How to Get Glowing Guest Reviews for Your Holiday Let—and Handle the Not-So-Good Ones
Guest reviews are often the make-or-break factor when someone is deciding whether to book your holiday home—or go with a competitor.
A great testimonial can tip the scales in your favour, leading to more bookings, greater trust, and higher visibility on listing sites.
In this article, we’ll share tips on how to encourage glowing guest reviews, how to make the most of them, and what to do when you receive a negative one.
Why Reviews Matter
When potential guests haven’t stayed with you before, they rely heavily on the opinions of others who have. No matter how great your own marketing is, real reviews from past visitors carry more weight and credibility.
Reviews give prospective guests an authentic snapshot of what it’s like to stay at your property. They help build trust, reassurance, and a sense of confidence that what you promise is what they’ll get.
And there’s more: major platforms like Airbnb and Booking.com favour listings with plenty of positive reviews. Properties with higher ratings often rank better and get filtered into more search results. In contrast, homes with lower ratings—or no reviews—might be skipped entirely.
Reviews also offer valuable insights. From guest preferences to recurring pain points, feedback gives you an honest look at how to improve the experience.
Here are just a few things reviews can reveal:
- What guests loved about their stay
- What disappointed them
- Which amenities were appreciated most
- Whether your photos match reality
- The quality of their sleep
- The overall cleanliness and comfort
- Any small issues that impacted their experience
Even negative feedback can be a goldmine—often pointing to fixable issues that can be addressed to avoid repeat problems.
How to Make the Most of Positive Reviews
Your best reviews are powerful marketing tools. Use them to spread the word about your property’s top-notch experience. You can:
- Share quotes in social media posts (Facebook, Instagram, X)
- Feature them on your website
- Highlight them in property descriptions or email newsletters
Don’t Forget to Study Competitors’ Reviews
You can also learn a lot by reading reviews of similar holiday homes in your area. What do their guests rave about? What do they complain about? Use this intel to sharpen your own offerings and avoid common pitfalls.
How to Encourage Guests to Leave Reviews
Even happy guests can forget to leave a review unless you give them a gentle nudge.
If they’ve praised your home during their stay, signed your guestbook, or booked a return visit, don’t miss the chance to ask for a 5-star review.
Send a friendly follow-up email a few days after they check out—while their great experience is still fresh in their minds.
Sample Follow-Up Email
Subject: We’d love your feedback!
Dear [Guest Name],
We hope you enjoyed your stay at [Property Name] and left with wonderful memories.
We’d be so grateful if you could take a moment to leave a review—it really helps future guests and lets us keep improving the experience.
You can leave your review here: [Insert Link]
As a thank-you, we’d like to offer you (or your friends) X% off a future stay.
Warm regards,
[Your Name]
[Your Signature – website, contact number]
Starting from Scratch? Here’s How to Get Your First Reviews
If you’re just getting started and don’t yet have any reviews, consider offering an introductory rate (e.g., 20% off) to entice your first guests. Once you get those initial reviews and build trust, you can increase your rates accordingly.
Why Guests Leave Negative Reviews
Guests usually write negative reviews for one of two reasons:
- They didn’t get a chance to raise their concerns during their stay
- They’re hoping their feedback prompts a response, fix, refund, or apology
While it’s never fun to receive criticism, these reviews can help you understand where expectations weren’t met—and how to prevent similar issues in the future.
Common Complaints and How to Avoid Them
1. Poor Cleanliness
Even minor lapses (a stray hair, crumbs, limescale) can ruin a guest’s impression. Whether you clean yourself or hire someone, make sure the place is spotless. A clean, sanitised property is a non-negotiable standard—especially post-COVID.
2. Lack of Communication
Communicate clearly before, during, and after a stay. Guests should receive all the essentials: directions, check-in info, Wi-Fi code, contact details, and what to do in case of an issue. A quick check-in message after their first night can go a long way.
If something goes wrong (e.g., broken appliance), honesty and proactive updates can stop a negative review in its tracks. Make it easy for guests to contact you or fill out a maintenance form during their stay.
3. Misleading Descriptions
Always be truthful. Overselling your property (e.g., claiming a sea view that requires standing on a chair) sets expectations you can’t meet. Caption your photos clearly and don’t exaggerate amenities.
Ask a friend to stay and give you honest feedback about the accuracy of your listing.
4. Skimping on Essentials
Don’t cut corners on toilet paper, tea bags, cleaning products, or towels. Guests expect the basics—and a few thoughtful extras (like logs for the fire) go a long way. Always send a checklist of what’s provided and what they should bring.
5. No Welcome Pack
Many guests expect a welcome pack as part of the holiday experience. It doesn’t have to be extravagant—just a few essentials, a personal touch, or local goodies will set the tone. Consider including a printed guestbook with local tips and instructions.
6. Broken or Poor-Quality Amenities
That jacuzzi, BBQ, or wood-burning stove is probably why someone booked your place. If it’s dirty or broken, you’re asking for trouble. Check items between guests and replace things that are worn out—like pans, towels, or remote controls.
7. Uncomfortable Furniture or Beds
Invest in high-quality mattresses, blackout curtains, soft linens and plush pillows. Comfort is key—guests want to sleep well and relax. Hard beds and flimsy furnishings are frequent sources of complaints.
8. Too Many Rules
Clear house rules are important, but don’t overwhelm your guests with signs or stern instructions. Communicate your expectations in a friendly tone in your guestbook or welcome email.
Avoid Asking Problem Guests for Reviews
If someone was difficult or you suspect they were unhappy, it’s better to ask for feedback privately rather than encourage a public review. Often, the chance to vent by email is enough.
How to Respond to Negative Reviews
Don’t ignore a bad review, even if it stings. Replying shows prospective guests that you care and are proactive.
Tips:
- Pause before responding. Sleep on it to avoid sounding defensive.
- Gather the facts. Speak to your cleaner, agent or anyone involved.
- Acknowledge the issue. Even if it was out of your control, be courteous.
- Explain the solution. Share what you’ve done to fix the problem.
- Offer compensation if appropriate. This could be a refund or a discount.
- Invite them back. Let them know you’d love a second chance.
Sample Response
Dear [Guest Name],
Thank you for staying with us and for sharing your feedback.We’re very sorry to hear about the issue with the hot water during your stay. We’ve since had a plumber in to fully resolve it and ensure it won’t happen again.
We always aim to provide a seamless experience, and your comments help us do better. We’ve sent you a 10% voucher for your next visit, and we do hope to welcome you again.
Kind regards,
[Your Name]
Respond to Positive Reviews Too!
Don’t just focus on damage control. Reply to your positive reviews with warmth and thanks. This shows that you’re an attentive, appreciative host—and encourages other guests to leave their own glowing feedback.
Final Thoughts
Guest reviews are one of the most powerful tools in your marketing toolkit. They inspire trust, shape perceptions, and directly influence bookings.
Put effort into getting—and maintaining—positive reviews, and treat each one as an opportunity to improve your guest experience and build long-term success.