{"id":6549,"date":"2025-02-28T12:48:38","date_gmt":"2025-02-28T12:48:38","guid":{"rendered":"https:\/\/www.schofields.ltd.uk\/blog\/?p=6549"},"modified":"2025-02-28T14:33:19","modified_gmt":"2025-02-28T14:33:19","slug":"reviews","status":"publish","type":"post","link":"https:\/\/www.schofields.ltd.uk\/blog\/6549\/reviews\/","title":{"rendered":"How to Get Holiday Let Reviews & Respond to Negative Ones"},"content":{"rendered":"Reading Time: <\/span> 11<\/span> minutes<\/span><\/span>

\"s<\/p>\n

Guests consistently rate reviews as a make-or-break factor when booking a holiday cottage. A good review could be the difference between a guest deciding to book your holiday home or choosing a competitor.<\/p>\n

Getting great guest reviews means more visibility for your holiday home on listing sites, increased bookings and trust from customers.<\/p>\n

In ths article, we share tips on how to get glowing reviews and reply to guests who give you a negative review.<\/p>\n

Why reviews matter<\/strong><\/span><\/h2>\n

When a guest has no prior experience staying with you, what other guests say about their genuine experience at your holiday cottage carries more weight than what you have to say in your marketing.<\/p>\n

Authentic reviews from past guests gives an impartial insight into what a stay at your holiday let is really like. They also reassure guests, and build trust and credibility.<\/p>\n

In addition, OTAs like Airbnb and Booking.com prioritise listings with lots of good reviews because guests are more likely to book them. Some users also apply filters to refine their search results by rating, so if your property has a low review star rating, it might not be seen.<\/p>\n

For holiday let hosts, each review, whether good or bad, contains useful snippets of insight and information that you can utilise to improve your business and make guests\u2019 future stays even better.<\/p>\n

This could be information such as:<\/p>\n

\u2013 What guests liked about their stay
\n\u2013 Any disappointments
\n\u2013 Which amenities they found essential\/most important\/enjoyed using
\n\u2013 Whether they felt your photos were an accurate representation of your property
\n\u2013 Whether they slept well
\n\u2013 How clean and comfortable they found your holiday let
\n\u2013 If any factors negatively impacted their stay.<\/p>\n

Negative feedback is often the result of perfectly preventable situations, meaning that if you keep an open mind to what your guests tell you, you can use what you learn to fix a problem and avoid further negative reviews.<\/p>\n

How to make the most of your reviews<\/strong><\/span><\/h2>\n

Use your best reviews to spread the word about the great experiences you\u2019re providing. Share positive reviews in a Facebook, X or Instagram post, and highlight them on your website, in your property description or newsletter.<\/p>\n

Why you should examine your competitors\u2019 reviews<\/strong><\/span><\/h2>\n

You can learn a great deal from reading the reviews your competitors receive. They give you an insight into what they are doing to delight their guests and any complaints. Use this knowledge to both improve your business and prevent potential negative reviews.<\/p>\n

How to ask guests for reviews<\/strong><\/span><\/h2>\n

Even the happiest and most satisfied guests may forget to leave a review unless you prompt them to. People generally love to share their experiences, they just need a nudge.<\/p>\n

If you\u2019ve received positive feedback from guests during their stay, they\u2019ve written in your guest book in the cottage or they\u2019ve re-booked, then seize the opportunity to get a 5* from these guests. You already know they\u2019ve had a brilliant time at your holiday home and are likely to give you a good rating.<\/p>\n

Send an automated follow-up email (via your\u00a0booking software<\/a>\u00a0or listing site portal) thanking them for choosing you, a couple of days after your guests have departed while the good experience is fresh in their minds. Politely ask that they leave you a review \u2013 include a link in your email so that the process is simple and quick.<\/p>\n

Here is an example of a follow-up email you can use from our\u00a0email templates article<\/a>.<\/p>\n

Dear (guest name)<\/em><\/span><\/p>\n

We do hope you enjoyed your holiday in (property name) and that you have happy memories of your stay.<\/em><\/span><\/p>\n

We would love to hear your comments about our holiday home or suggestions about how we could improve it.<\/em><\/span><\/p>\n

We hope to welcome you back to our holiday rental in the future. As an extra way to say \u2018thank you\u2019 for choosing us, if you or your friends wish to book again you are entitled to X% off the rental rates.<\/em><\/span><\/p>\n

Finally, please could you take a few seconds to write a review about our (property name) at: (insert link where they can write a review, e.g. your website or the site where they booked).<\/em><\/span><\/p>\n

It helps other guests and enables us to continue providing the best guest experience possible.<\/em><\/span><\/p>\n

\u00a0Regards,<\/em><\/span><\/p>\n

\u00a0(your name)<\/em><\/span><\/p>\n

(signature with website address and phone number)<\/em><\/span><\/p>\n

How to get reviews if you are just starting out<\/strong><\/span><\/h2>\n

Getting those important first reviews should be a priority. To do so, consider lowering your price by 20% to get your first guests through the door. Once you get the reviews, raise your price. The increased visibility on OTAs and trust that the reviews convey justify the initial price drop.<\/p>\n

\"poor<\/p>\n

Why people leave negative reviews<\/strong><\/span><\/h2>\n

Maybe the guest hasn\u2019t received a response from you, or they were too reluctant to complain directly but feel it is their duty to mention their grievance in a review to warn others. Whatever the case, they have left a negative review to get a solution from you, whether it\u2019s some form of refund, a fix for their problem, or a simple apology.<\/p>\n

The most common negative reviews and how to prevent them<\/strong><\/span><\/h2>\n

To avoid negative reviews or limit the impact on your holiday letting business, you have to understand why guests leave negative reviews in the first place. Complaints tend to arise when the guest experience fails to live up to their expectations.<\/p>\n

When you understand why guests may complain, you can work on fixing all those potential frustrations before they have a chance to materialise.<\/p>\n

Here are the most recurring complaints to be aware of.<\/p>\n

Dirty accommodation <\/strong><\/span><\/p>\n

One of the biggest reasons guests leave a bad review is a lack of cleanliness. Any kind of dirt, dust, stains or even a few hairs (especially in beds,\u00a0showers or kitchens) will lead to complaints.<\/p>\n

Whether you clean your home yourself or employ a cleaner, a clean, sanitised, and tidy holiday home is expected, especially since the coronavirus pandemic. Don\u2019t ever give a guest cause to complain about cleanliness.<\/p>\n

Poor communication<\/strong><\/span><\/p>\n

Communicating with your guests from the moment they book until their departure is essential to ensure guest satisfaction. The better you respond to guests\u2019 questions, the more likely they are to give a positive review.<\/p>\n

Provide your guests with all the information they need before arrival, including directions, instructions for check-in\/check-out, parking, the Wi-Fi password and a contact number in case of emergency or if any issues arise. Knowing you\u2019re at the end of the phone in case anything goes wrong will be a huge reassurance to guests.<\/p>\n

Check-in on your guests after their first night to make sure they\u2019re happy with everything and or if they have any queries.<\/p>\n

Unfortunately, unexpected things happen during rentals such as an appliance breaking down. Letting guests know about the unexpected problem before their stay and your efforts to resolve it can avoid complaints. Most guests are understanding and know that things can happen that are out of your control.<\/p>\n

Make it clear that if guests have any issues during their stay, they can contact you 24\/7, no matter how small the issue, so you can swiftly respond and resolve it. Also, leave a maintenance form in the cottage for those guests who would prefer to write down any problems rather than call you.<\/p>\n

This allows guests to \u2018get things off their chest\u2019 rather than saying nothing and writing a bad review once they return home. Plus, if the guest is satisfied with how you handled the situation, a glowing review could follow.<\/p>\n

Proactive communication not only fosters guest satisfaction but gives you the opportunity to resolve any issues before they become negative reviews.<\/p>\n

Inaccurate or misleading information<\/strong><\/span><\/p>\n

In your descriptions and photos, you need to accurately and truthfully describe your holiday let and the experience guests can expect.<\/p>\n

Misleading information will only increase the likelihood of a bad review by a dissatisfied, disappointed guest complaining that the property was not as described. For example, don\u2019t advertise a king-size bed when it\u2019s a queen or that there\u2019s parking if guests have to pay for a car park 5 minutes walk away.<\/p>\n

Likewise, photos that show a sea view (when in reality you have stood on a chair and zoomed in) are not going to help earn you positive reviews. Add captions to your images to describe how far the sea is from your property, so guests find exactly what they anticipated upon arrival.<\/p>\n

And if there is some sort of snag, being honest can create more satisfied guests because they know what to expect.<\/p>\n

You could ask friends or family to stay for the night at your holiday let and try the accommodation and facilities out for themselves. You can then get some honest, candid feedback afterwards, which might help you assess whether your marketing presents everything comprehensively and accurately.<\/p>\n

They may even identify some drawbacks or observations that you can then remedy (e.g., a broken lightbulb, hard pillows, chipped glass, etc\u2026).<\/p>\n

Skimping on the essentials <\/strong><\/span><\/p>\n

Most guests expect that basic items will be left for them to use, such as toilet paper, coffee capsules, towels, cleaning products, kitchen essentials and logs for the fire. There is nothing worse than arriving at a holiday let that has scrimped on amenities \u2013 especially toilet roll. Don\u2019t underestimate the power of providing all the essentials and some unexpected \u2018little extras\u2019.<\/p>\n

Send guests a list of what is provided and what is not. Setting expectations is key to satisfying guests. Ensure that all essential items are supplied and that guests won\u2019t run out of items during their stay.<\/p>\n

Our\u00a0inventory checklist<\/a>\u00a0includes \u2018all the essentials\u2019 to include.<\/p>\n

No welcome pack<\/strong><\/span><\/p>\n

One thing that has become expected in terms of the \u2018total guest experience\u2019 is a welcome pack on arrival. If one isn\u2019t provided your review score could be lowered. A \u2018lack of a welcome pack\u2019 was one of the most frequently mentioned complaints mentioned in customer reviews for poorly rated holiday cottages.<\/p>\n

It may be a little extra effort and cost on your part to provide one, but it\u2019s a relatively inexpensive way to impress each new set of guests and make them feel at home straight away.<\/p>\n

Here are some ideas to include in your welcome pack<\/a><\/p>\n

You should also provide a guestbook<\/a>\u00a0that shares everything guests need to know about your holiday home, the surrounding area and your recommendations.<\/p>\n

Broken or shabby amenities<\/strong><\/span><\/p>\n

It can\u2019t be stressed enough that all the amenities which are the reason someone has chosen to book your rental over someone else\u2019s are in excellent condition. A filthy hot tub, inadequate heating, poor Wi-Fi, burnt pans, towels with holes in or a leaking shower can quickly lead to disappointment and dissatisfaction.<\/p>\n

This can prompt guests to question why they paid a \u2018premium\u2019 price for your accommodation, leading to negative feedback or guests leaving early.<\/p>\n

Use your\u00a0changeover checklist<\/a>\u00a0to identify items that are showing signs of wear and tear and need replacing or fixing. Maintaining your facilities to a high standard does take some effort and expenses. However, the resources needed to rectify a bad review will be far more than replacing a few essentials now and then.<\/p>\n

Low-quality furnishings<\/strong><\/span><\/p>\n

It\u2019s essential that you equip your holiday let with home-from-home comforts and high-quality fixtures, fittings, and styling. You\u2019ll likely spend more, but the payoff is that these items are likely to suffer from \u2018wear and tear\u2019 at a much slower rate. Also, ensuring a sense of \u2018quality\u2019 runs right through each room of your holiday let will help improve the likelihood of your receiving a positive review.<\/p>\n

This especially applies to beds as one of the \u2018top complaints\u2019 from guests is uncomfortable beds. One of the main reasons people go on holiday is to relax and de-stress. Ensuring guests get a good night\u2019s sleep by investing in high-quality mattresses, duvets, pillows and black-out blinds means they\u2019re more refreshed (and therefore happier) in the daytime.<\/p>\n

Too many rules<\/strong><\/span><\/p>\n

Although hosts need house rules in place so that bookings run smoothly, don\u2019t bombard guests with rules in your correspondence or with signs posted throughout your holiday cottage. This is never going to go down well with your guests.<\/p>\n

Define and communicating your house rules clearly in the booking contact and in your guestbook should be adequate.<\/p>\n

Don\u2019t ask troublesome guests for reviews<\/strong><\/span><\/h2>\n

Finally, this may seem obvious, but if you have had a nightmare guest who you simply can\u2019t please, don\u2019t ask them for a review. Ask them how their stay was so they can give feedback. Sometimes, the opportunity to complain is all a dissatisfied guest wants and it\u2019s better that they do so via email, rather than giving you a bad review publicly.<\/p>\n

How to respond to a negative holiday let review<\/strong><\/span><\/h2>\n

No one likes to receive a negative review, especially when you\u2019ve made a lot of effort to provide the best experience possible for your guests. While it can be tempting to ignore bad reviews, you should always respond to reviews, even if you don\u2019t agree with the review.<\/p>\n

Responding to negative reviews shows potential guests that you value your customer\u2019s opinions and are a responsive, friendly host. Negative reviews can ultimately have a positive impact. Not only do they tell you how to improve your service and product, but if you get your response right they could help potential customers trust you and book your property.<\/p>\n

Don\u2019t respond to a negative review straight away<\/strong><\/span><\/p>\n

We\u2019re not saying that you should put it off for several days \u2013 but take some time to digest what\u2019s being said and weigh up your thoughts around it. When you receive a negative review, especially ones that aren\u2019t entirely true, it is best to sleep on it and respond the day after when you\u2019re not as upset or emotional.<\/p>\n

There\u2019s nothing more off-putting than seeing a host who cannot take criticism and is defensive. This approach directly conflicts with everything that makes a good host.<\/p>\n

Get the facts straight<\/strong><\/span><\/p>\n

If you weren\u2019t aware of the complaint, collect all the facts so your response is accurate and addresses the problem. Speak to members of your team who dealt with the guests\u2019 complaint (maintenance, agency, housekeeping, etc.) to get as much information. Any evidence, such as photos, will help.<\/p>\n

Send a polite email to your guest, asking them to elaborate on any issues or concerns they had during their stay.<\/p>\n

Does the guest have a legitimate point? Some reviews focus on one underlying problem they had e.g. construction noise or a leaking shower. Others will mention several gripes, such as crumbs in kitchen drawers, a tv remote not working, or a mouldy shower.<\/p>\n

Focus on the major points of the bad review, so you can address them.<\/p>\n

Offer a solution<\/strong><\/span><\/p>\n

If your guest\u2019s complaint is justified, the best course of action is to be honest, polite and say sorry \u2013 regardless of whether the problem was out of your control or if you think the guest is being petty.<\/p>\n

Ask yourself if you could have done something to avoid your guest\u2019s disappointment. If so, make sure this issue doesn\u2019t arise again.<\/p>\n

Explain to the guest the steps you have taken to improve the experience of future bookers. For example,\u00a0\u201cWe apologise that the service you received didn\u2019t meet our usual high standards. Following your feedback, we\u2019ve hired a company to ensure the hot tub is fully maintained and ready to use\u201d<\/em>.<\/p>\n

What are you going to do to make things right? It will depend on the severity of the complaint, but it could be anything from offering some form of compensation or a discount off their next stay. Once the problem has been solved, encourage the guest to edit the review into a more positive one.<\/p>\n

Sample negative review response<\/strong><\/span><\/p>\n

Your response to guest reviews is an opportunity to show potential guests how important customer satisfaction is to you and that you care. Detail the steps you took to resolve the problem and put things right in your reply.<\/p>\n

Dear (customer name)<\/span>
\n<\/em><\/p>\n

Thank you for staying at our holiday cottage and for taking the time to write a review. We are always keen to receive feedback from our guests, as we always try to achieve the highest standards.<\/em><\/span><\/p>\n

(If you resolved the problem whilst the guests were staying, outline the steps you took, and any compensation offered e.g.).<\/p>\n

We apologise that the boiler broke down and that you were without hot water for a few hours. I hope you enjoyed your complimentary meal at (pub name) whilst Martin our maintenance manager fixed the boiler.<\/em><\/span><\/p>\n

(If you didn\u2019t know about the problem until the guest left\/wrote the review, outline the steps you have taken to prevent it from happening again).<\/p>\n

I\u2019m sorry to hear that the hot water was intermittent during your stay, I can confirm that this was fixed as soon as we were made aware there was an issue. Our booking terms and conditions emphasise that guests should report any issues during their stay so we have the opportunity to rectify them.<\/em><\/span><\/p>\n

We would love to have you stay with us again. As a valued guest, we\u2019ve sent you a 10% discount voucher for you, your friends or family. \u00a0<\/em>\u00a0<\/em><\/span><\/p>\n

Your feedback is much appreciated.<\/em><\/span><\/p>\n

Regards<\/em><\/span><\/p>\n

(Your name)<\/em><\/span><\/p>\n

If you receive an inaccurate guest review, reply that the guest\u2019s comments are not entirely accurate or fair. Give an overview of what actually happened and what you did to rectify to issue.<\/p>\n

Respond to positive guest reviews<\/span>
\n<\/strong><\/h2>\n

You should reply to all reviews, both negative and positive. Whilst responding to negative reviews shows that you care about your guests, replying to positive reviews shows you appreciate them, and makes you appear friendly and approachable.<\/p>\n

Summing up<\/strong><\/span><\/p>\n

Reviews are one of the most powerful forms of social proof that potential guests use when researching somewhere to stay. They influence the buying decision and are trusted as much as personal recommendations. Focusing on getting and responding to reviews should be a priority.<\/p>\n

As a holiday let owner, you want your guests to have a great experience that exceeds expectations and leaves a lasting positive impression. This sets the foundations for a glowing review.<\/p>\n

However, things do go wrong which can lead to a complaint. Negative reviews present the opportunity to improve your business and show potential guests how dedicated to the guest experience you are. Resolve the problem, respond professionally and the bad review could encourage someone to book a stay with you \u2013 a host who cares.<\/p>\n","protected":false},"excerpt":{"rendered":"

Reading Time: <\/span> 11<\/span> minutes<\/span><\/span> Guests consistently rate reviews as a make-or-break factor when booking a holiday cottage. A good review could be the difference between a guest deciding to book your holiday home or choosing a competitor. Getting great guest reviews means more visibility for your holiday home on listing sites, increased bookings and trust from customers. In ths article, we share tips on …<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[25],"tags":[],"class_list":["post-6549","post","type-post","status-publish","format-standard","hentry","category-holiday-home-marketing"],"acf":[],"yoast_head":"\r\nHow to Improve Your Holiday Home Reviews | Schofields Insurance<\/title>\r\n<meta name=\"description\" content=\"How do you get glowing holiday let reviews and reply to those guests who give you a negative review? 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Phil Schofield leads the marketing team and offers a wealth of industry knowledge to the Schofields blog and various online publications. With over 10 experience managing holiday lets, Phil is an active member of the holiday letting and self-catering community, providing expert holiday letting advice, as well as essential holiday home marketing tips. His combination of insurance and marketing knowledge make him a key asset to the holiday rental industry. Phil Schofield has been featured in The Telegraph, A Place In The Sun, The Daily Mail and many more! To find out more about Schofields, check out the about us page.\",\"sameAs\":[\"http:\/\/www.schofields.ltd.uk\"],\"url\":\"https:\/\/www.schofields.ltd.uk\/blog\/author\/phil\/\"}]}<\/script>\r\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How to Improve Your Holiday Home Reviews | Schofields Insurance","description":"How do you get glowing holiday let reviews and reply to those guests who give you a negative review? 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