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Before booking, most guests read your replies as well as the reviews. Learning to reply to guest reviews well can turn a 3-star complaint into a reason to book, while a defensive reply puts guests off.
Basic rules
- Reply to every review, good or bad, within 48 hours
- Use the guest's name and mention one specific detail
- Keep it short: 3–5 sentences
- Never share booking details, phone numbers or private information
- One reply only. Move long discussions to phone or email
Positive review template
Thank you, Mr. Singh! We're glad you enjoyed the rooftop breakfast and the view of the hills. Our team will be happy to hear your kind words about Ramesh at the front desk. We look forward to hosting your family again.
Negative review template
Dear Priya, thank you for telling us about the hot water problem on the 2nd floor. We're sorry it affected your stay. We have replaced the geyser and added a daily check for all rooms. We'd like to make it up to you on your next visit. Please call us at the front desk.
What it does: thanks, specific apology, what you fixed, invitation. No excuses and no blaming the guest.
When the review is unfair or false
- Reply calmly with facts, without arguing
- Report reviews that break platform rules (fake, offensive, from someone who never stayed)
- Never post fake positive reviews to balance it. That can get your listing penalised. See fake reviews and the law
More templates for any business: replying to negative Google reviews.
Turn reviews into improvements
Every month, tag complaints by theme: cleanliness, noise, Wi-Fi, staff, food. The top theme is your next fix. Housekeeping issues lead most lists. See housekeeping checklist.
Getting more reviews
Ask at checkout when the guest is happy, and send a short link on WhatsApp. See how to get more Google reviews.
FAQs
Should the owner or the manager reply?
Either, but sign with a name and role. A consistent voice matters more than the title.
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