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Review response template
Poor Communication: Airbnb Review Response Templates
'The host never responded' is one of the most damaging reviews because it's about YOU, not the property. Reply with ownership, a concrete change (coverage, response SLAs), and no excuses.
Copy-paste responses
These replies are what our free response generator produces for a review like this — pick the tone that matches your voice.
Professional tone ★★
We're genuinely sorry check-in wasn't as smooth as it should have been and we weren't quick enough to respond. That isn't the standard we hold ourselves to, and we've already rewritten our arrival instructions with a step-by-step guide and a direct contact on arrival day and added faster response coverage and a dedicated host on call during stays. We take feedback like this seriously and would welcome the chance to make it right — please reach out to us directly.
Warm tone ★★
We're truly sorry check-in wasn't as smooth as it should have been and we weren't quick enough to respond — that's not the experience we want any guest to have, and we hear you. We've already rewritten our arrival instructions with a step-by-step guide and a direct contact on arrival day and added faster response coverage and a dedicated host on call during stays, and we'd really appreciate the chance to make this right. Please reach out to us directly.
Concise tone ★★
We're sorry check-in wasn't as smooth as it should have been and we weren't quick enough to respond. That isn't our standard, and we've rewritten our arrival instructions with a step-by-step guide and a direct contact on arrival day and added faster response coverage and a dedicated host on call during stays. Please reach out so we can make this right.
What to actually fix: Add a second host/co-host on call, set a response SLA (e.g. under 1 hour), and use scheduled messages for the pre-arrival window.
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FAQ
I did respond, the guest just didn't see it.
Still apologize for the confusion rather than correcting them publicly — future guests can't verify your claim, and arguing reads poorly. Offer the fix and move on.