In today’s hospitality landscape, guest reviews are as powerful as word-of-mouth used to be. A single comment on TripAdvisor, Booking.com, or Google can influence thousands of potential guests. Hotels live under this constant scrutiny, and the way you respond to reviews often matters just as much as the review itself.
So, how should hotels best respond to guest feedback?
1. Responding to Positive Reviews
When a guest takes the time to praise your hotel, acknowledge them warmly.
- Say thank you quickly: Express genuine gratitude within a few days.
- Personalize your response: Mention details they highlighted (breakfast, staff, location).
- Invite them back: A gentle “We look forward to welcoming you again” encourages loyalty.
- Showcase consistency: Reinforce that the great experience wasn’t a one-off but part of your brand promise.
Example:
“Thank you for your kind words about our front desk staff and fast check-in. We’re delighted to know you enjoyed your stay and look forward to seeing you again soon.”
2. Responding to Negative Reviews
Negative reviews can sting, but handled correctly, they can strengthen your reputation.
- Stay calm and professional: Never argue. Even unfair reviews deserve respect.
- Acknowledge and apologize: Recognize the issue and express regret for their experience.
- Offer a solution: Show what you’ve done or will do to prevent it from happening again.
- Take it offline if needed: Provide contact info to resolve complex complaints privately.
3. Example: Responding to a Harsh Review
The Review:
“Drive past this place. Do not spend your hard earned money here. The guest treatment from the general manager is condescending and horrendous and extremely disrespectful. The General Manager of this Best Western is an evil smart ass of a woman who is oblivious of the disrespectful comments that incessantly flows out of her mouth. She definitely needs to be replaced asap.”
How to Respond:
Step 1: De-escalate with calm professionalism.
Do not mirror the guest’s tone. Show empathy and leadership.
Step 2: Acknowledge their experience.
Recognize their feelings, even if the comments are exaggerated.
Step 3: Avoid personal disputes.
Never argue or defend against insults. Shift the focus to the guest experience.
Step 4: Invite private resolution.
Offer a direct channel to discuss further.
Example Response:
“Dear [Guest Name],
We are very sorry to hear about your experience and regret that you felt disrespected during your stay. At Best Western, we hold ourselves to the highest standard of guest care, and we are disappointed to learn that we fell short in your case. Please know that your feedback has been shared with our management team for immediate review. We would greatly appreciate the opportunity to speak with you directly to better understand what occurred and to make things right. You may reach us at [hotel contact information]. Thank you for bringing this to our attention.”
Why this works:
- It keeps the hotel’s reputation intact for future readers.
- It avoids escalating by countering insults.
- It shows action and care while moving the conversation offline.
4. Why Reviews Matter More Than Ever
Guest satisfaction doesn’t only drive online ratings—it directly impacts your bottom line. Hotels using tools like Guest Ban’s ID scanning and guest management solutions report a 70% reduction in property damage and fewer guest complaints. Fewer incidents mean fewer negative reviews, higher ratings, and more repeat bookings.
5. Quick Best Practices Checklist
- ✅ Respond to every review (positive or negative).
- ✅ Keep tone warm, professional, and concise.
- ✅ Reinforce positives, address negatives with solutions.
- ✅ Use reviews as free feedback to improve operations.
- ✅ Leverage guest management tools to prevent issues before they reach review sites.
Bottom line: Reviews aren’t just a reflection of your past performance—they’re marketing for your future bookings. Responding with empathy, professionalism, and consistency will help your hotel retain loyal guests, attract new ones, and protect your reputation.