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What to Do When Your Listing Has Poor Reviews

How to get better reviews, or if needed relist your properties

Updated over 2 months ago

In this article, we will cover two topics.
​
​1. How to recover from poor reviews. Your Airbnb business relies on good reviews, which is why guest experience, ease of communications, and managing expectations need to be the number one focus of your business. We are focusing on this first, as this is how you should be operating your Airbnb business, rather than relying on relisting as a strategy.


​2. How to relist your property if your reviews have sunk too low. This should only be done if your listing has dropped below a 4.6★ rating on Airbnb, or if it has been suspended/removed from Airbnb.
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​PLEASE NOTE: Airbnb has recently cracked down on this practice, and there are more things in place to stop hosts from doing this, as it is against their ToS. So please note that if you do decide to go this route, there is a possibility that your new listing will also be taken down.


Contents

  • What You Need

  • Why It Matters

  • Section 1 Steps: How to Improve Operations for Better Reviews

    • Step 1: Diagnose the Problem, Do Not Guess

    • Step 2: Fix the Real Guest Experience

    • Step 3: Align Your Listing With Reality

    • Step 4: Improve Communication Before, During, and After Stays

    • Step 5: Respond Thoughtfully To Existing Bad Reviews

    • Step 6: Adjust Pricing To Help You Recover

    • Step 7: Build A Simple Review Improvement System

  • Section 2 Steps: How to Re-List Your Unit

    • Step 1: Understand That This is a Risk

    • Step 2: Re-Listing on Your Existing Host Account

    • Step 3: Re-Listing on A New Host Account

  • Additional Resources and Tips

What You Need

Before you start changing anything, gather a few basics:

  • Access to your Airbnb dashboard and Insights

  • The last 10 to 20 reviews, especially the lowest-rated ones

  • Your current photos, description, and pricing strategy

  • Time for your cleaner to do a full walkthrough of the property while you are on a video call, or at least a detailed photo or video inspection that you can review.

Optional but helpful:

  • A cleaner or maintenance person who can act on a punch list

  • A simple spreadsheet or notes doc to track recurring issues and fixes

Why It Matters

On Airbnb, reviews are not just a vanity metric. They directly affect:

  1. Search visibility
    Airbnb uses guest satisfaction and booking probability as inputs into the ranking algorithm. Listings with stronger review profiles and higher guest satisfaction tend to show up higher in search, which brings more views and bookings. (RSU by PriceLabs)
    ​
    For example:
    95% of the algorithm is star rating/pricing. Making poorly rated listings need to lower their pricing to be competitive to be booked, and higher rated listings are getting more revenue because it's telling Airbnb guests to book this place on their platform.
    ​
    Ratings drive visibility. Price closes the gap.

    • Airbnb shows higher-rated listings more often in search

    • Star rating multiplies visibility; price is the control lever

    • 4.9★ can hold higher ADR on page 1; 4.8★ must discount to compete

    • Low-quality listings still book, but later and at lower rates

    Quick example

    • Listing A: 4.9 ★ at $200/night → prioritized in search, more views, holds rate

    • Listing B: 4.8 ★ at $175/night → must undercut on price to appear at the top

    • Listing C: 4.7 ★ at $150/night → must undercut further on price to compete

    A Hierarchy of Airbnb money

    • Units & market fit: supply: demand, location, bedroom count, parking. The wrong location can’t be fixed

    • Listing rating: cleanliness, accuracy, responsiveness, check-in experience

    • Price & presentation: pricing strategy, photos, title, description, amenities, calendar hygiene

    • Everything else: promos, badges, extras, gadgets

    Operational takeaway

    • Guard your stars first, then tune price and presentation

    • Track rating + ADR + conversion together; adjust weekly

    • Don’t try to price your way out of a bad unit-market fit
      ​

  2. Conversion and pricing power
    Guests heavily filter by rating and read recent reviews. A listing with a 4.2 rating will often need to discount more to win the same booking compared with a 4.8 listing in the same area. Industry data shows that pricing and perceived value are tightly linked to occupancy and revenue per night. (RSU by PriceLabs)
    ​

  3. Trust and risk perception
    Airbnb’s reviews policy explicitly exists to keep reviews “authentic, trustworthy, and useful.” Guests use this to assess risk before booking, and Airbnb uses it to maintain trust in the platform. (Airbnb)
    ​

  4. Long-term compounding effect
    When reviews are weak, visibility drops, bookings slow down, and it gets harder to attract the kind of guests who leave strong reviews. When reviews improve, the opposite loop starts operating in your favor.

So the goal is not to erase bad reviews, but to:

  • Fix the problems that created them

  • Show clearly how the listing has improved

  • Stack new, accurate five-star experiences on top

Section 1 Steps: How to Improve Operations for Better Reviews

Step 1: Diagnose the Problem, Do Not Guess

  1. Review the last 10 to 20 reviews

    • Sort from lowest star rating to highest

    • Highlight recurring themes: cleanliness, noise, comfort, communication, accuracy, location, value
      ​

  2. Classify issues into three buckets

    • Physical: beds, linens, noise, smells, maintenance, layout

    • Operational: cleaning quality, check in trouble, unclear instructions

    • Expectation: listing copy or photos that oversell or hide tradeoffs
      ​

  3. Cross-check with your metrics

    • Overall rating and sub scores (cleanliness, accuracy, communication, etc.)

    • Occupancy and ADR trends over the last 3 to 6 months

You are looking for patterns, not individual complaints. Airbnb itself recommends treating reviews as feedback to improve the experience, then showing clearly how you have responded. (Airbnb)

Step 2: Fix the Real Guest Experience

Do this before changing prices or rewriting everything.

  1. Walk the property like a picky guest (or have your cleaner do it with you)

    • Arrive at night if possible

    • Follow the full journey: arrival, door, hallway, unit entry, bed, bathroom, kitchen

    • Note anything that would feel disappointing compared with your listing photos and copy
      ​

  2. Create a punch list and act on it
    Prioritise:

    • Cleanliness: spotless bathrooms, fresh linens, no hair or dust on high-touch areas (light switches, remotes, handles) (Casa Scotia)

    • Sleep: mattress comfort, pillows, blackout curtains, noise mitigation

    • Basics: working Wi-Fi, hot water, and functioning heating or cooling
      ​

  3. Upgrade where it has an outsized impact
    Often, high-leverage upgrades are:

    • New linens and towels

    • Better lighting and a bedside lamp

    • Small amenities like good local coffee, phone chargers, and a luggage rack

Step 3: Align Your Listing With Reality

A big cause of bad reviews is expectation mismatch, not necessarily bad properties.

  1. Rewrite your first paragraph

    • Clearly state who the listing is ideal for

    • Mention any tradeoffs guests keep mentioning, framed honestly and positively

      • Example: “You are right in the heart of downtown, so street noise is part of the experience. For light sleepers, we provide a white noise machine and earplugs.”
        ​

  2. Refresh your photos

    • Use bright, accurate images that show the true size and condition of the space. If you want the contact for our photographer, just ask us!

    • Include clear photos of any upgrades you made. Airbnb and specialist blogs repeatedly emphasise alignment between images, description, and reality, since misalignment hurts both ranking and reviews. (RSU by PriceLabs)
      ​

  3. Add a “recently improved” note
    Near the top of the description, briefly state:

    • What you changed

    • When you changed it

    • That it was in response to guest feedback

This helps future guests understand why older negative reviews may no longer reflect the current experience. Hosts in the Airbnb Community who do this report better booking confidence after isolated bad reviews. (Airbnb Community)

Step 4: Improve Communication Before, During, and After Stays

Strong communication scores are one of the clearest levers for better reviews and ranking. (RSU by PriceLabs)

  1. Pre arrival

    • Send clear check-in instructions with photos

    • Explain parking, door codes, and building quirks

    • Set expectations about noise, layout, and anything unusual
      ​

  2. First night check-in

    • Message a few hours after arrival:

      • “Just checking in that you arrived safely. Is everything as expected, or anything we can improve for you tonight?”

    • Fix issues immediately when possible and document what you changed
      ​

  3. Pre-check out

    • Thank them for staying

    • Share simple checkout instructions

This alone reduces the number of negative surprises that translate into poor reviews.

Step 5: Respond Thoughtfully To Existing Bad Reviews

You cannot delete reviews that simply give an honest opinion, but you can respond in a way that reassures future guests and sometimes request removal when a review breaks policy.

  1. Public responses
    Airbnb recommends short, calm, solution-oriented responses such as: thank the guest, acknowledge the issue, state what changed, and avoid arguments. (Airbnb)

    A simple structure:

    • Thank them for the feedback

    • Acknowledge the specific point

    • State what you have done since

    • Invite them back if appropriate
      ​

  2. Request removal when the policy is broken
    Airbnb allows removal requests when reviews violate the Reviews Policy, or are retaliatory in specific ways, such as referencing a Resolution Center dispute or containing abusive content. (Airbnb)

    If you believe that is the case:

    • Gather screenshots and evidence

    • Submit a review removal request through the Help Centre
      ​

  3. Request removal from the guest, in exchange for compensation

    If you feel like the review was unfairly rated, but wasn't retaliatory, you can opt to call the guest who has left a bad review and offer them compensation so they can call Airbnb to have their review removed.

    Sometimes a guest is unhappy and is ready to leave a negative review. Instead of simply accepting the bad review, you can reframe the situation and turn it into a service recovery and learning opportunity.
    ​

    The basic idea is:

    1. Acknowledge that their experience was not perfect

    2. Offer a small refund or discount as a gesture of goodwill

    3. Ask for specific feedback on how you can improve

    4. Then, once they feel heard, gently ask if they would consider updating, removing, or not leaving a negative review, since it impacts your standing on the platform
      ​

    The key is to lead with empathy and take ownership, even if you feel their complaint is minor or unreasonable.
    ​

    Change the frame:
    We are not “paying people off.” We are offering a small discount in return for detailed feedback on how we can improve, because we know we did not get everything perfect during their stay.
    ​

    They let the guest share everything they are unhappy about, thank them for helping us improve, and then ask if they would be willing to either leave a positive or neutral review, or take down a negative review that is already posted, since bad reviews hurt our search ranking and visibility.
    ​

    The emotional tone is important. You want to sound even more concerned about their issue than they are, so they feel taken seriously.
    ​

    Example message to a guest
    ​

    “Hi [Guest Name],

    Thank you for sharing your experience. It is clear that your stay was not as smooth as it should have been, and I can see how frustrating that must have felt.
    We really want to get better, and your feedback is a big part of that.
    ​

    As a gesture of goodwill, I would like to offer you a [10% / $XX] refund for the inconvenience. In return, it would really help us if you could tell us specifically what we could have done differently to make your stay a 5-star experience.
    ​

    Because reviews have a big impact on our ability to stay in business on Airbnb, I wanted to ask if you would consider either updating your review to reflect the way we handled this or removing a negative review altogether. We are genuinely committed to improving, and your support would mean a lot to us.
    ​

    Thank you again for your time and for helping us do better for future guests.”

Do not rely on removal as your main strategy. Assume most reviews will stay, and focus on making the future ones much better.

Step 6: Adjust Pricing To Help You Recover

When reviews are weak, guests need more reasons to take a chance.

  1. Compare your price to similar listings with higher ratings

    • If you are priced the same or higher than better-rated listings, consider temporary discounts

    • Data from dynamic pricing tools suggests that targeted adjustments can raise occupancy and revenue, especially in slow periods. (PriceLabs)
      ​

  2. Use temporary, targeted discounts

    • Slightly lower your price for the next 5 to 10 bookings to attract more guests

    • Focus this on dates where you have low occupancy and where more reviews would help
      ​

  3. Raise prices again once your rating and review volume improve

The goal is to buy momentum, not to underprice forever.

Step 7: Build A Simple Review Improvement System

To avoid getting back into trouble:

  1. Monthly review audit

    • Scan all reviews from that month

    • Note recurring themes and add action items to your punch list
      ​

  2. Sharpen your cleaning checklist

    • Add or update items based on what guests notice most often

    • Schedule periodic deep cleans, not only turnover cleans. (Casa Scotia)
      ​

  3. Standardise your messages

    • Save templates for pre-arrival, day one check-in, and post-stay review nudges so every guest gets the same clear communication

Over time, this converts your review history from a liability into a visible record of continuous improvement.

Section 2 Steps: How to Re-List Your Unit

Step 1: Understand That This is a Risk

  1. Relisting your property goes against the Airbnb Terms of Service.

    While this is common practice in the industry, technically, this process is not allowed by Airbnb. As such, we want to start out by making you aware of the risk of re-listing your property. This could lead to the property being delisted or suspended, and also could lead to a full account suspension, so be certain this is the path you want to follow.
    ​

  2. Be sure your old listing has been unlisted. We have seen issues in the past where people have attempted to relist a property while the old listing is still active. This will automatically flag in Airbnb, so make sure your old listing is no longer active before you attempt this process.

Step 2: Re-Listing on Your Existing Host Account

Try this first before listing on a new account.
​
Note that everything needs to be different on this listing. Not a single photo from the old one can be there, including exteriors, gym, amenities, etc. So, remember, this is a last resort. Fix your operational issues first.

  1. You want to relist after at least a week of the listing being removed.

    First, you need to give the listing some "cool down" time; you don't want to relist right away. Wait at least 7 days before attempting to relist the same property.
    ​

  2. Change the unit number by at least 1

    When you are relisting the property, you will need to alter the unit number or address by at least 1 number. You can provide the full address on your check-in instructions, but if you relist with the same address, the algorithm will flag it automatically.
    ​
    For Example, if your Unit number is 321, you will want to relist as 322, or just 32.
    ​

  3. Use All New Photos
    You will need to have new photos taken or have the photos you are currently using altered heavily in a way that they will not be picked up by Airbnb. Brand new photos will give you a better chance of the unit staying up.
    ​

  4. Change the text in the title, descriptions, etc

    Just ask ChatGPT to adjust what you already have to make it sound a little different. Change the brand voice and tone a little, and adjust the text so that it isn't identical to your past listing.

Key Info to Avoid Getting Flagged by Airbnb

✅ Use slightly different listing titles and descriptions than before.
✅ Upload fresh or rearranged photos (don’t re-use exact duplicates).
✅ Do not copy-paste from another active listing; the new one should look unique.
✅ Make the internal property name unique.
✅ Ensure pricing and availability are updated before going live.
✅ Always unlist until sync + setup is finalized to avoid “double listing” alerts.

Step 3: Re-Listing on A New Host Account

If you have attempted to relist the property on your existing Airbnb Host Account and it was removed again, you will need to create a new host account. This will need to be registered to someone you know, who can go through the ID Verification process. You will not be able to set up a new account under your existing ID.
​
You will then follow the same procedure as before, but using this option, you will also have the ability to repeal the delisting by providing a new lease (See step 5).

  1. Note that everything needs to be different on this listing. Not a single photo from the old one can be there, including exteriors, gym, amenities, etc. So, remember, this is a last resort. Fix your operational issues first.
    ​

  2. You want to relist after at least a week of the listing being removed.

    First, you need to give the listing some "cool down" time; you don't want to relist right away. Wait at least 7 days before attempting to relist the same property.
    ​

  3. Change the unit number by at least 1

    When you are relisting the property, you will need to alter the unit number or address by at least 1 number. You can provide the full address on your check-in instructions, but if you relist with the same address, the algorithm will flag it automatically.
    ​
    For Example, if your Unit number is 321, you will want to relist as 322, or just 32.
    ​

  4. Use All New Photos
    You will need to have new photos taken or have the photos you are currently using altered heavily in a way that they will not be picked up by Airbnb. Brand new photos will give you a better chance of the unit staying up.
    ​

  5. Change the text in the title, descriptions, etc

    Just ask ChatGPT to adjust what you already have to make it sound a little different. Change the brand voice and tone a little, and adjust the text so that it isn't identical to your past listing.
    ​

  6. You can use your existing banking information

    You can use your existing banking information on this account without any issues.

Additional Resources and Tips

These links are useful to share with team members or clients who want a deeper dive.
​

Official Airbnb resources

  • How to handle a bad review
    Airbnb’s own guide on responding to bad reviews, including tone and structure suggestions. (Airbnb)
    ​

  • Responding to a review
    Step-by-step instructions to leave public responses as a host. (Airbnb)
    ​

  • Airbnb Reviews Policy
    Details on what is and is not allowed in reviews, useful when deciding whether to request removal. (Airbnb)
    ​

  • How to handle a retaliatory review
    Guidance on when and how to request removal of biased or retaliatory reviews. (Airbnb)

Articles with practical strategies

  • “Bad Airbnb Reviews: 16 Tips to Fix Your Reputation Fast” – Hostex
    Concrete tactics for turning negative reviews into an action plan and improving occupancy and reputation. (Hostex)
    ​

  • “How to Rank Higher on Airbnb: Booking Probability and Guest Satisfaction” – Rental Scale Up
    Explains how Airbnb’s ranking model uses guest satisfaction and how to improve your signals. (RSU by PriceLabs)
    ​

  • “Boosting Your Airbnb Occupancy Rate” – Key Data Dashboard
    Tactics for improving listing attractiveness, pricing, and guest experience. (Key Data Dashboard)

YouTube videos for visual learners

  • “Copy These 6 Things to Rank Number 1 on Airbnb”
    Walks through major ranking factors, including reviews and guest satisfaction. (youtube.com)
    ​

  • “How To Get 90 percent of Your Airbnb Guests To Leave a 5-star Review”
    Focuses on the review rate and how to encourage more guests to leave feedback. (youtube.com)
    ​

  • “How to Get More Views on Airbnb”
    Practical tips on listing optimisation and algorithm signals, including review quality. (youtube.com)

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