How guest reviews work

As a Travelnest host, we understand how important guest feedback is to you. That’s why we notify you by email every time you receive a guest review on Airbnb or Booking.com. In this guide, you'll find info on how to read guest reviews to help improve your listings and provide the best possible experience for your guests.

The importance of reviews for your property listings

Having reviews for your property listings is extremely important. Reviews not only increase the visibility of your property on booking sites, but they also help build trust with potential guests, ultimately leading to more bookings. Guests can view reviews left by previous guests before making a decision to book your property.

After their stay, guests rate your property on a scale, evaluating aspects such as communication, adherence to house rules, and cleanliness. These ratings are then consolidated to provide an overall rating for the stay, offering valuable insights to future guests.

How to read your guest reviews

When you receive a guest review from any booking site, we’ll notify you by email. Here’s how you can check your guest reviews.

• Head over to your Travelnest account and log in.
• On your homepage, click on 'Direct' then click on 'Visit website' to go to your Travelnest direct listing where all guest reviews are located.
• Click on the review section to read what your guests have shared about their stay.

Frequently asked questions

How do I reply to a guest review on Airbnb or Booking.com through Travelnest?

Just send us your reply along with the booking ID to owners@travelnest.com, and we’ll handle the rest!

We strongly encourage you to reply to guest reviews. This demonstrates that you’re an attentive host, eager to address any concerns and ensure the best possible experience for your future guests.

How long does it take for host replies to appear on Airbnb and Booking.com?

Once we have submitted your response to Airbnb or Booking.com, it usually takes a couple of hours for your reply to appear.

What is the timeline for replying to guest reviews?

You need to send your reply to Travelnest within 30 days of the review being posted. We won't be able to reply to reviews older than this timeframe.

How can I report/remove a review on Airbnb or Booking.com?

Removing a review on Airbnb

Airbnb generally only removes reviews if they contain strong language, discriminatory remarks, or other content that violates their content policies or if a guest didn't stay. More information about Airbnb's reviews policy on this guide.

Removing a review on Booking.com

Booking.com has specific conditions under which you can request the removal of a guest review. These conditions include:

• The guest cancelled their reservation and confirmed they didn’t arrive at the property.
• You cancelled the reservation at least 24 hours prior to the scheduled check-in.
• The reservation is marked as a no-show and the review doesn’t detail the guest’s experience.
• You cancelled the booking on the planned day of check-in because of an invalid credit card.
• It is determined that the guest reviewed the wrong property.
• There is written evidence that the guest is using the review to blackmail you.

If you have any questions about how to report/remove a guest review from Airbnb and Booking.com please get in touch with us at owners@travelnest.com.

Please share your feedback with us

If you have any suggestions on how we have been notifying you about guests reviews, please complete our survey. Your feedback is incredibly valuable to us. Plus, everyone who participates in our survey will be entered into a prize draw to win a £50 Amazon voucher! Thank you for sharing your feedback with us.

Hosting resources

For more information on how to get great guest reviews for your vacation rental, you can find plenty of top tips in this guide.