How to Write a Review Response (With Examples & FAQs)

Tips for Writing a Great Response

Start with a Thank You → Appreciate the guest for staying at your property and sharing their experience.
Stay Professional & Positive → Even if the feedback is critical, respond in a calm and constructive manner.
Address Concerns & Offer Solutions → Show that you care about guest experiences and highlight any improvements made.
Avoid Defensive Language → Keep your responses neutral and solution-oriented to maintain professionalism.

Common Guest Scenarios & How to Respond

Guest Criticizes Cleanliness or Comfort

Acknowledge their experience and highlight any recent upgrades or cleaning procedures.

Example Response:"Thank you for your feedback. We’re sorry to hear that cleanliness did not meet your expectations. We take this seriously and have addressed the issue with our cleaning team. Your comments help us improve, and we appreciate you bringing this to our attention!"

Guest Mentions Limited Amenities

Reassure the guest and mention any upcoming improvements.

Example Response:"Thank you for your feedback! We always strive to enhance our guests’ experience and are working on upgrading our amenities. We appreciate your suggestions and hope to welcome you again soon!"

Guest Experienced Issues with Heating or Air Conditioning

Show understanding and reassure guests that the issue is being resolved.

Example Response:"We’re sorry for any discomfort caused by the [heating/air conditioning] system. Our maintenance team has been notified, and we are taking immediate steps to ensure it’s working perfectly for future guests. Please know we are always available to address any issues during your stay. Thank you for your feedback!"

Guest Mentions That the Listing Was Misleading

Acknowledge the feedback and ensure future guests that the listing has been reviewed for accuracy.

Example Response:"Thank you for your feedback regarding the property description and photos. We’re committed to providing accurate information, and your comments have prompted us to review and update our listing to ensure clarity. We appreciate your insights, as they help us improve the experience for all guests"

Frequently Asked Questions (FAQs)

1. Will my reply be changed?
Yes, we might make small edits to ensure it’s clear and professional, but the main message will stay the same.

2. What if my reply needs more work?
The system will let you know if improvements are needed. You can update your reply or submit it as is, but it’s best to cover all the guest’s concerns. Keep in mind, once submitted, it cannot be edited.

3. Can I see my reply after it’s published?
Yes! Once your response is posted, you can view it on your property’s page on Booking.com or Airbnb.

4. How long does it take for my reply to appear?
Once we’ve reviewed your response, it typically goes live within a few hours. However, for Booking.com, the publishing process may take a bit longer, sometimes up to a few days, as they follow their own internal procedures.

5. Can I change my reply after it’s posted?
No, once a reply is published, it cannot be changed. Be sure to double-check your message before submitting to ensure it says exactly what you want.

6. Can I reply to a review in my own language?
Yes, hosts can reply to reviews in the language they feel most comfortable with. The system will automatically detect the guest’s preferred language and translate the response accordingly before it is published.

7. How long do I have to reply to a review?
Hosts have up to 14 days to respond to a review. After this period, it will no longer be possible to submit a reply.