I'm excited to dive into a topic that I know all too well - dealing with bad reviews. As a 29-time Airbnb super host who has welcomed over 5,000 guests to our properties, I've had my fair share of negative feedback, and I'm here to share my experiences and the strategies I've used to overcome them.

Now, I know getting a bad review can feel like a punch to the gut, but trust me, it's a normal part of the short-term rental game. In this episode, I'm going to walk you through my first-hand experience with a bad review, how I initially reacted, and the lessons I learned along the way. I'll also break down the Airbnb review process, so you understand how it all works, and share some tips on how to respond to those dreaded negative reviews in a professional and effective manner.

Whether you're a seasoned host or just starting out, I guarantee you'll pick up some valuable insights that you can apply to your own Airbnb business. So sit back, grab a pen and paper, and get ready to learn from someone who's been there, done that, and come out the other side stronger than ever. Let's dive in!"

Things we discussed in this episode:

• Jason Muth's first experience with a bad Airbnb review due to a forgotten changeover day.


• The initial reaction to try and get the bad review removed, rather than focusing on learning from the experience.


• The impact of a single bad review on Jason's super host status.


• Understanding the Airbnb review process, including the 14-day window for guests and hosts to review each other.


• The importance of responding to all reviews, both positive and negative, to demonstrate responsiveness.


• Categorizing guest feedback into immediate action, feedback to address later, and ridiculous feedback.


• Using guest feedback to enhance the property and communication, such as adding larger mixing bowls.


• Responding to negative reviews professionally, by apologizing, addressing the issue, and mentioning any improvements.


• The inevitability of multiple bad reviews, even for well-managed properties, and the importance of not taking them personally.


• Encouraging hosts to use bad reviews as opportunities for growth and not let them sink their Airbnb business.

Get in touch with Jason:

Facebook - https://www.facebook.com/jasonmuth

Linkedin - https://www.linkedin.com/in/jasonmuth/

Website - https://www.smartstayshow.com/ https://www.straightforwardstrs.com/ https://prideawaystays.com/

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SmartStay Show is part of Hospitality.FM, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!