In today’s travel world dominated by platforms like Airbnb, Vrbo, and Booking.com, guest reviews can make or break a small hospitality business. For bed and breakfast hosts, a single negative review can feel both personal and financially damaging—especially when the complaint is beyond their control.

Rachel, a longtime B&B owner in Cornwall, England, learned this firsthand. After more than six years of hosting, she received a two-star review during peak summer season. The reason wasn’t cleanliness or service, but loud seagulls at dawn. Despite providing earplugs in every room, the low rating hurt her overall score and led to fewer bookings.

Rather than give up, Rachel adapted. She updated her listing and welcome message to set clearer expectations, honestly noting the nearby sounds of nature—including seagulls—with a touch of humor. This transparency helped future guests understand what they were signing up for.

The lesson for hosts is clear: not every bad review reflects poor hospitality. Clear communication, honest descriptions, and small thoughtful touches can help protect both reputation and morale.