Why Guests Remember the Bad More Than the Good (and How to Use Psychology to Improve Your Airbnb Reviews)

One thing I have learned after years of hosting in London, with a 100% booking rate as a Superhost, is this: guests rarely remember the Wi-Fi speed or how new the sofa is. They remember the frustrations. Psychology calls this negativity bias. In simple terms, our brains are wired to notice and hold onto bad experiences more than good ones.

For hosts, this means one small oversight can overshadow dozens of thoughtful touches. The good news is that the reverse is also true. With a little understanding of how guests think and feel, you can design their experience so that the positive moments shine brighter and the negatives fade away.

Here are six psychology-backed touches that make a world of difference.

1. First Impressions Matter (The Primacy Effect)

The very start of a guest’s stay is the most influential moment. If their first experience is warm and thoughtful, it colours how they perceive the rest of their time. A simple handwritten note on nice paper can do wonders here. It does not need to be long, just a quick thank you with your name signed off. Guests often mention this in reviews because it feels personal and human.

2. Prevent Lost Sleep (Loss Aversion)

One of the worst things that can happen to a guest is a bad night’s sleep. If the pillows are uncomfortable or there are not enough blankets, the entire stay feels ruined. That is loss aversion in action, where people feel the pain of a negative experience much more strongly than the pleasure of a positive one. The fix is simple: stock extra pillows and blankets. Even if they are rarely used, when they are needed, they save the whole stay.

3. Make Choices Easy (Cognitive Ease)

Travellers are often tired and overwhelmed. The last thing they want is to spend an hour scrolling through Google Maps trying to decide where to eat or shop. A printed guidebook, alongside a digital copy, solves this problem. Highlight the closest grocery store, your favourite local café, and a couple of London-wide recommendations. When you remove stress, guests feel more relaxed and grateful.

4. Add Perceived Value (Scarcity Bias)

Have you ever forgotten your toothbrush on a trip? It feels like a massive inconvenience at the time. When guests see that you provide small extras like toothpaste, a spare toothbrush, or hygiene products, they experience scarcity bias—they place more value on something that feels hard to get in the moment. Stocking a small shelf with these items costs pennies but makes your property feel priceless.

5. The Power of Options (Choice Architecture)

People love to feel in control, and options give them that sense of comfort. A fully stocked coffee and tea bar, with different teas, coffee, hot chocolate, and maybe even syrups, creates a feeling of abundance. It is not just about the drinks, it is about the choice. Guests perceive your space as more generous and thoughtful, even though the cost is minimal.

6. End on a High (The Recency Effect)

Just as the start of the stay matters, so does the end. The recency effect means guests strongly remember their last moments. A kind farewell message, or even a small check-out treat like a chocolate bar or a tea bag for the journey home, leaves them smiling as they leave. That final impression lingers long after they have gone.

Hosting is About Feelings, Not Features

What all of these tips have in common is this: they are not about luxury, they are about psychology. Guests review based on how you made them feel. Negativity bias means small frustrations loom large, but by understanding how human memory works, you can make the positives even more powerful.

As both a London Superhost and the owner of a cleaning business, I always keep this in mind. A spotless home is the foundation, but psychology is what turns that clean space into a five-star experience.

If you want help making sure your property shines—both in cleanliness and in thoughtful presentation Best Home Services can support you. We specialise in Airbnb turnovers in London, making sure every guest feels cared for from start to finish.