How to Get 5-Star Reviews on Airbnb and Booking.com

Five-star reviews come from three things: expectations met, fast clear communication and zero friction during the stay. Airbnb requires a 90% response rate within 24 hours and a 4.8+ rating for Superhost status, and hotels that reply to most reviews see RevPAR up to 12% higher. Here are the five moments that earn stars, the four habits that cost them, and how to ask for a review the right way.

By Equipe ViaHotelJune 27, 2026updated on July 31, 20262 min read

avaliaçõesAirbnbBooking

What actually decides your guest rating?

Three things, in this order: expectations met (the listing matches reality), communication (speed and clarity in your replies) and zero friction (arriving, getting in and using the place without obstacles). Cleanliness matters — but communication is where most hosts lose a star without noticing.

How much is a fast reply worth?

A lot. To reach Superhost status, Airbnb requires a 90% response rate within 24 hours and an overall rating of 4.8+ (official criteria). And the effect is financial: properties that respond to most of their reviews see RevPAR up to 12% higher, and +1 point on the rating lets you charge up to 11.2% more without losing occupancy, according to a study by TrustYou covering 25,000 hotels.

The 5 moments that earn stars

Confirmation — send the full guide the moment the booking lands.
The day before — address, door lock, Wi-Fi: everything before they have to ask.
First morning — a quick "all good in there?" solves a small problem before it turns into a complaint.
During the stay — questions answered on the spot (this is where the AI Concierge protects your rating at 11:58 p.m.).
After checkout — say thank you and invite them to leave a review.

The ready-to-send messages for these moments are in our guide to guest welcome messages.

What drags the rating down (and how to avoid it)

Slow replies → centralize the answers in a guide that answers on its own.
Wrong or outdated information → one single place, updated in 1 tap.
Queues and waiting at check-in → digital pre-check-in before arrival.
Unpleasant surprises → clear rules in the listing AND in the guide.

How do you ask for a review the right way?

Ask once, right after checkout, in a personal way and with nothing offered in return (the platforms ban "bought reviews"). In Brazil, the LGPD — its data protection law, the equivalent of the GDPR — means you use guest data only for the purpose of the stay: no mailing lists without consent.

Fast replies without losing sleep: the AI Concierge answers with what YOU entered, 24/7, in three languages. Start a free 14-day trial, no card required.