A useful response has four parts
Thank the guest, reflect one specific detail, respond to the substance of the review and close with an appropriate next step. Keep personal information, disputes and compensation details out of the public reply.
Positive review example
Thank you for staying with us, [Name]. We are glad the quiet room and early breakfast made your work trip easier. We will share your kind note with the breakfast team and hope to welcome you back.
Mixed review example
Thank you for the thoughtful feedback, [Name]. We are pleased the location worked well for your stay, and we are sorry the arrival instructions were not clear enough. We have reviewed that message with the team. Thank you for helping us improve it.
Negative review example
Thank you for raising this, [Name]. We are sorry your experience did not meet the standard we aim to provide. We have followed up internally regarding [specific issue]. Please contact [monitored private channel] so the right person can review the details with you directly.
What not to publish
- Do not argue point by point or identify the guest beyond what they published.
- Do not promise an outcome before the matter has been reviewed.
- Do not paste a warm but irrelevant stock reply.
- Do not disclose booking, payment, health or incident details.
Build a response system, not a script pile
Define who replies, the expected timeframe, which situations require management review and which approved phrases suit the property’s voice. Templates should include decision notes and editable fields so the team knows when not to use them.
A consistent review voice starts with The House Voice. For messages across the whole stay, see The Guest Journey.