01Who you are really writing for
The reply is for the reviewer, but the audience is everyone deciding whether to book. They are looking for one thing: does this hotel listen?
02Positive reviews
- Thank them and mention something specific they wrote.
- Name the team member they praised — and tell that person.
- Invite them back, without copy-pasting the same sentence everywhere.
03Negative reviews
- Reply within a day or two, calmly. Never argue in public.
- Thank them, apologise for the experience and own what went wrong.
- Explain what has changed, if something has.
- Offer to continue privately, with a real name and contact.
04Small details that make a difference
- Sign with a name and role, not “Management”.
- Keep it short: three to five sentences.
- Reply in the language the guest wrote in.
