Before booking, most travellers read reviews. But they also read your replies: they show how you treat your guests. A thoughtful reply can turn an average review into a reason to trust you.
1. Reply to every review
Thank satisfied guests too, mentioning a detail of their stay. A personal reply is worth more than a copy-paste message.
2. Stay calm in the face of criticism
Wait a few hours before replying to a negative review. Thank the guest for the feedback, acknowledge what went wrong and avoid sounding defensive.
3. Show what is changing
Briefly explain the action you have taken: new bedding, adjusted breakfast times, team training. Future guests see that feedback matters.
4. Offer to continue privately
For a complex situation, invite the guest to write to you directly. You solve the problem without a public debate.
5. Use reviews to improve
Review your feedback regularly with your team: recurring comments show your improvement priorities.
Need an outside view of your online reputation? Our Express audit analyses your reviews and guest journey. Contact us.