A short guide to replying to reviews

A review is written for one stay, but it is read by every guest who comes after. Your reply is read by them too. It is one of the few places where future guests hear your voice before they book.

Reply to the good ones

It is tempting to answer only the complaints. But a warm, specific thank-you under a good review shows that a real person reads them, and it makes the next guest more likely to write one too.

• Be specific. If they loved the breakfast or the view, say so. A generic “thank you for your stay” reads like a template.
• Use their name and, where you can, their language.
• Keep it short. Three or four sentences are enough.

Answer the critical ones calmly

A critical review stings, and the first reply that comes to mind is rarely the right one. Wait, then write for the future reader, not for the guest who left.

• Thank them for staying and for taking the time to write.
• Acknowledge the point without arguing about the details in public.
• Say what you changed, if you changed something. This is the sentence future guests remember.
• Take the rest offline. Invite them to contact you directly if there is more to discuss.

Future guests do not expect a perfect hotel. They expect one that listens.

Answer in the reviewer's language

A guest who wrote in German or Italian will notice a reply in their own language, and so will the next guests from their country. It is a small courtesy with a long life.

Make it a habit

Reviews are easiest to answer the week they arrive. Set one moment each week, read the new ones, and reply to all of them.

Where Concierva fits

Concierva brings new reviews from Booking.com and Airbnb into your inbox and suggests a reply in the reviewer's language, based on what they wrote and on your own information. You read it, change what you like, and approve it with one click.