Picture this: it’s Monday morning, you open your Airbnb or Booking.com dashboard, and there it is, a low score review. The guest said the Wi-Fi was slow, or the check-in instructions weren’t clear enough. The worst part? They never mentioned any of this during their stay.
You can almost hear yourself thinking: “If only they had told me while they were here, I could have fixed it in minutes.” But instead, it’s out there for everyone to see. On platforms where visibility depends heavily on ratings, even one low-scored review can push you down in search results and cost you future bookings.
On platforms like Airbnb, Booking.com, Expedia, and other OTAs, guest reviews aren’t just feedback, they’re one of the most powerful ranking factors in how your property is displayed. A property with consistently high ratings will appear higher in search results, get more clicks, and ultimately drive more bookings. Meanwhile, even a single negative review can drag down your overall score, which OTAs use as a trust signal to guests. Even one average review can impact your score and ranking, which may reduce visibility and bookings, making it a bit harder to build up new positive reviews.
Airbnb, for example, requires hosts to maintain at least a 4.8 average rating to qualify for Superhost status. Fall below that, and not only do you lose the badge that reassures travelers, you also risk dropping in visibility. On Booking.com, a review score below 8 out of 10 makes it significantly harder to stand out in crowded destinations, since many travelers filter by “Very Good” or higher.
Modern travelers rely heavily on past guest reviews before deciding where to book. In fact, over 90% of travelers read reviews before making a reservation, and most consider them just as important as personal recommendations. That means your online reputation is now as valuable as your location or nightly rate. A strong reputation builds trust and drives bookings, while a weak one can deter guests before you ever get the chance to host them.
At Dharma, we know how devastating unexpected reviews can be. With over 15 years in the industry, we’ve seen it firsthand, which is one of the reasons why we built our Operations Platform (OPS) to give property managers a safety net that ensures guest issues don’t get overlooked and a team available 24/7 to support your guests, even on holidays.
Here’s how it works in practice. Imagine a guest notices the Wi-Fi isn’t working perfectly. Instead of waiting until checkout to complain, the OPS automatically sends a mid-stay message: “Hi! Just checking in, how’s everything going?” That simple, proactive touchpoint opens the door for the guest to share the problem right away. Within minutes, the issue is logged in the Work Management System inside the OPS, assigned to the right team member, and resolved.
The result? A guest who feels cared for, and a review that highlights your responsiveness instead of your flaws. Plus, it creates a natural channel of communication for guests to mention any other concerns during their stay, instead of waiting until it’s too late.
And the best part: these check-ins and follow-ups don’t have to be manual. Dharma’s OPS allows you to automate personalized messages at key moments in the guest journey, so communication is consistent, timely, and effortless.
On top of automation, our 24/7 guest support team is always available to step in whenever issues arise, making sure all guest requests and questions are answered, day or night. This combination of technology and human care means guests always feel supported, no matter the situation.
Once the stay is over, the OPS continues working for you. Automated post-stay follow-ups remind happy guests to leave reviews, making sure positive experiences are captured and reflected in your property’s ratings. Over time, this steady stream of feedback helps boost your averages and keeps your listing competitive on platforms like Airbnb and Booking.com.
Even with the best systems in place, the occasional tough review will slip through. When it does, Dharma doesn’t leave you to handle it alone. Our team disputes reviews that don’t meet platform guidelines, and when a response is needed, we craft professional, empathetic replies that show future guests you care and take action.
Instead of letting one negative comment drag down your reputation, we use it as an opportunity to demonstrate transparency, professionalism, and care, qualities that travelers look for when deciding where to stay.
You can’t control every detail of a guest’s trip. Flights get delayed, moods decline, and sometimes expectations clash with reality. But you can control how issues are managed. And that’s exactly what separates properties that struggle with their reviews from those that consistently earn five stars.
Stop letting unexpected reviews hold your property back. With Dharma’s Operations Platform and our 24/7 guest support team, you’ll never miss a chance to resolve issues, delight your guests, and secure the glowing reviews your property deserves. Let’s build five-star experiences together!
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