Airbnb Reviews: How to Get, Manage and Earn More
Airbnb reviews determine ranking in search results, listing conversion rate and, ultimately, revenue per property. A profile with a 4.8-star average gets up to 25% more bookings than one with 4.4 stars, at equal price. This guide shows how to structure a repeatable process to collect positive reviews, respond to negative ones and transform feedback into commercial leverage.
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01 — Why Airbnb reviews matter more than you think
Airbnb doesn't explicitly publish its ranking algorithm, but tests conducted by Italian property managers in 2025 reveal three factors correlated with visibility: total number of reviews, overall average score and frequency of recent reviews (last 90 days).
Dato
A listing with 50 reviews at 4.7 stars appears in the top-10 of local results 68% of the time on average. One with 15 reviews at 4.9 stars appears in the top-10 only 41% of the time. Quantity matters as much as quality.
The score consists of six subcategories: cleanliness, communication, check-in, accuracy, location and value. Each weighs independently. A property manager who responds to messages in less than 10 minutes scores on average 0.3 points higher in the communication category compared to someone who responds in over an hour.
The direct connection with revenue
Moving from 4.5 to 4.8 stars allows you to increase average price per night by 10-15% without losing occupancy rate, according to AirDNA analysis on Italian markets like Milan, Florence and Rome in 2025. For a property with annual gross revenue of €20,000, this means €2,000-€3,000 additional without changing anything about the property.
Dato
Impatto del punteggio stelle sul fatturato annuo per appartamento
Peak
31% fatturato aggiuntivo vs 4,0 stelle
4,9+ stelle
Range
0 – 31
% fatturato aggiuntivo vs 4,0 stelle
Capitolo 02 / 07
02 — How to get more Airbnb reviews: the 4-step process
The average review rate on Airbnb sits around 65-70%: roughly 3 out of 10 guests leave no feedback even after a positive stay. Reducing this gap is the first operational objective.
Step 1: Take care of the arrival moment
First impression determines the tone of the entire experience. A smooth check-in, clear instructions and a personalized welcome message increase review probability by 20-30% compared to a generic check-in. You don't need an elaborate welcome: precise instructions on code, parking and WiFi sent via WhatsApp 2 hours before arrival are enough.
Step 2: Solve problems during the stay, not after
80% of negative reviews concern problems the guest reported during the stay without receiving a response. An active 24/7 messaging system intercepts these reports in real time. If the guest writes at 11:00 PM that the heating doesn't work and receives a response within 5 minutes, they almost always leave a positive review even if the problem wasn't solved immediately — because they perceive attention.
Tip
Set up an automatic message for day 2 of the stay: "Everything okay with the apartment? I'm here if you need anything." This brief touchpoint reduces unresolved problems by 40%.
Step 3: The review request message at the right time
The optimal moment to ask for a review is between 2 and 6 hours after check-out, when the experience is still fresh but the guest has already reached home. A direct WhatsApp message has an open rate above 90%, versus 20-25% for emails.
Example of effective message (adaptable in 25 languages):
"Hi [Name], thanks for staying! I hope everything went well. If you have a minute, a review from you on Airbnb would help me a lot. Safe travels!
— [Host name]"
Brevity and personalization are the two variables that increase conversion rate. Generic or overly long messages get ignored.
Step 4: Leave the guest review first yourself
Airbnb shows both reviews only after both parties have written (or after 14 days). If the host leaves the review within 24-48 hours of check-out, the guest receives a notification encouraging them to complete their own. This increases response rate by 15-20%.
Percorso
Processo per massimizzare le recensioni Airbnb
Check-in fluido
Manuale: 15 minIstruzioni precise via WhatsApp 2 ore prima dell'arrivo
Touchpoint giorno 2
Manuale: 5 minMessaggio di controllo per intercettare problemi
Risoluzione in tempo reale
Manuale: variabileRisposta H24 a segnalazioni durante il soggiorno
Richiesta recensione post check-out
€21,90/apt/meseMessaggio personalizzato 2-6 ore dopo il check-out con Verto AI
Capitolo 03 / 07
03 — Managing negative reviews without damaging the profile
A negative review isn't necessarily a problem if managed correctly. Airbnb shows the host's response next to the review: a professional and constructive response can transform criticism into a demonstration of seriousness.
What not to do
- Never respond defensively or accusatorily
- Don't ignore the review hoping it goes unnoticed
- Don't copy the same response for all negative reviews
- Don't mention private guest details in the public response
How to respond effectively
Step 1Thank the guest for feedback, even if critical. Step 2: Acknowledge the specific problem without admitting generic faults. Step 3: Explain what you did or will do to resolve it. Step 4: Invite future guests to contact you for any need.
Example response to a 3-star review about cleanliness:
"Thank you for your stay and feedback. I'm sorry the cleanliness didn't meet your expectations: I've already spoken with the team and strengthened inspections. I hope to host you again in the future."
Attenzione
Don't respond while upset: wait at least 30 minutes before writing the response to a review that bothered you. Tone matters as much as content.
When to request review removal
Airbnb removes a review only if it violates its policies: demonstrably false content, offensive language, conflict of interest. It doesn't remove legitimate negative reviews. Submitting an unfounded request has no practical effects and wastes time.
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04 — Airbnb review examples: what to write to guests
The reviews you write to guests influence your reputation as a host as much as those you receive. A host with detailed and honest reviews attracts more selective guests and reduces future problems.
Airbnb review examples for positive guests
Example 1 — Ideal guest"[Name] was an exemplary guest: punctual, communicative and left the apartment in perfect condition. I recommend them without reservation to any host."
Example 2 — Family with children"Respectful and tidy family. The children were quiet and the apartment was in excellent condition at check-out. Great experience."
Example 3 — International guest"[Name] has been a great guest — respectful, clean and easy to communicate with. Would welcome them back anytime."
Airbnb guest reviews: what to always include
| Element | Why include | Example |
|---|---|---|
| Punctuality | Reassures other hosts | "Arrival and departure on agreed times" |
| Care of property | Reduces risks for future hosts | "Left in perfect condition" |
| Communication | Signal of reliable guest | "Always available and clear" |
| Explicit recommendation | Increases credibility | "I recommend without reservation" |
Dato
Guest reviews with at least 3 specific elements get 35% more booking requests than generic one-line reviews.
Capitolo 05 / 07
05 — Automating Airbnb review management
Manually managing pre and post-stay messages for 10 properties means sending on average 40-60 messages per day. At 3-4 minutes per message, you reach 3 hours of daily work dedicated only to guest communication.
Automation doesn't eliminate the guest relationship: it makes it more consistent. A message always sent at the right time, in the guest's language, with correct information is worth more than a handwritten message sent late or forgotten.
How automation works with Verto AI
Verto AI is an AI concierge for short-term rentals that operates directly on WhatsApp — the channel guests already use, without additional apps. It integrates with Smoobu via live native API and reads booking data in real time: dates, names, property, check-in instructions.
When a guest sends a message — text, photo or voice note — in any of the 25 supported languages, Verto responds with correct information for that specific booking. Not IF/THEN rules, but context understanding.
Automated messages managed by Verto include:
- Booking confirmation with practical details
- Check-in instructions 24 hours before arrival
- Welcome message at check-in
- Mid-stay check on day 2 of the stay
- Review request 3 hours after check-out
- 24/7 response to questions about WiFi, parking, appliances
How much time you actually save
A property manager with 15 properties using Verto AI reduces time dedicated to messaging from about 2.5 hours per day to 20-30 minutes. The main saving isn't on message quantity, but on continuous interruption: not having to respond at 11:00 PM or during the weekend.
Dato
Tempo giornaliero messaggistica ospiti — 15 appartamenti
Cost starts at €21.90 per property per month for portfolios of 10 properties on annual subscription. For a property manager with 15 properties, total monthly investment is €328.50 — less than one hour of administrative work per day.
If you want to understand how it compares with other tools, the comparison with Hospitable page analyzes practical differences between the two approaches.
To explore communication automation strategies in depth, the article how to automate Airbnb guest messages covers the topic in detail.
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Conclusion: from reviews to revenue, a measurable process
Improving Airbnb reviews isn't about luck or having particularly beautiful properties. It's the result of three operational processes: reactive communication during the stay, review request at the right time and professional response to negative feedback.
Each additional point in star average translates to a measurable increase in occupancy rate and average price per night. For a portfolio of 10 properties, moving from 4.5 to 4.8 stars can mean €15,000-€25,000 additional annual revenue.
Automation doesn't replace property quality, but ensures communication quality is always at the right level — even at 2:00 AM, even in Japanese.
Try Verto AI free for 14 days and verify firsthand how many messages are handled without your intervention. No credit card required, setup in less than 30 minutes.
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Frequently asked questions about Airbnb reviews
How many reviews are needed to become an Airbnb Superhost?
To obtain Superhost status you need to complete at least 10 stays (or 3 bookings totaling 100 nights) in the 12-month evaluation period, maintain a response rate equal to or greater than 90%, a cancellation rate less than 1% and an overall rating of at least 4.8 stars.
Can I delete a negative review on Airbnb?
Airbnb removes a review only if it violates its guidelines: false and demonstrable content, offensive language or review left by someone who didn't stay. Legitimate negative reviews don't get removed. The most effective strategy is to respond professionally and constructively.
After how long does an Airbnb review expire?
Reviews on Airbnb don't expire and remain visible indefinitely on the profile. However, the ranking algorithm tends to give more weight to recent reviews (last 90 days). Maintaining a steady flow of new positive reviews is therefore more useful than worrying about old ones.
What happens if a guest leaves a false review on Airbnb?
If a review contains false and demonstrable information, you can report it to Airbnb attaching evidence (messages, photos, receipts). Airbnb evaluates each case individually. Meanwhile, respond publicly to the review with correct facts: future guests read both versions and can evaluate independently.
How much time do I have to respond to a review on Airbnb?
Airbnb allows you to respond to guest reviews within 30 days of publication. There's no time limit for responding to already published reviews, but responding within 48-72 hours of publication is recommended practice: it demonstrates attention and increases trust from potential guests reading the profile.
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