Why This Matters
5-star experiences drive repeat bookings, strengthen trust, and help maintain Superhost status. For the type of Airbnb stays we operate, guests expect us to consistently deliver on three fundamentals:
Smooth check-in
Reliable, working Wi-Fi
A clean, ready unit
Meeting these expectations prevents complaints and negative reviews, while consistent follow-ups ensure no guest leaves feedback without us first confirming their satisfaction.
Step 1: Pre-Arrival Experience
Set clear expectations and build confidence
Send welcome message after booking
Provide check-in instructions 24–48 hrs before arrival
Confirm their arrival time, access details and check if they have any special requests.
Step 2: Check-In Confirmation
Ensure a smooth start , within a few hours of check-in:
Send message:
“Hi , just checking that everything looks great and you were able to get in smoothly.”If any issue arises, call the guest to resolve any issues immediately.
Step 3: Mid-Stay Satisfaction Check
To prevent negative experiences.
Call them or Send quick check-in message
Offer help or share local recommendations.
Step 4: Issue Resolution Standard
If a guest reports a problem: CALL the guest - do not rely only on messages to avoid a less than 5 star rating.
Respond quickly (within minutes if possible)
Hear them out, let the guest speak their piece without interruption, then offer a genuine apology that shows you truly understand the issue.
Once you’ve validated their feelings, ask: “Is there anything we can still do to make this right and hopefully earn a 5-star review?”
If appropriate, you may also ask if they would be comfortable not leaving a review instead of leaving a negative one.
Show ownership and provide a clear solution or timeline.s
Once an issue is resolved, proactively follow up to ensure the guest is completely satisfied. Should the guest still express dissatisfaction, and depending on the severity of the original issue, the following compensation may be extended:
Refund 50% of the cleaning fee (moderate inconvenience)
Refund 100% of the cleaning fee (major cleanliness or service failure)
If a guest causes damage or breaks house rules: Document everything immediately by taking photos or videos and keeping all communication in the Airbnb message thread.
Send the guest a neutral message saying you’ve given them a 5-star review and kindly ask them to do the same, but do not actually submit a review.
Sample Message:
Hi [Guest Name],
Thank you again for staying with us! We’ve left you a 5-star review and truly appreciate you choosing our place.
If you enjoyed your stay, we’d be grateful if you could leave us a 5-star review as well, it really helps us a lot.
Safe travels and we hope to host you again soon!
Once the review is locked in or the 14-day review window has passed, submit an AirCover request with all supporting documentation (photos, invoices, and incident details).
This approach helps reduce the risk of retaliatory reviews while ensuring you can still file a proper claim.
Step 5: Pre-Review Satisfaction Call (MANDATORY)
Most important step
📞 Call the guest before they leave a review
Timing:
Evening before checkout OR
Within a few hours after checkout
What to Ask
“How was your overall stay?”
“Was everything up to your expectations?”
“Is there anything we could have done better?”
If Feedback Is Positive
➡ Thank them and politely mention reviews help small hosts.
If Feedback Is Negative
➡ Resolve immediately (solution, refund, or clarification)
➡ Confirm satisfaction before ending conversation.
Step 6: Review Request
Only request a review after confirming guest satisfaction
Example:
“Thank you again for staying with us , we’re so glad you had a great stay. If you have a moment, we’d truly appreciate your 5 star review.”
No guest should leave a review without us first confirming they had a great experience or attempting recovery if they did not.