If your guest leaves a review on trip return
Keep in mind that your response to renter content will not be visible in the dashboard, but can be accessed online. The renter has 14 days to review the trip after the return date.
You'll have 14 days from the review publication to write a response. Once that deadline has passed, the reply button will disappear.
What to do if you have received a negative review ?
Here a few tips on how to handle negative reviews:
Take a moment to reply to a review
Respond if possible to every point raised by the reviewer
Be polite and respectful even if you feel that a reviewer's critiques are discourteous or unjustified
Show the reviewers that they were listened to/understood, and that you've taken into account their comments and made necessary changes.
It may be too late to improve the rental experience of the reviewer, but your comments might be read by the potential guests and they want to be sure that all negative points were properly addressed.
Last but not least: when possible, do what the reviewers ask. It may happen that some requests go beyond what you perceive should be available or possible. However, it is always useful to consider if the resources invested are outweighed by the overall improvement of the customer satisfaction rate and ultimately revenue growth.