Managing Guest Reviews on VRBO
Build trust with your future guests through honest and transparent reviews.
Reviews are one of the most powerful ways to build trust in your property and enhance your reputation as a host. Just like on other platforms such as Airbnb, VRBO offers you the ability to receive and send reviews both from the guest about your property and from you about the guest. This feature not only benefits your image but also helps other travelers make informed decisions. Here we explain how this process works and how you can manage it effectively from the VRMS.
How does the review system work on VRBO?
With the review option on VRBO, both guests and hosts have the opportunity to share their experience, creating an environment of trust and transparency.
Guest Review of the Host
After staying at your property, the guest has the option to rate various aspects of their stay. The elements they can rate are:
Overall (mandatory)
Cleanliness
Check-in
Accuracy
Communication
Location
Accommodation
Service
The only mandatory field for the guest is "Overall," so some reviews may only include this aspect, while others may cover several or all of the mentioned criteria. Additionally, the guest will have the option to leave a title and a message in their review.
The guest's review goes through a validation process by VRBO. If the review is rejected, it will not be recorded in the system.
Host Review of the Guest
Once the guest has left their review, you as the host can review the guest on various aspects. The elements you can rate are:
Overall
Cleanliness
Communication
Compliance with house rules
Recommend the tourist for future bookings
Additionally, you can respond to the guest's review, but keep in mind that, unlike other platforms, VRBO reviews are not done simultaneously. You will have to wait for the guest to leave their review before you can respond. Only the guest will see your response and your overall rating.
Statuses of Responses to Tourist Reviews
When you respond to a review, VRBO has a moderation process to validate it. There are three possible statuses for your responses:
Approved
The response has been validated and approved by VRBO. In this status, you can edit the response if you wish to modify it.Under Review
The response is in the moderation process and may take up to 14 days to be approved or rejected.Rejected. If VRBO rejects your response, you will need to write a new one for the guest.
Important Details:
Responses to reviews can only be edited if they are in approved or rejected status.
If you edit an approved response, it will go through the moderation process again, which could delay its publication by up to 14 additional days.
You may not be able to respond to some reviews. This can occur if it is an imported review (i.e., not originally from VRBO) or if the review is in the process of being validated by the portal.
Best Practices for Managing Reviews
Encourage your guests to leave reviews: Reviews are key to building trust in your property. Encourage your guests to share their experience after their stay.
Be honest and respectful in your responses: If you receive a negative review, respond in a professional and constructive manner. Remember that your response also influences the perception of future guests.
Review and edit your responses: If your response to a review has been approved, make sure all the information is correct before sending it.
Use reviews as a tool for improvement: Constructive criticism can help you improve the quality of your service and your property.
How are reviews viewed and managed in VRMS?
All reviews can be viewed and managed from the "Reviews" section of the VRMS. Here you can see both guest reviews and your reviews of guests, as well as the status of responses to those reviews.
Frequently Asked Questions
How long does it take for guest reviews to appear?
The review validation process can take up to 14 days. If the review is rejected, it will not be recorded in the system.
Can I respond to a review before the guest does?
No, on VRBO you can only respond to the review once the guest has left theirs.
What happens if my response to a review is rejected?
If your response is rejected, you will need to write a new one and submit it for approval.
Can I edit a response to a review?
Yes, you can edit an approved or rejected response, but keep in mind that it will go through the moderation process again.
Reviews are not only a tool to improve your reputation but also a way to create a more trustworthy community between hosts and guests. Take advantage of this feature to strengthen the trust of your future guests and improve your performance as a host.
If you need help with any step or have more questions about the review process, feel free to contact us!