As an Airbnb host, you know that one bad review can feel like a punch to the gut. No matter how many glowing reviews you’ve collected, that single 1-star can haunt your listing for weeks, if not months. But what if I told you that it doesn’t have to stay that way? You can turn the tide, reverse the damage, and come out of it looking like a pro. Please note that you’re not alone in this, and CoHostsCircle is here to provide expert property management services and optimize your airbnb listing so that you can host like a pro with minimum stress.
Let me take you on a journey to how I managed to handle an unforgettable 1-star review—and came out the other side with a happy guest, a reversed review, and a reputation that was stronger than ever.
The Not-So-Happy Guest
It all started when a guest booked my cozy little Airbnb in Windsor for a three-night stay earlier this year. I was looking forward to hosting them—after all, Windsor is a lovely spot and my place had always been a hit. But as you might guess, things didn’t go as smoothly as I had hoped.
The phone call came the afternoon they were due to check in. I was at home, sipping my coffee and preparing for a quiet evening when the phone rang.
“Hello?”
“Hello. Is this my Airbnb host?”
“Yes, this is Cindy speaking. How are you today?”
“Hi, I just checked in at your Airbnb, and this is awful. The attic bedroom is extremely hot. Why didn’t you turn on the AC in advance? The place is also dusty and there’s this awful smell. We don’t like it and won’t be staying here. How do I get a refund?”
I did my best to stay calm. “I’m really sorry to hear that my Airbnb didn’t meet your expectations. Feel free to contact Airbnb directly to discuss your refund options.”
And with that, the call ended. I figured they’d cancel their booking, as they said they would. But as the night wore on, I didn’t hear back. No cancellation request, no message. So, I assumed they had decided to stay after all.
The Waiting Game
Days passed, and I didn’t receive any word from the guest. In fact, on the third day, I received another phone call. It was them again.
“Hello, this is Cindy.”
“Hi, it’s me again. Didn’t you cancel my Airbnb booking? Why has my credit card been charged?”
“Did you contact Airbnb about your cancellation request?”
“We didn’t have time to deal with it. We weren’t going to stay at your Airbnb.”
“Well, I reached out a few times on the platform, but I never heard back. I assumed you decided to stay. I’m really sorry for the confusion.”
They wanted a refund, but I had already provided the appropriate channels for that. I wasn’t running a charity, after all. “Unfortunately, I can’t process the refund directly. You’ll need to work that out with Airbnb.”
With the situation hanging in the air, I thought that was the end of it. But little did I know, a 1-star review was waiting for me in my inbox.
The Dreaded 1-Star Review
I’ll admit, when I saw the email from Airbnb notifying me of the review, I felt my heart drop. It was a 1-star rating. The dreaded review that could cripple any host’s credibility.
I immediately called Airbnb to see if there was anything I could do. The customer service rep confirmed my worst fear. “Yes, it’s a 1-star review, and you have ten days to rectify it.”
Now, I don’t know about you, but when I saw those words, “ten days to rectify,” my stomach flipped. A 1-star review could take months to recover from. I had to act fast.
The Call That Changed Everything
I wasn’t about to let this 1-star review define me or my Airbnb business. So, I decided to call the guest and see if there was any chance of turning things around. I wasn’t sure if it would work, but I figured I had nothing to lose.
Taking a deep breath, I dialed the number. The guest answered, and to my surprise, she was in a better mood.
“Hello, this is Cindy, your Airbnb host in Windsor. How was your travel? I hope you’re home safe and sound.”
“Yes, hello. I’m doing well, thank you.”
“Good to hear! I wanted to apologize again for not meeting your expectations during your stay. I really appreciate your feedback, and I’ll definitely take it into account to improve my property.”
“You definitely should have turned on the AC before we arrived, and a bit of room spray could’ve helped with the smell. Actually, I have a friend who hosts in Sarnia—her place is beautiful. You should take a look at her listing.”
I listened closely, trying to learn from her perspective. “I’d love to see your friend’s listing. What does she charge per night?”
“I think it’s about $300 a night,” she said, “but it’s gorgeous.”
I took a mental note. Clearly, her expectations were high, but I was willing to work with her.
“Look, I know your review reflects your experience, and I’d like to know if there’s anything I can do to change your mind?”
“Well, I want a refund.”
Here was my chance. I suggested a partial refund, acknowledging that the air conditioning had been running for days, which had led to high energy consumption. “How about I offer you a $200 refund?” I proposed, “That’s about two-thirds of the total cost.”
She agreed! The refund was sent through Airbnb’s platform to ensure everything was documented, and I felt a small weight lift off my shoulders.
The Final Step: Cancelling the 1-Star Review
“Now, about that review,” I said gently. “Would you mind contacting Airbnb to request the removal of your 1-star review? Once I process the refund, I’ll send you their contact info.”
She agreed, and I promptly sent over the details for Airbnb’s support team. A few hours later, the review was gone, and my rating had been restored.
The Takeaway: Master Communication or Delegate to a Trusted Property Manager
What did I learn from this experience? Communication is key. By reaching out, staying calm, and showing a genuine desire to make things right, I was able to turn a potentially disastrous situation into a positive outcome.
As a property manager, you have to expect the unexpected—whether it’s a guest unhappy with a hot attic bedroom or something else entirely. But the best hosts are those who stay calm, act professionally, and resolve issues with grace.
And when it comes to Airbnb in Windsor—or anywhere else—it’s all about the little things that make your guests feel heard, valued, and respected. With a little effort and the right approach, even a 1-star review can become a thing of the past.
Happy hosting! If you want help recovering from your negative reviews, or simply want to be proactive about not receiving any to begin with, please schedule a free consultation with us at CoHostsCircle.