How do you handle unreasonable reviews?

[Brandon Gale]

Almost every host has experienced it, a high maintenance guest that you go the extra mile for and reports nothing wrong during the stay, but then posts a hyper critical review as if they are Gordon Ramsay reviewing a restaurant.

I have always opted to just not post a reply, especially since we have over 50 great reviews on both sites. I assume most people are able to see through the pickiness of a couple high maintenance people when the rest of the reviews are stellar.

But lately I've been wondering if I should reply to these reviews and what the best approach is. I always worry that correcting them or trying to contradict them will come off as condescending and do more damage than the review itself.

How do you all handle reviews like this?

[Noah Wright]

Brandon, I totally get where you're coming from. Dealing with unreasonable reviews, especially when you’ve done your best, can be frustrating. Your instinct not to reply is valid, especially since you already have a strong base of positive reviews. Most prospective guests can indeed see through an overly picky critique.

However, there are ways to respond to critical reviews that maintain professionalism and avoid coming off as defensive:

1. Keep it Short and Professional: A brief, polite response shows that you care without getting into the details. Something like, “Thank you for your feedback. We strive to provide the best experience possible and will take your comments into account for future guests.” This reassures potential guests that you care about service quality without engaging in a back-and-forth.
   
2. Address Any Legitimate Issues: If there’s any valid criticism hidden in the hyperbole, acknowledge it briefly. This shows you're open to improvement but won’t let a picky guest's minor grievances dictate the narrative.
   
3. Avoid Emotion: Keep the tone neutral and professional. A calm response reassures potential guests that you handle issues maturely and are focused on their experience.
   
4. Future Guests as Your Audience: Remember, your response isn’t just for the reviewer—it’s for potential guests who might read it. So frame your reply as something that reflects well on you, even in the face of an unreasonable complaint.

In the end, trust that your positive reviews will outshine the rare picky one. Being selective about when and how you respond is often more powerful than addressing every single critique.