Hotel Review Response Templates
Copy-ready replies by sentiment and scenario. Keep tone consistent, personalize quickly, and route sensitive cases for approval.
In the competitive hospitality industry, your online reputation is everything. BrightLocal’s Consumer Review Survey shows that nearly all consumers read online reviews before choosing a business. Responding to that feedback—both positive and negative—is not just good customer service; it's a powerful marketing tool. Hotels that actively engage with reviews can build trust, improve their online visibility, and ultimately drive more bookings.
Our comprehensive set of hotel review response templates empowers your team to handle any guest feedback with speed, professionalism, and a personal touch that resonates with past and future guests.
Why This Matters
Templates That Don't Sound Generic
Today's travelers can spot a generic, copy-pasted response from a mile away. Our templates are designed as a starting point, not a final script. They include variables and short, customizable inserts that make it easy to incorporate specific details from the guest's review. This level of personalization shows you're genuinely listening and that you value their feedback, which can turn a satisfied customer into a loyal advocate.
Escalate When Needed
Not all reviews are created equal. Some may contain sensitive allegations or describe a situation that requires a manager's attention. Our framework helps your frontline team identify these critical cases, flag them for escalation, and route them to the appropriate person for approval or direct handling. This ensures that serious issues are addressed promptly and professionally, often by taking the conversation offline to resolve the matter directly with the guest.
Core Sections
Positive Stays — Celebrate and Cross-Promote
Responding to positive reviews reinforces a great experience and shows appreciation. It's an opportunity to build a relationship and encourage repeat business. A good response should always thank the guest, highlight a specific positive point they made, and share the credit with your team.
Template Example:
Dear [Guest Name],
Thank you so much for your wonderful review! We are thrilled to hear how much you enjoyed your stay with us. Our team works incredibly hard to provide an exceptional experience, and they will be so pleased to know you appreciated the [Specific detail mentioned, e.g., friendly service at the front desk, cleanliness of the room].
We hope to have the pleasure of welcoming you back on your next visit to [City]!
Warmly,
The [Your Hotel Name] Team
Neutral Feedback — Clarify and Invite Back
Neutral or mixed reviews are a valuable source of insight into areas for improvement. The best approach is to thank the guest for their honest feedback, acknowledge both the positive and negative points, and show that you are committed to making improvements.
Template Example:
Dear [Guest Name],
Thank you for taking the time to share your feedback with us. We appreciate your comments and are glad you found [Positive aspect, e.g., our location convenient]. We have also taken note of your feedback regarding [Area for improvement, e.g., the breakfast selection]. We are always looking for ways to improve our guest experience, and your input is invaluable.
We hope you'll give us another opportunity to provide you with a superior stay in the future.
Sincerely,
[Your Name/Hotel Management]
Negative Reviews — An ACK-OWN-FIX Framework
Responding to negative reviews is critical. A thoughtful and constructive response can mitigate damage and even win back a customer's trust. BrightLocal’s research shows consumers are far more likely to choose a business that visibly responds to its reviews, so make sure your replies are easy to find. We recommend the ACK-OWN-FIX framework.
- ACKnowledge: Thank the guest for their feedback and acknowledge their frustrating experience.
- OWN (Apologize): Offer a sincere, empathetic apology. This isn't about admitting fault but about validating the guest's feelings.
- FIX (Provide a Solution): Explain the steps you are taking to address the issue and prevent it from happening again. Invite the guest to contact you directly to resolve the matter.
Template Example:
Dear [Guest Name],
Thank you for bringing this matter to our attention. We sincerely apologize for the issues you experienced regarding [Specific problem, e.g., the noise from the adjacent room]. This is not the standard of service we strive to provide, and we understand how frustrating this must have been.
We are addressing this with our team to ensure our procedures are improved. We would appreciate the opportunity to discuss this further with you. Please feel free to contact me directly at [Email Address or Phone Number].
We hope to have a chance to restore your faith in our hotel.
Respectfully,
[Your Name, Title]
Personalization Tips — Quick Edits That Matter
To make any template feel genuine, follow these simple steps:
- Use Their Name: Always address the reviewer by their name or username.
- Reference Specifics: Mention a detail from their review, whether it's praise for a staff member or a comment about the view.
- Match Your Brand Voice: Keep your tone consistent with your hotel's personality, be it formal and professional or warm and friendly.
- Sign Off Personally: End the response with a sign-off from a specific person, like the General Manager or the Guest Services team.
Expected Outcomes
- Faster Replies with Consistent Tone: Customers expect timely responses, with 53% wanting a reply to a negative review within a week. Templates streamline your workflow, ensuring all feedback is addressed promptly and in a consistent brand voice.
- Higher Response Coverage Across Platforms: While responding to 100% of reviews can be daunting, hotels see clear benefits once their visible response rate clears the 40-50% range. BrightLocal reports that consumers favor businesses that reply to reviews, so wider coverage directly supports conversion.
- Improved Ratings from Thoughtful, Timely Replies: Actively responding to reviews can directly impact your hotel's ratings. Research from Harvard Business School’s working paper 16-014 found that when hotels start responding to reviews, their average rating increases (PDF).
Platforms we cover
FAQ
- Are templates localized? English with multi‑language guidance is provided.
- Can I automate approvals? Yes—set rules or route to managers.
- How do I integrate with current workflows? Use API/webhooks or built‑in task routing.
- Do you provide scenario examples? Yes—by sentiment and common hotel issues.