Deliver 5-star hospitality: Getting more 5-star reviews

Five-star reviews aren't about being perfect — they're about exceeding expectations. Here’s how to consistently earn them.

The hirers who leave glowing reviews typically highlight three things: the van was exactly as described (or better), the owner was friendly and responsive, and little touches made the trip feel special.

Set expectations honestly

The biggest source of disappointing reviews is a mismatch between what the listing promises and what the hirer experiences. Be honest in your description. If the van has a quirk — the hot water takes a few minutes to warm up, or the awning needs a specific technique to extend — mention it upfront. Hirers appreciate honesty far more than surprises.

Be responsive and available

Respond to messages within a few hours where possible. If a hirer messages you during their trip with a question or issue, a fast, helpful reply can turn a potential problem into a positive experience.

Exceed expectations

The gap between what hirers expect and what they experience is where reviews are won or lost. If your listing promises a clean, well-equipped van and the hirer finds a spotless interior with a bottle of wine and a handwritten welcome note — that's a 5-star moment.

Go the extra mile

It doesn't take much to make a hirer's trip special:

• Leave a printed guidebook with operating instructions, local tips, and your favourite camping spots

• Include a small welcome pack — coffee, tea, biscuits, or a bottle of local wine

• Offer flexible pickup and drop-off times where you can

• Follow up after the trip with a genuine thank you

The review-worthy checklist

• Van is cleaner than expected

• Everything works as described

• Owner was responsive and friendly

• Handover was smooth and thorough

• Something unexpected delighted the hirer (welcome pack, local tips, flexible timing)

Ask for the review

Most hirers are happy to leave a review — they just need a prompt. After the hire, send a message thanking them and asking them to share their experience. Timing matters: ask within a day of the hire ending while the experience is fresh.

Example message: "Thanks so much for looking after [van name], Jess! I hope you and the family had an amazing time. If you get a chance, I'd really appreciate it if you could leave a review — it helps other hirers find us and it means a lot. Safe travels!"

Read every review carefully

Even glowing reviews contain useful information. If multiple hirers mention how much they loved the welcome pack, keep doing it. If someone suggests adding a corkscrew to the kitchen drawer, add a corkscrew. Small improvements based on real feedback compound over time.

Respond to reviews

Respond to every review — positive and negative. For positive reviews, a simple thank you reinforces the relationship and shows future hirers that you're engaged and appreciative. For constructive feedback, acknowledge it and mention what you've done to improve. This shows future hirers that you take feedback seriously.

Look for patterns

One-off comments might be a personal preference, but repeated themes are signals. If three hirers mention the bed was uncomfortable, it's time for a new mattress. If everyone raves about the printed campsite guide, make sure you keep it updated. The owners who consistently earn 5-star reviews are the ones who keep refining their setup based on real feedback.

Use reviews in your listing

If you have a particularly glowing review that highlights a key feature of your van, reference it in your description (in your own words). "Our hirers love the fully stocked kitchen and outdoor setup" reinforces your listing's appeal.

Leave reviews for hirers too

When you leave a thoughtful review for the hirer, they're more likely to reciprocate. It's also the right thing to do — it helps other owners know what to expect and contributes to a healthy community.

Find out more about reviews here.