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I got my first negative review! How should I respond?

I got a negative review online from a guest and I'm not sure what I should do to respond or if I should respond.

1 Answers

Everyone gets a bad review now and then. In general, when this happens, obey the six-hour rule: if you're upset, ignore it for six hours until you cool down. You'll gain perspective this way, and be able to look at the situation objectively. Be sure to thank your customer for raising the issue and address how you plan to deal with it -- that shows you empathize, or at least sympathize with your customer. A level of humanity can often warmly draw customers back. That said, be sure not to reply too much; an ongoing back-and-forth online can get needlessly heated and make you seem hostile or defensive.

Read more tips on responding to negative guest reviews.