Phase 5 · Incidents, Disputes, and Claims

A Negative Review: How to Handle It

We always respond publicly, and we only request removal when there is a valid reason.

A negative review is bound to come: over the course of dozens of stays, it’s a statistical certainty, not a failure. The real question isn’t how to avoid it at all costs, but how to handle it so that it adds value rather than causing harm: a well-written public response gets just as many reads as the review itself.

This page explains who responds, when a removal request should be filed, and the actual impact of a negative review on your listing's ranking.

Landmark

We respond to and post reviews, since we're in direct contact with travelers. You can handle this yourself if you'd like, but maintaining a consistent tone and having firsthand knowledge of the trip make it better for us to handle it.

The Public Response

A well-written public response carries more weight than the review itself: prospective travelers read both, and a measured response to an unfair review is more reassuring than the complete absence of negative reviews.

When to Request a Withdrawal

Only when there is a valid reason under the platform's rules: abusive language, blackmail, reviews unrelated to the stay, or retaliation following a report. A review that is simply negative but sincere will not be removed.

The Effect on the Rankings

The rating and the number of reviews determine visibility. A single negative review amid a large number of reviews carries little weight; the same review on a new listing, however, carries significant and lasting weight. That’s why the first three stays are so important.

Good to Know

Travelers are looking for a response, not perfection: a negative review followed by a factual and courteous reply is more reassuring than a flawless listing. It’s a chance to prove yourself, not a stain on your reputation.

The Mistake to Avoid

Respond immediately. A defensive response does more harm than the comment itself: it turns a one-time incident into a lasting signal for all future readers.

Points to Watch For

Withdrawals should be requested sparingly. Repeatedly requesting them can strain your relationship with the platform, and the benefit is rarely achieved.
Extras sold to travelers can affect your rating if they go wrong, even though they are not your responsibility. We are aware of this and select them accordingly.
The weight of a review depends on its length. The launch strategy described on page 3.12 protects the new listing during its most vulnerable period.

Warning

A recurring review on the same issue is simply information, not an injustice: three travelers who mention the mattress are talking about the mattress. It’s always better to correct the issue than to dispute the review.

Frequently Asked Questions

Who responds to reviews?

As for us, by default: our direct contact with travelers and our consistent tone support this approach. You can take the lead if you wish.

Can an unfair review be removed?

Only for valid reasons: abusive language, blackmail, off-topic reviews, or retaliation following a report. A genuinely negative review cannot be withdrawn.

Will a negative review ruin my ad?

When used on its own in a large space, it has little impact. In a new ad campaign, however, it carries significant and lasting weight: that’s why it’s especially important to pay close attention to the first three living rooms.

How should you handle a recurring criticism?

Treat it as feedback: identify the issue, correct the product or listing, and then check to see if subsequent reviews change their tone.