Have You Ever?

In today’s travel world—where platforms like Airbnb, Vrbo, and Booking.com dominate—the fate of a bed-and-breakfast can hinge on just a few lines of text. Reviews carry enormous weight, and while glowing feedback can keep bookings rolling in, a single harsh comment has the power to bruise both reputation and revenue.

For small-scale hosts, those words often cut deeper than most travelers realize. Unlike big hotels, running a B&B is personal—your home, your cooking, your heart poured into every detail. Which is why negative reviews, especially those about things beyond a host’s control, can feel devastating.

Take Rachel, for instance. She runs a cozy seaside guesthouse in Cornwall, England, and for six years she’s built a reputation for warm hospitality, spotless rooms, and hearty homemade breakfasts. Guests return year after year—until one summer when a two-star review blindsided her. The complaint? Seagulls.

At dawn each morning, the birds announced themselves loudly over the coast. Rachel, stunned, could hardly believe her eyes reading the review. “What am I supposed to do—silence nature?” she thought. She even provides earplugs in every room for light sleepers, but the damage was done: her overall rating slipped, and with it, her bookings.

It was a moment that underscored how fragile the balance is for hosts, who are often judged on factors entirely outside their control.

But Rachel didn’t give up. Instead, she shifted her approach. She rewrote her listing with honesty—and a touch of humor:
“We’re blessed to be close to nature. Expect the crash of waves, the whisper of wind, and yes… a few cheeky seagulls at sunrise.”

The change worked. Guests arrived with the right expectations, ready to embrace the quirks of coastal life rather than complain about them.

Her story is a reminder for anyone in hospitality: not every negative review is truly about you. Often, it’s about mismatched expectations. The best defense? Clear communication, setting the scene honestly, and keeping those thoughtful little touches that make guests feel cared for. And of course—keep the earplugs handy.