For hotels
Review management for hotels and accommodation
A place to stay gets reviews in many places at once: Google, Booking, Airbnb… Every guest reads several before booking, and how the property replies is part of the decision.
What guests usually comment on
- The cleanliness of the room and the bathrooms.
- Rest: noise, bed, temperature.
- The welcome at reception and the arrival.
- The location and the parking.
- Breakfast and the services included.
- Value for money.
Tips for replying
- Call the writer a “guest”, not a “customer”, and mention something specific about their stay.
- If they complain about something you have already fixed (a shower, the wifi), say so: it is what most reassures someone who is undecided.
- Do not confirm booking details, dates or room numbers in public.
- Reply to good reviews too: inviting people back works.
Example reply
“Good location, but the room faced the street and there was a lot of noise at night.”
Google, Booking and Airbnb in one place
Bringing together the reviews from every platform stops any from going unanswered and lets you see whether a complaint is repeated in several places.