Reviews are the lifeblood of your STR business. A 4.8 rating versus 4.5 can mean 30% more bookings. This guide shows you how to consistently deliver experiences worth raving about.
4.8+
Target rating for top visibility
72hrs
Critical first impression window
85%
Guests who read reviews before booking
First Impressions: Your Listing
- Professional photos: 20-30 high-quality images showing every space
- Accurate descriptions: Set expectations correctly - undersell and overdeliver
- Clear amenities list: Guests filter by specific items, list everything
- Transparent house rules: Clear but not restrictive
Pre-Arrival Excellence
Pre-Arrival Messages
- Booking confirmation (immediate) - Thank them, share excitement
- Pre-arrival info (3 days before) - Check-in details, house guide link
- Day-of welcome (check-in day) - Final reminders, contact info
Pro Tip
Include local recommendations in your welcome message - restaurants, attractions, hidden gems. Personalized tips make guests feel special and show you care.
During Stay
- 24-hour check-in: Message asking if everything is perfect (catches issues before reviews)
- Quick response: Reply to questions within 1 hour during waking hours
- Proactive communication: Alert about weather, events, or service issues
- Emergency availability: 24/7 contact for urgent issues
Essential Amenities by Property Type
| Property Type | Must-Have Amenities | Premium Upgrades |
|---|---|---|
| Beach | Beach chairs, towels, umbrella, cooler | Kayaks, paddleboards, outdoor shower |
| Mountain | Fire pit, board games, hot tub | Game room, sauna, mountain views |
| Urban | Fast WiFi, workspace, coffee maker | Gym access, parking, rooftop |
| Family | Pack 'n play, high chair, baby gates | Game room, pool, kid activities |
Post-Stay Follow-Up
- Thank you message: Send within 2 hours of checkout
- Review request: Politely ask for feedback (not pushy)
- Leave your review first: This often prompts guests to reciprocate
- Repeat guest incentive: Offer 10-15% discount for direct rebooking
Handling Negative Feedback
- Respond quickly: Address issues within hours, not days
- Acknowledge the problem: Don't be defensive
- Offer solutions: Refunds, discounts, or fixes where appropriate
- Fix the root cause: If multiple guests mention an issue, address it
- Professional public responses: Future guests read how you handle criticism
Warning
Never argue with guests publicly. Even if they're wrong, potential future guests judge you by how you respond. Take it offline if needed.