Why Aren’t Guests Leaving Reviews—and What to Do About It
Guest reviews are one of the most powerful tools for attracting new bookings. They build trust, boost your property's visibility on platforms like Airbnb and VRBO, and offer valuable feedback. But what if you’re not seeing the reviews roll in—or worse, you get a negative one?
Here’s what every homeowner needs to know.
Why Guests Might Not Be Leaving Reviews
It’s easy to assume that guests will naturally leave a review if they had a great stay—but that’s not always the case. Here are a few reasons they might skip it:
- They didn’t receive a prompt or reminder. Not all property management companies consistently follow up with review requests.
- The experience was “fine” but not memorable. Guests often only leave a review if their experience was either exceptional or disappointing.
- They were unsure who to review. Guests who book through platforms or third parties may not realize who to credit.
If you're not seeing consistent feedback, ask yourself: Is my property management company actively requesting reviews? Are guests having an experience worth raving about?
What to Do If You Get a Bad Review
First, don’t panic. Even the best properties occasionally get tricky guests or experience a one-off issue. A single bad review—especially among many positives—usually says more about the reviewer than your rental.
Here’s how to handle it:
- Respond politely and professionally. Acknowledge the concern, thank them for their feedback, and clarify any inaccuracies without getting defensive.
- Show prospective guests you care. Future travelers will notice your calm, thoughtful reply and feel reassured.
- Use it as insight. If there’s any aspect of the stay you can improve, take the opportunity to adjust.
How to Encourage Better Reviews
If you want better (and more) reviews, the guest experience needs to go beyond the basics. Consider these simple strategies:
- Offer welcome touches like a basket of local snacks, fresh flowers, or a handwritten note.
- Work with a property manager who offers concierge-style service—like private chefs, in-villa massages, or tour planning.
- Follow up post-stay with a warm thank-you message and a friendly reminder to leave a review.
- Make sure your space is well-maintained, beautifully presented, and thoughtfully equipped.
At Akumal Direct, we’ve been in the Riviera Maya vacation rental industry for over 30 years, and we know what guests remember—and what gets five stars.
Ready to Get More Reviews?
If you want to improve your guest experience and see better feedback, we’re here to help.
Contact us to learn how professional property management can make all the difference.