As an owner, you have the ability to reply to a traveller’s review with an owner response.  An owner response allows you to thank the travellers for their stay or in the case of a bad review, share the steps you have or will be taking to address the travellers concern(s).  It demonstrates your professionalism and attentiveness to your travellers, as well as illustrating your dedication to improving the traveller experience.

The owner response appears under the traveller’s review on your listing. The maximum number of characters available in the owner response field is 2500.

Our moderation team ensures that your owner response complies with our Content Guidelines. It may take up to seven days for your owner response to appear on the site.

Submitting an owner response to a review

  1. Click Property.
  2. Click Reviews.
  3. Locate the review you want to post a response to.
  4. Click Respond or Respond to review.
  5. Enter your response.
  6. Click Send.

You may also click on the owner response link in the review notification email we sent to you.

Editing an owner response

  1. If you have more than one listing, select the appropriate listing.
  2. Click the Property icon.
  3. Click Reviews.
  4. Click the review with the response you want to edit.
  5. Click Edit response.
  6. Make the necessary edits and click Send