't argue point by point; pick the one fact that matters most and state it calmly.
If a review breaks the platform's review policy, report it through the platform rather than in your public reply.
Keep it to about 100 words; long replies read as defensive.

Put it on one guest page instead of a binder

Keegix turns your welcome book into one link and a QR sign by the door. Upload the binder you already have and AI drafts the page in about a minute, or paste this template in. Free forever for one property.

Upload my binder, free See a sample guest page

Questions

Should I respond to every bad review?

A short, calm reply is almost always worth it. Future guests read how you handle problems as closely as the review itself.

Can I get a bad Airbnb review removed?

Only if it breaks Airbnb's review policy, for example if it's retaliatory or unrelated to the stay. Report it through Airbnb; otherwise, your public reply is your answer.

Should I mention that the guest broke house rules?

Only if it explains the review, and then in one neutral sentence with no personal details. Future guests should see you as fair, not fighting.

More free templates

All guest message templates · Every free template

Free to use

Copy it, change it, print it, use it with any platform. Sharing it with a host group, on a blog or in a forum? A link back to this page helps other hosts find the latest version:

https://keegix.com/guest-messages/bad-review-response/