Guide
How to respond to Tripadvisor reviews
In hospitality and tourism, Tripadvisor is still one of the first sites a traveller checks. Replying to its reviews as consistently as to those on Google shows that the business looks after its customers.
Where to reply
To reply you must have claimed your listing as the owner on Tripadvisor. From its panel for businesses you will see the reviews and can answer each one. Replies may take a little while to appear because Tripadvisor checks them before publishing.
What to bear in mind
- Tripadvisor readers are usually travellers who do not know you yet: mention what makes your business special.
- Many reviews arrive in other languages; if you can, reply in the language of the review.
- Just as on Google: say thank you, be specific, acknowledge problems and offer a private channel to resolve them.
- Do not share details of the booking or of the customer.
Example replies
“A perfect dinner with views of the harbour. The black rice was incredible.”
“Tasty food but the service was very slow and nobody apologised.”