Do you get that sinking feeling when a guest leaves a sub-five-star review for your Airbnb? Especially when the space was clean, the guest never contacted you about any issues, and checkout seemed perfectly friendly?
There are many reasons a guest may leave a less-than-perfect review. In my experience hosting over 100 stays as a Superhost, these are the most common factors that influence ratings, and how you can stay ahead of them.
1. Cleanliness
This is, without a doubt, the most frequent reason that guests deduct stars.
When turnovers are frequent, it’s easy to get caught in a loop of doing a “surface cleaning” routine between each guest. Unfortunately, guests often notice the details that we may look past, such as dust or debris on baseboards, vents, ceiling fans, and inside drawers.
- Tip: Have a monthly deep cleaning checklist to address areas that you aren’t touching during every turnover. Preventative cleaning is much easier than recovering from a lack-of-cleanliness guest complaint.
- Keep an eye out for a future blog post that will include my own cleaning checklists.
2. Hospitality & Issue Handling
Even the best-running Airbnbs will eventually run into challenges: a malfunctioning appliance, heating/AC troubles, Wi-Fi or electricity issues, or a missing amenity.
The response that you give the guest often matters more than the issue itself. Guests want to feel heard and respected, and they want to be taken seriously if they have an issue or question. A defensive or dismissive response can quickly sour an otherwise fixable situation.
Personal example: During a cold winter stay, a guest arrived late in the evening to find the heat wasn’t working properly. The space was cold and obviously uncomfortable. We immediately:
- Provided troubleshooting assistance
- Delivered a space heater for overnight comfort
- Scheduled an HVAC repair the next morning
- Refunded the first night
The guest later shared that she had considered leaving our Airbnb for a hotel, but because of how the situation was handled, she stayed and still left a 5-star review.
- Tip: Respond to guests quickly, provide genuine empathy, and (when appropriate) offer reasonable gestures of kindness such as a partial refund, small credit, late checkout time, etc.
3. Inaccurate Photos
Your Airbnb listing photos set the guest’s expectations of your space. If the space looks different upon arrival, guests may feel misled, even if the change seems minor.
Broken or missing furniture, removed or changed décor, missing outdoor items, or even seasonal differences can all impact the guest’s perception of your space.
- Tip: Regularly review your listing photos and description. Be sure to update them whenever anything visible or functional changes.
4. Amenities Not Functioning
Oftentimes, guests will book an Airbnb based on filtered amenities that they want to have: a hot tub, coffee maker, blackout curtains, workspace, grill, etc.
If an advertised amenity isn’t working as expected, the guest is very likely going to be disappointed, which will reflect in their overall review of the space.
- Tip: If something breaks, notify upcoming guests immediately and set clear expectations. Transparency builds trust and understanding.
- I never think there is such a thing as too much information when it comes to this (I will go as far as letting guests know if I noticed a lightbulb needs replacing that I couldn’t get to during cleaning).
5. Communication Before & During A Stay
Guests want timely, clear, and consistent communication from their hosts, but not excessive messaging.
Silence on the guest’s end doesn’t always mean satisfaction. Instead, it can mean the guest didn’t feel comfortable enough reaching out. As a host, you want to leave the door open for questions, concerns, or feedback.
- Tip: Here are some key times to check in with a guest:
- When the guest books: thank them for booking and let them know when you will provide more information
- Within the week before their stay: general check in information, and when you will send door code (unless you choose to send it now)
- On day of check in: other last minute check in information and door code if applicable
- Mid-stay check-in (optional): a brief, friendly message to ensure everything is going smoothly
- After check out: thank them and ask for any feedback
6. Lacking Personality or “Wow” Factor
If you’re going through this list and checking all of the boxes: your space is clean, functional, and problem-free, but your reviews still hover at 4 stars… the issue may be emotional rather than practical.
When writing a review, guests will remember how the place felt to them. Which is why you want your space to leave a lasting impression.
- Tip: Add small touches to create an experience. Have a few small amenities that aren’t mentioned in your listing to give a fun surprise to the guest when they walk in. Add unique design elements to your space to serve as conversation points for guests.
- For my top 5 Airbnb upgrades that give a “wow” factor, visit this blog post.
Final Thoughts:
Being an Airbnb host is not an easy task. It is an intricate customer service role that goes beyond providing guests with a place to sleep. By managing expectations, maintaining consistency, and focusing on guest perception, you dramatically increase your odds of consistent five-star reviews.
Because happy guests = better reviews = stronger bookings.
