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How to Respond to Bad Reviews: Pintler Cabins' Expert Tips & Strategies

Brandon Tracy
Finger pointing at a sad face block among three emoji blocks on a white background. Speech bubble reads: "Only giving 3 stars..." with three stars shown. bad vacation rental review
Actual feedback we received from a guest. We did receive a 5 star review from this guest by offering solutions to block out the noisy rain.

At Pintler Cabins, we know how much effort goes into creating a great guest experience. That’s why receiving a bad review can be frustrating. However, negative feedback—when handled correctly—doesn’t have to hurt your rental’s reputation. In fact, it can be an opportunity to show professionalism, improve future stays, and reassure potential guests.

The good news? We take care of handling reviews for you. Here’s how we manage the process to protect your property’s reputation and ensure your rental continues to thrive.

0. Avoid the bad review in the first place

Sometimes, unexpected issues arise that are simply out of anyone's control—a hot water heater fails, a pipe bursts, bad weather rolls in, or a power outage occurs. While we can’t always prevent these situations, we understand that guests may feel frustrated and need someone to turn to.

When challenges arise, we step in immediately. Clear communication and empathy often make a big difference, and in some cases, a small gesture—like a thoughtful gift—can go a long way. No matter what, our goal remains the same: to provide the best possible experience and ensure every guest feels valued, even in less-than-ideal circumstances. This usually results in not having to respond to a bad review.


Black gift box with a cream ribbon and greenery on a rustic surface. A note reads: "Sorry the weather sucks! Here's dinner on Pintler Cabins!"
(Let's be honest, we would go bankrupt if we bought dinner for every guest that experienced bad weather during their stay (Montana weather is crazy unpredictable!). The key is to recognize when something like this is necessary to avoid a bad review, and act accordingly.)

Here's how we manage the process when the poor review is unavoidable:

1. We Assess the Review Objectively

Not all bad reviews are created equal. When a guest leaves negative feedback, we carefully analyze their comments to determine:

  • Is the complaint valid?

  • Is this a one-time issue or part of a pattern?

  • Is this something that needs immediate action?

Our team takes a proactive approach to identifying real concerns while also recognizing when a review may be unfair or overly critical.

2. We Respond to Bad Reviews Professionally and Promptly

A well-crafted response can turn a bad review into a positive impression for future guests. We handle all guest communication, ensuring that responses are:

✅ Professional and courteous

✅ Solution-focused

✅ Reassuring to potential future guests

Example Response to a Bad Review:"Thank you for your feedback. We’re sorry to hear your stay didn’t fully meet expectations. We strive to provide a great experience for all our guests and appreciate your insights. If there’s anything specific we can improve, we’d love to hear more, we will message you to start a dialogue about your stay. We hope to have the opportunity to host you again in the future."

By keeping responses professional and avoiding defensive language, we help maintain your rental’s credibility and show that guest satisfaction is a priority.

We have also had a few instances where a bad review was left by accident. Reaching out to the guest to kindly ask for feedback has resulted in an "Oops! Sorry!" moment for the guest and some have taken the steps to have the review removed!

3. We Address Any Legitimate Concerns

If a guest highlights a real issue—such as a maintenance problem, unclear instructions, or missing amenities—we take action. Whether it’s updating the property listing, coordinating repairs, or refining the guest experience, we ensure that future stays are even better.

4. We Protect Your Reputation

Unfortunately, not all negative reviews are fair. Some guests may have unrealistic expectations, or their complaints may be outside of your control. In these cases, we craft responses that provide context without engaging in arguments. Our approach ensures that your listing maintains a strong reputation, even when faced with difficult guests.

5. We Encourage Positive Reviews

One bad review won’t define your rental—but a steady flow of great reviews will outweigh it. We follow up with satisfied guests and encourage them to share their experiences, helping to boost your overall rating and attract more bookings.

6. We Help You Move Forward

At the end of the day, a single bad review isn’t the end of the world. We use it as a learning opportunity, implement any necessary changes, and ensure your rental continues to offer the best possible experience.


At Pintler Cabins, we handle the challenges of short-term rental management so you don’t have to and responding to bad reviews it just one those challenges. From guest communication to optimizing your property’s performance, we’re here to make hosting stress-free and profitable. Book a discovery call with us today to see how we can remove the stress of owning a short term rental!

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