How to Maximize 5-Star Guest Reviews on Airbnb

Kaye Putnam | FreewyldMany Airbnb hosts don’t realize how much reviews have changed. Even a single three star review can damage visibility and, in some cases, cause listings to be taken down. Today we’re diving into how to consistently earn five star reviews.

Eric Moeller | FreewyldIt’s happening fast, and the industry hasn’t fully caught up. Through our cabins and client work, we’re seeing firsthand how reviews directly impact performance.

KayeAt Freewyld, we’ve been Superhosts for years and now manage revenue for more than 30 operators generating over a million dollars each. Reviews are central to success. It starts with how you market your property. If you oversell and underdeliver, you’re setting yourself up for disappointment.

EricExactly. Guests book based on photos and descriptions. If reality doesn’t match, you lose trust. We see listings with beautiful marketing but disappointing execution. That’s why we launched a listing optimization service, to help hosts align marketing with the real experience.

KayeThis is the paradox. It’s not about being the fanciest or most luxurious. It’s about accuracy. One of my favorite examples is Camp Wandawega. They openly describe their property as rustic and outdated. Guests arrive with the right expectations and leave happy.

EricRight. When properties fall short of their own marketing, reviews suffer. It’s like buying something on Amazon that looks amazing but arrives completely different. Accuracy wins over hype every time.

KayeDesign intention also matters. When guests feel that everything in a space belongs and is thoughtfully created, they forgive small imperfections. For example, spider webs in the mountains are inevitable, but our cabins still earn five stars because the overall experience feels right.

EricCommunication is key. We tell guests upfront they might see insects or wildlife. Setting that expectation builds trust. Beyond that, personal connection is vital. Too many hosts try to automate everything. But hospitality is about being human, just like a great restaurant experience.

KayeYes. It’s the difference between feeling transactional versus feeling seen and valued. Even small touches, like sharing local secrets such as “pink hour” in Idyllwild, create memorable moments that cost nothing but add emotional value.

EricExactly. We’re also rethinking common friction points. For instance, guests always ask for late checkouts. Instead of saying no, we now proactively offer an extra hour. It’s a simple gesture that turns potential frustration into appreciation.

KayeReviews are also a feedback loop. Take our “coffee debacle.” We initially didn’t provide beans, assuming guests would bring their own. Reviews showed us we needed to change. Now we provide custom Freewyld coffee, and it’s become a highlight of the experience.

EricThe lesson was clear: simplify, systematize, and respond to feedback. Guests booking through Airbnb often expect ease, not complexity. Adjusting to that reality has been huge for us.

KayeExactly. Sometimes reviews reveal small but critical details, like uncomfortable beds or tricky doors. Addressing these quickly reduces friction and improves the entire guest journey.

EricAnd don’t forget: portfolio level ratings matter. Airbnb expects at least a 4.8 average. A few poor performing properties can drag down dozens of great ones. Sometimes cutting those units is the smartest move.

KayeThat’s powerful advice for managers. Also, don’t ignore reviews after they’re posted. Responding shows engagement and improves Airbnb visibility.

EricYes, 90 percent of operators we audit don’t respond to reviews. That’s a missed opportunity. Reviews aren’t just feedback, they’re a reflection of your business. Take them seriously.

KayeTo wrap up, reviews are not something to fear. They’re opportunities to improve, refine systems, and create lasting guest loyalty.

EricExactly. Don’t take negative reviews personally. Use them as data to strengthen your business. That’s how you grow.