Guests rarely ask if you have a brand-new coffee machine. But they always look at ratings and reviews. The more positive reviews you have, the higher your chances of getting bookings—without constantly slashing your prices. But how do you consistently earn good reviews and avoid the ones that can ruin your weekend?
1. Start With a Simple Question: Would I Want to Sleep Here?
Begin with the basics—put yourself in your guest’s shoes. Imagine walking into your apartment for the first time. What do you see? What do you feel? Is everything in place? Do you feel welcomed or just “put” into a flat?
Those first 30 seconds shape the guest’s entire impression.
It’s not about luxury—it’s about order, scent, lighting, and the message: “Someone thought of me.”
2. Cleanliness is Fundamental. No Compromises
Even if the place is beautifully designed and in a great location, a dirty trash can or a stain on the curtain can undo all your hard work. Cleanliness is the most common reason for negative reviews—and it’s usually about the small stuff.
Create a cleaning checklist to avoid missing anything:
| Area | What to check? | Commonly overlooked? |
|---|---|---|
| Bathroom | Toilet, shower, sink, mirror | Seals, drains, trash bin, extra toilet paper |
| Kitchen | Countertop, fridge, sink | Kettle filter, inside of the microwave |
| Living Room | Sofa, table, TV | Dust on windowsills, remote, curtains |
| Bedroom | Bedding, pillows, mattress | Bed frame, baseboards |
| Balcony | Chairs, table, railing | Floor, cobwebs, neighbors’ cigarette butts |
These aren’t minor details—they’re what guests notice instantly.
3. Clear, Human Communication—Before, During, and After
Guests who know what to expect are less likely to get irritated. A message with directions, access info, and a short welcome note is essential. And no—it doesn’t have to be a wall of text. Just be clear, helpful, and don’t sound like a call center.
What works well:
- A short message the day before with the door code and a question about arrival time,
- A quick SMS after check-in: “Is everything okay?”
- A review reminder after checkout, thanking them for their stay.
These little things go a long way in shaping their experience.
4. Small Gestures Make a Big Difference
You don’t need to splurge on fancy extras. Sometimes all it takes is a few tea bags and a card that says “Enjoy your stay.” Guests love knowing someone thought about them in advance.
| What to prepare? | Guest’s impression |
|---|---|
| Small welcome kit | “Nice, something was waiting for me” |
| Personalized welcome note | “They knew it was me arriving” |
| Local guide | “No need to Google lunch spots” |
Low cost—high impact on final ratings.
5. If Something Goes Wrong—Don’t Bury Your Head in the Sand
Even with the best intentions, things can go wrong. The washing machine might stop, a neighbor might throw a party, or a guest could lose their key. What matters is how you respond.
If the guest feels supported, there’s no reason for a bad review. The worst you can do? Ignore the message or blame the guest.
Example of a response to a negative review:
“We’re really sorry about the noise from the neighbors. Unfortunately, it was beyond our control, but we’ve reported it to building management. If you decide to stay with us again—we’d love to offer you 10% off your next visit.”
You’re reacting, not attacking. You’re showing that you care about fixing the problem.
6. Don’t Be Afraid to Ask for a Review
Most guests won’t leave a review unless you ask. Why? Because once they leave, life takes over and they forget. Sometimes they don’t even realize it matters to you.
Don’t say “We’d be grateful.” Instead, say:
“Your review really helps us—thanks to it, future guests will know what to expect. If you have 2 minutes, we’d really appreciate it.”
Best timing? Right after checkout—when they’re still happy. That’s your chance for a fresh and positive review.
7. Set Clear Standards—and Stick to Them
Few things are worse than the gap between photos and reality. If you show a coffee machine—make sure it works. If you describe your apartment as “modern”—don’t furnish it with relics from the 70s. Guests hate feeling misled.
So:
- Regularly update your photos,
- Check that your listing matches reality,
- Don’t exaggerate.
8. Spot Weak Points—Before Someone Else Does
You know your apartment better than anyone. You know the socket by the bed sometimes doesn’t work, or the bathroom door needs a hard push, or the Wi-Fi drops out in one corner.
These are fixable. And if they’re not—just mention them in your listing. Guests would rather know upfront than be surprised later. It builds trust.
9. Make Navigating the Apartment Easy
Instead of explaining everything over the phone, prepare a short user manual—whether as a PDF or a printed sheet in the apartment. Include:
- Wi-Fi password,
- Instructions for appliances, TV, gate, etc.,
- Your contact info or your co-host’s.
This makes guests feel more confident and less stressed. Less stress = better reviews.
Summary
Taking care of positive reviews in short-term rentals isn’t just about cleaning or uploading pretty photos. The key is thinking from the guest’s perspective and consistently building a good relationship—from booking all the way to that reminder to leave a review.
Cleanliness, clear communication, small gestures, prompt responses to issues, and honest presentation—these are the pillars that help you avoid bad reviews and attract guests through word of mouth.
And remember: review management isn’t a one-time task. It’s a daily habit—like watering plants. If you want something to grow and thrive, you need to care for it regularly. The sooner you implement these habits, the less stress and more profit your rental will bring.
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Frequently Asked Questions (FAQ)
Every time—after each guest checks out. If they had a good stay, there’s a good chance they’ll leave a review, if you ask. A short message the day after departure is enough.
Yes. A quick “Thanks for staying with us! Hope to see you again!” shows you’re an active host. It also builds trust with future guests browsing your listing.
Stay calm and respond professionally. Avoid emotional language or over-explaining—stick to the facts. If the review is false, report it (e.g. on Airbnb). Most importantly, show that you’re good at solving problems.
If you have many good reviews—one negative won’t hurt. But if you’re new and only have a few reviews—it might. That’s why it’s crucial to keep collecting positive feedback regularly.
Most commonly:
– Cleanliness,
– Host communication,
– Listing accuracy,
– Comfort (e.g. bed, working Wi-Fi).
Surprisingly often, guests also rate the vibe. A kind message or welcome note can boost your score.
No—but they help a lot. Photos should be current and match reality. Guests form expectations based on them—if reality falls short, they’ll feel disappointed.
– Missing basics (toilet paper, towels, soap),
– Poor communication with host,
– Dirty bathroom or kitchen,
– Broken appliances (TV, Wi-Fi, coffee maker),
– No clear instructions for check-in/out.
All of these can be easily planned and managed in advance.