Sometimes, a bad experience happens when hosting people. Reviews automation can also help you to limit your exposure to negative reviews.
You want to write a negative review
Automation is there to help when everything is going fine during a guest's stay. When it comes to writing negative reviews, it is best to handle them manually.
Since you can edit all details of your reviews, this is something that you can do within Smartbnb. Smartbnb offers you the possibility to edit your comments, stars, and recommendation when you look at a specific review.
The main issue of a negative review is timing.
Except in special circumstances, you do not want to rush to publishing a negative review: it is best to send it at the last possible time.
To help hosts with this scenario, we have included the "Bad review" button in the reviews editor. Pressing this button will automatically delay the publication of your review until the last 20 seconds before the review is due to expire.
If a guest has already written their review, publishing your review at the last minute means that their comments will remain invisible as long as possible. It should give you a chance to collect several other reviews within the 14 days review period, limiting the negative impact of a possible negative review.
If a guest has not published their review, and the stay resulted in a negative experience from your perspective, it is probably best to limit the chances of a potential negative review as well. In fact, in most cases, guests will publish a review only because they are curious to read the host's review. Publishing close to the time of the review expiration reduces that risk.
You expect to receive a negative review from your guest
Without Smartbnb's Reviews automation, you have two ways to handle an expectation of a negative review from a guest.
- letting the review expire and not provide feedback on your experience, protection your listing against this negative review for the full 14 days review period;
- providing feedback and accept the earlier publication of a possible negative review on your listing.
We believe the option of delaying a review gives you the chance to offer your feedback on the stay, without negative consequences due to an earlier publication of your review. You can naturally also use the "Bad review" in this case.