Deliver 5-star hospitality: How to handle a bad review

Bad reviews happen to every owner eventually. What matters is how you respond.

Don't panic

One less-than-perfect review won't sink your listing. Hirers understand that no experience is flawless, and they look at the overall pattern of reviews rather than a single one.

Respond calmly and professionally

Take a breath before responding. Acknowledge the hirer's experience, apologise for anything that fell short, and explain what you're doing to fix it. Avoid being defensive, argumentative, or dismissive — even if you disagree with the feedback. Future hirers will judge you by your response as much as by the review itself.

Replies are capped at one response per review.

Example: "Thanks for the feedback, Sarah. I'm sorry the awning was tricky to set up — I've since added a step-by-step guide to the handover pack and included a QR code linking to a video walkthrough. I appreciate you letting me know and hope we can welcome you back for an even better experience."

Learn from it

Ask yourself honestly: was the feedback fair? If so, fix the issue. If the complaint was about something outside your control (weather, road conditions), acknowledge it graciously and move on.

When to contact Camplify

If a review contains inaccurate information, offensive language, or violates Camplify's community guidelines, you can flag it with Camplify support for review.