Airbnb · Cleaning services
Airbnb review reply templates for cleaning companies
Cleaning services collect a specific set of review shapes, and Airbnb handles replies differently to every other platform you are on. This page pairs the two: the mechanics of replying on Airbnb, the complaints cleaning companies actually receive, and six templates you can adapt in a couple of minutes.
How replying on Airbnb actually works
- Reviews are double-blind for 14 days and your public response window closes 30 days after the review posts.
- The response appears under the review permanently and cannot be edited once submitted.
- Category sub-ratings (cleanliness, accuracy, check-in, communication) drive Superhost status more than the headline number.
Policy line: Airbnb removes responses that reveal guest personal information or that read as retaliatory.
What cleaning services get reviewed on
- Missed areas on a standard clean
- Different cleaner every visit
- Timekeeping
- Damage to surfaces or items
- Cancellation and rescheduling policies
Tone notes
Practical and checklist-driven. Reference the actual room or task, never 'your experience'. Host first name only — the platform's whole register is personal.
6 templates
1. Deep clean
Review
"The oven looked new again. Genuinely impressed."
Reply
"Hi Priya — the oven is the job that tells you whether a deep clean was real, so that is the compliment we want. — Ellie, your host"
2. Missed rooms
Review
"Skirting boards and the bathroom mirror were skipped."
Reply
"Hi Alex — skirting and mirrors are line items on the deep-clean checklist, so skipping them is a sign-off failure. We are re-cleaning both at no charge. If you will give us another go, reply here and I will look after it personally. — Ellie, your host"
3. Rotating staff
Review
"A different cleaner every week and none of them know the house."
Reply
"Hi Nadia — a rotating cleaner cannot learn a home. We have assigned a named regular to your slot with one fixed cover. — Ellie, your host"
4. Damage
Review
"A vase was chipped and nobody mentioned it."
Reply
"Hi Chris — damage we cause gets reported by us before you find it — that is the rule and it was broken here. Our insurance covers replacement. Please get in touch directly so we can close it out properly. — Ellie, your host"
5. Airbnb-specific: the mechanics reply
Review
"Great place overall, but a couple of things the listing did not mention."
Reply
"Hi Sam — thank you for coming back to this. Category sub-ratings (cleanliness, accuracy, check-in, communication) drive Superhost status more than the headline number. That is on us to use properly, and from this week every cleaning companie review here gets a named reply. — Ellie, your host"
6. Escalation without a public argument
Review
"Worst experience I have had with any of the cleaning companies around here. Avoid."
Reply
"Hi Jordan — a review this strong deserves a proper conversation rather than a paragraph in public. Please email me directly and I will go through it with you line by line. Whatever we find, I would rather fix it than debate it here. — Ellie, your host"
FAQ
- How quickly should cleaning companies reply to Airbnb reviews?
- Within 24 hours for anything below four stars and within a few days for the rest. Category sub-ratings (cleanliness, accuracy, check-in, communication) drive Superhost status more than the headline number. Consistency matters more than speed alone — a visible response rate reassures the next reader as much as any single reply.
- Can I get a bad Airbnb review removed?
- Only if it breaks the platform's content policy — fake, off-topic, defamatory, or containing personal data. A review that is simply harsh is not removable, and the reply is the tool you actually have. Airbnb removes responses that reveal guest personal information or that read as retaliatory.
- What should a cleaning companie never put in a Airbnb reply?
- Airbnb removes responses that reveal guest personal information or that read as retaliatory. Beyond policy, avoid re-litigating the facts in public: readers score the tone of the reply, not who was right.
- Should the reply be signed by a person?
- Host first name only — the platform's whole register is personal. An anonymous reply from "the team" reads as automated to the exact audience you are writing for, and it removes the accountability that makes a service-recovery reply work.
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