If you want to know how to get more 5 star reviews on Airbnb, start with the basics most hosts underestimate. Reviews feed into your search ranking, they persuade guests who are comparing you with the listing next door, and they decide whether you can qualify as a Superhost. This guide covers what guests actually rate, the practical steps that earn more 5 star stays, and how to handle the reviews that fall short.
One of the most reliable ways to protect your score is removing friction during the stay. A digital guest guidebook with check-in steps, appliance instructions and local recommendations in one place answers questions before guests have to ask, which helps with the check-in and communication ratings guests leave.
Why Airbnb Reviews Matter More Than You Think
Airbnb says ratings and reviews are part of the quality signal it uses to rank listings in search, alongside things like photos, amenities and cancellations. Reviews also sit behind Superhost status, which Airbnb counts as part of its hospitality signal.
Ranking is only half the story. When a guest is choosing between two similar homes, reviews are often the trust signal that tips the decision.
Here is what strong reviews influence:
- Search ranking. Ratings and reviews are one of the quality factors Airbnb lists for search results.
- Conversion. Guests trust what previous guests say more than anything you write in your description.
- Superhost status. You need a 4.8 or higher overall rating, among other criteria (see the FAQ below).
- Pricing confidence. A strong review history makes it easier to hold your price instead of discounting to win bookings.
- Repeat bookings and referrals. Happy guests come back and recommend you to friends.
The bottom line: if you are not actively working on your reviews, you are leaving money on the table.
The 5 Things Guests Judge Before Leaving a Review
Understanding how to get more 5 star reviews on Airbnb starts with knowing what guests are asked. Airbnb asks for an overall rating plus six category ratings: cleanliness, accuracy, check-in, communication, location and value. The overall rating is its own score, not an average of the six. In practice, most guests' verdict comes down to five experiences.
1. Accuracy
Airbnb's accuracy question asks whether the home was represented with up-to-date photos and information. This is where many disappointing reviews start. If your photos show a bright, spacious lounge and the guest finds a dim room with dated furniture, you have lost the 5 star rating however friendly you are.
2. Cleanliness
Guests notice small things: a hair on a pillowcase or dust on a skirting board can drag down an otherwise great stay. Use a professional cleaner, or work from a detailed checklist if you clean yourself.
3. Communication
Airbnb's communication question asks whether the host responded to messages promptly. Speed and clarity matter, and so does sending information before guests have to chase you for it. Many well-reviewed hosts send a welcome message before arrival, the check-in details on the day and a short message early in the stay asking if everything is OK.
If keeping replies fast is the hard part, Zugrow's Inbox agent drafts replies to guests for you to approve. On the free Solo plan it runs in Suggest mode for one property, with up to 10 suggestions a day; Pro and Max add Auto mode.
4. The "Little Extras"
A welcome pack with milk, tea, coffee and a local treat costs little and often gets a mention in reviews. A handwritten note or a short list of your favourite local places shows you care about the stay beyond the basics.
5. Problem Resolution
Things go wrong: the boiler plays up, the Wi-Fi drops, a light bulb blows. What separates a 4 star review from a 5 star review is often how quickly and calmly you deal with it. Guests forgive problems; they are much less forgiving of hosts who are slow to respond or dismissive.
How to Set Guest Expectations That Lead to 5 Stars
One of the most effective ways to earn 5-star Airbnb reviews is managing expectations before the guest arrives. Under-promise and over-deliver.
Write an Honest, Detailed Listing Description
Avoid superlatives that set expectations you cannot meet. Instead of "luxury apartment with stunning views", try "comfortable, well-equipped flat with a pleasant outlook over the park". When guests find the flat is nicer than described, that pleasant surprise tends to show up in the review.
Be upfront about the drawbacks too. If your property is on a busy road, say so: "The flat is on a lively high street. Great for walkability, though light sleepers may want to use the earplugs we provide." Guests are far less likely to mark you down for something you warned them about.
Use Accurate, Current Photos
Update your photos whenever you change the furnishings or decor, and review them at least once a year. If you have replaced the sofa since your photos were taken, reshoot.
Set Arrival Expectations Clearly
Send a clear arrival guide before check-in: directions, parking, how to get in and the Wi-Fi details. The more prepared your guest feels, the smoother their first impression, and first impressions colour the whole stay.
The Perfect Check-In and Check-Out Experience
Check-in and check-out are the two moments guests tend to remember most. Get them right and you are well on your way to a 5 star review.
Check-In Best Practices
- Self check-in. Many guests like a keybox or smart lock because it removes the pressure of agreeing an arrival time and lets them settle in at their own pace.
- A message on arrival. Send a short, warm message soon after check-in time: "Hi [name], hope you've arrived safely! Everything should be ready for you. Let me know if you need anything at all."
- A printed house guide. Leave a simple one-page guide covering Wi-Fi, heating controls, appliance quirks, bins and how to contact you. Even if you have sent it all digitally, a physical copy in the property helps.
- Welcome touches. Fresh milk, a few teabags, biscuits and some local takeaway menus cost little but leave a lasting impression.
From our own portfolio: we run about 24 short lets in Manchester with a small team, and our guests check in with lockboxes, with the code sent on arrival day. Across more than 8,000 bookings since November 2023, fast replies and clear check-in information on the day have earned us more 5 star reviews than anything else. That is what works for our homes, not the only way to do it, and Zugrow supports hosts whatever their check-in setup.
Check-Out Best Practices
- Keep it simple. Ask guests to strip the beds and leave used towels in the bath. Do not create a 10-point checkout list that feels like a chore.
- Be flexible where you can. If a guest asks to leave bags for a few hours, say yes whenever possible. Small gestures like this get mentioned in reviews.
- Send a thank-you message. Soon after checkout, send a genuine thank you: "Thanks so much for staying with us, [name]. We hope you had a great time in [city]. Safe travels home!"
If you would like an assessment of your listing with specific suggestions to improve, Zugrow's free listing score gives you a 100-point score with a breakdown across six areas, so you can see where your listing stands.
When and How to Ask Guests for a Review
Many hosts feel awkward asking for reviews, but there is nothing wrong with a polite, well-timed nudge. Airbnb gives the host and the guest 14 days after checkout to write a review, and reviews are only published once both have been submitted or the 14 days are up.
The Best Time to Ask
Include your review request in your thank-you message soon after checkout, while the stay is fresh in the guest's mind. If a guest has not left a review after five to seven days, one gentle follow-up is reasonable, as long as it lands inside the 14-day window.
What to Say
Keep it natural and low-pressure. Here is a template that works well:
"Thanks again for being such lovely guests! If you have a moment, we'd really appreciate a review. It makes a huge difference for small hosts like us. Either way, you're welcome back any time."
What NOT to Do
- Never offer incentives. Airbnb's Reviews Policy says reviews may not be given or withheld in exchange for something of value, and you may not incentivise or pressure anyone to influence a review.
- Never pressure guests. One follow-up is fine; a string of messages is not.
- Ask every guest the same way. Only asking the guests you expect to be generous is easy to spot and can backfire.
Leave Your Review Promptly
Because Airbnb only publishes reviews once both sides have written one (or the 14 days run out), writing your review of the guest promptly can nudge them to write theirs. It also shows you take the review process seriously.
How to Respond to Negative Reviews Without Hurting Your Listing
Even the best hosts get the occasional less-than-perfect review. Airbnb lets you post a public response to a published review, and future guests read those responses to judge how you treat people.
The Golden Rules of Responding
- Wait 24 hours before responding. Never reply while you are annoyed. Sleep on it.
- Thank the guest for their feedback. Even if you disagree, start with thanks: "Thanks for taking the time to share your thoughts, [name]."
- Acknowledge what was valid. If the guest had a fair complaint, own it: "You're right that the shower pressure wasn't ideal during your stay. We've since had a plumber fix it."
- Correct factual errors politely. If something is genuinely wrong, set the record straight without being defensive: "Just to clarify for future guests, the property does include free parking as described in our listing."
- Show what you have done about it. Future guests want to know the issue has been resolved. Action speaks louder than apologies.
What a Good Response Looks Like
Here is an example of a strong public response to a 3 star review mentioning noise:
"Thanks for your honest feedback, Sarah. We're sorry the street noise affected your sleep. We know that can be frustrating. Since your stay, we've fitted blackout curtains with acoustic lining and added complimentary earplugs to the welcome pack. We hope to welcome you back for an even better experience."
This response is empathetic, takes responsibility and, crucially, tells future guests the problem has been fixed. That is how you turn a negative review into a moment that builds trust.
Not sure how you compare to similar listings in your area? Get your free Airbnb performance score: it checks your title, description, photos, amenities and trust signals, plus your competitive position.
Using Review Feedback to Continuously Improve Your Score
Hosts who consistently earn 5-star reviews on Airbnb treat guest feedback as a to-do list. Every review, good or bad, tells you something you can act on.
Track Patterns, Not Individual Comments
One guest saying the mattress was firm is an opinion. Three guests in a row saying it is a pattern that needs fixing. Keep a simple spreadsheet of every piece of constructive feedback and look for recurring themes every few months.
Focus on Your Lowest Category Score
Airbnb shows your average for each of the six categories (cleanliness, accuracy, check-in, communication, location and value) alongside your reviews. Your overall rating is a separate score, not an average of these, but a category that trails the rest usually points to what guests are noticing. If cleanliness sits at 4.6 while everything else is 4.9, start there.
Invest Where Reviews Tell You To
Common upgrades that guests notice include:
- Better mattress and pillows. Sleep quality comes up again and again in reviews, good and bad.
- A better shower head. A cheap fix that guests notice every day of their stay.
- Blackout blinds or curtains, especially in city centre or south-facing properties.
- Quality toiletries. Swap supermarket basics for a nicer set.
- Fast, reliable Wi-Fi. Test your speed regularly; guests who work remotely will notice a slow connection.
- A decent coffee machine. Guests who care about their morning coffee often mention it.
Use Data to Prioritise
Zugrow's expert listing reviews help you pinpoint which improvements will matter most. A one-off Expert Review (from £14) pairs an AI score with a human expert's assessment of your listing and a 7-day action plan, so you are not guessing.
Benchmark Against Top Performers
Look at the three to five best-reviewed listings in your area, the ones with lots of reviews and near-perfect ratings. Read their reviews carefully. What do guests praise again and again? That tells you the standard you need to meet or beat.
Frequently Asked Questions
How many 5-star reviews do I need to become a Superhost?
There is no set number. Airbnb checks Superhost status every quarter, looking back over the past 12 months. You need a 4.8 or higher overall rating, at least 10 reservations (or 3 reservations totalling at least 100 nights), a response rate of 90% or more (replying to new messages and booking requests within 24 hours) and a cancellation rate below 1%. Holding a 4.8 average means the large majority of your ratings need to be 5 stars.
Can I get a negative Airbnb review removed?
Only if it breaks Airbnb's Reviews Policy. That covers reviews that are not based on first-hand experience of the stay, fake reviews, reviews that are biased or written under pressure or incentive, retaliatory reviews and reviews with explicit, discriminatory or harmful content. A review is not removed just because you disagree with it. Your best option then is to respond professionally and let future guests see how you handle feedback.
Does Airbnb's algorithm favour recent reviews over older ones?
Airbnb does not publish exactly how it weighs recent reviews against older ones. It does say ratings and reviews are part of how it ranks listings, and a run of disappointing stays will pull your rating down whatever happened before. That is why consistency matters: you need a steady flow of good reviews, not just a burst at the start.
Should I respond to every review, including positive ones?
It is good practice to respond to all reviews, though a brief thank you is enough for positive ones. For negative or mixed reviews, a thoughtful response is essential because future guests read these exchanges closely.
What is the difference between a 4-star and 5-star experience for most guests?
Usually it comes down to small touches and how problems are handled. A clean, accurate listing with good communication meets expectations. The step up to 5 stars tends to come from something guests did not expect: a welcome pack, a personal restaurant tip, or going out of your way when something goes wrong.
How quickly should I respond to guest messages to protect my review score?
Airbnb's Superhost criteria count replies to new messages and booking requests within 24 hours, and for listings without Instant Book, Airbnb says how quickly hosts respond to enquiries is part of search ranking. Aim to reply well inside that, ideally within an hour or so during the day. Guests who feel looked after before they arrive start the stay on a good footing.
Start Earning More 5-Star Reviews Today
Consistently strong reviews do not depend on grand gestures or expensive renovations. They come from the fundamentals: accurate expectations, spotless cleaning, quick and clear communication, and small touches that show guests you care.
Pick one section of this guide and act on it this week. Fix your weakest category. Send a better check-in message. Add a welcome pack. Small, consistent improvements add up to a much stronger review profile over time.
Ready to see where your listing can improve? Get your free listing score from Zugrow and find the specific changes that could lift your reviews, rankings and revenue.
Sources: Airbnb Help Centre: Superhost requirements, Airbnb Help Centre: how reviews work, Airbnb Help Centre: how star ratings work, Airbnb Reviews Policy, Airbnb Help Centre: how search results work.