Owning, operating, and managing a short-term vacation rental can certainly be rewarding, but every STR host has come across a less-than-ideal guest who left a lasting (negative) impression. And while venting your frustrations may be tempting, it’s important to approach writing your review with both honesty and respect.
Writing a review for a nightmare guest can be tricky, but it’s not impossible!
The Importance of Reviews
A good or bad review can make or break your property — reviews shape your reputation and influence whether potential guests decide to book or not. A well-written and kind review can deter future, problematic guests, and attract responsible ones.
However, a poorly written and rude review could lead to negative consequences, even if your guest was the first to be disrespectful.
When to Go Public
Before publicly airing any grievances, it’s important to consider the severity of the situation. Did your guests blatantly disobey the house rules, or were they just a little on the messy side? While both instances can be annoying, one is more severe than the other.
A public review would be appropriate if the guest:
- Caused significant damage to your property
- Repeatedly violated your house rules
- Was disrespectful to you, your neighbors, or your property
In any of these cases, a public review can serve as a warning to other hosts and help maintain the standards at your STR.
When to Reach Out to The Guest First
Sometimes it may be more beneficial to address the issue privately with the guest. This will give them the opportunity to clarify or resolve what happened before you go public. Take a moment to look at your guest’s profile. Do they normally have positive reviews?
If something unusual happened at your property, they could be going through something personally that prevented them from taking the right amount of care. It’s important to show compassion — you never know what someone is dealing with.
A private message would be appropriate if the guest:
- Caused a minor issue, like forgetting to do the dishes before leaving
- Broke something accidentally and neglected to tell you
- Lost an item or mistakenly took something from your property
Any of these situations merit a private message to your guest before you write anything publicly. You’ll give them a chance to apologize, offer to make amends, or pay for something they may have misplaced or broken.
How to Write a Respectful but Honest Review
If it does come down to writing a review, try to focus on the facts and avoid any personal attacks.
Be specific: Clearly outline the specific issues without resorting to generalizations or accusations.
Use “I” statements: Focus on how the guest’s actions impacted you or your property. For example, instead of saying, “The guest was disrespectful,” say something like, “I felt disrespected when the guest…”
Avoid accusatory language: Use neutral language and avoid blame. For example, instead of saying, “The guest destroyed my property,” you could say, “My property suffered significant damage during the guest’s stay.”
Highlight positive aspects (if any): If there were any positive aspects of the guest’s stay, acknowledge them to maintain a balanced review.
Example review:
The guest was generally respectful, but they did not follow the house rules regarding quiet hours. The noise level disturbed the neighbors and impacted my ability to relax. Additionally, they left the kitchen messy, which required extra cleaning time.
While it may come off a lot more formal than some of your other reviews, the example above ticks all of the boxes. It’s respectful, specific, highlights a positive aspect, and avoids overly accusatory language.
The Power of Silence
Sometimes your best course of action is to simply… say nothing. It may feel counterintuitive, but saying nothing can oftentimes be more effective than engaging with a nightmare guest. A negative review, even if it’s well-written and respectful, can open the door to a back-and-forth with the guest.
By not leaving a review, you’re essentially preventing the guest from having a chance to respond negatively. Additionally, it can prevent unnecessary drama and stress. Remember, silence can be a powerful tool.
The Role of Host Insurance
If your property did sustain major damage, host insurance can help cover the costs of property damage, theft, and liability claims. When you have the proper insurance coverage in place you can mitigate the financial impact of a bad guest experience. This should serve as a reminder to sign up for some in case you haven’t yet!
And if you haven’t, be sure to consider the specific needs of your short-term rental business when shopping around. Look for a policy that offers full, comprehensive coverage, including property damage, liability, and lost income.
A well-crafted review will protect your business, deter future problematic guests, and attract responsible and respectful travelers. When you follow the guidelines above, you can effectively address any nightmare guests you come across.
This content originally appeared in our twice-monthly Guest Book newsletter.
