Can I respond to a guest review?
You have the opportunity to reply to all reviews that contain approved comments*. Any response you make is shown on your page, right below the review.
Replying to a review offers you the chance to interact with guests in a positive way, and appeal to new customers. The feature helps to provide balance, giving you the opportunity to express your viewpoint. This not only benefits you but all visitors to our website.
In the case of a negative review, it’s best to see it as a chance to turn it into something positive. How you respond to a negative review says more about your property than the negative review itself. Look for potential opportunities to improve the experience at your accommodation for future guests.
How can I respond to a guest review?
You can add a reply to a guest review by following these steps:
- Select the ‘Guest reviews’ tab in the extranet.
- Click on ‘Reply’ and then ‘Send’ when you’re ready.
- You can only respond to reviews with comments.
- You must reply either in the same language as the review or in English. Responses provided in a different language will not be displayed online or translated.
- After you submit a response, our team will check that it complies with our guidelines before it’s published online.
Can I edit or remove my response to the guest review?
You can edit or delete your reply to the guest review via the extranet.
- Select the ‘Guest Reviews’ tab in the Extranet.
- Click on ‘View your response’ then ‘Edit’ or ‘Remove’ and confirm your steps.
Guidelines: We want this to be a positive opportunity for everyone involved. All responses will be subject to approval by Booking.com to ensure we do not display any offensive or inappropriate language. We won't censor your content, but will not approve responses that:
Contain inappropriate, discriminatory or offensive language
Ask guests to book directly with the hotel
Offer discounts on the guest’s next booking or ask them to join a loyalty program
Provide your, or your guest’s, personal details, such as a phone number or email address
Mention the guest’s last name, for privacy reasons
Mention the guest's name at all if the review is anonymous
Refer to a competitor’s website (e.g. TripAdvisor, Expedia, Airbnb, etc.)
Mention your property’s own website
Question the legitimacy of the review/guest
Criticise the reviewer's choice to remain anonymous – this is the customer’s right and an option we provide accordingly
Ask guests to modify or remove their review
Responding to Positive Reviews:
1) Give unique responses
Guests appreciate personal responses. Show that you read their review and are grateful for their feedback by repeating something they mentioned in your response. This lets other guests know that you value feedback and encourages them to leave a good review too.
For example: "Thank you very much for taking the time to review our property. It's always heartwarming to hear that our cooking was appreciated.”
2) Highlight your property’s strengths
When a guest mentions something they appreciated about your property, you can highlight this for other guests by elaborating on it in your response.
For example: “I'm really glad that you liked our swimming pool. We recently renovated it and are happy to hear that our work paid off!”
Responding to Negative Reviews:
1) Don’t take it personally
Even the best properties have guests who will find something to complain about. Remember, vacations can be stressful, especially since they have a time limit. Usually your guests want everything to be just right.
2) Keep calm and stay polite
By being polite and courteous, you can turn a negative review into a positive display of your professionalism for your future guests, which can actually encourage people to book with you.
Objectivity over emotion
If guests misread or ignored important information (for example, related to renovations) mention that the information was shown on Booking.com at the time. That way, you can stay objective and acknowledge the inconvenience without taking the blame.
For example: “I'm really sorry that your stay was compromised by noise from the renovations. We're doing everything we can to minimize the inconvenience, and the dates of the renovations are listed on Booking.com.”
Keep it constructive
Criticism can be turned into something constructive. If a guest complains about something, acknowledge their disappointment and investigate to see if you can make improvements. Thank them for the feedback and mention if you're taking action.
For example: “We're sorry to hear that you were disappointed with the breakfast. We're currently looking into working with a local bakery to provide a better selection of fresh pastries daily.”
Acknowledgement, not blame
Guests writing a negative review often just want to be heard. To defuse their anger or frustration, acknowledge their negative experience. This doesn't mean that you're taking responsibility for upsetting them, but that you're listening to their complaint.
For example: “It's really unfortunate that you were disappointed by the size and general layout of the rooms at our property. Sorry that you weren't satisfied. We're a small, family-run Bed & Breakfast and can't always match the standards of a hotel. We sincerely hope you found accommodations which met your expectations on the rest of your trip.”
Note: You might have noticed that the reply button is missing for some reviews with comments. This is because these comments were removed as they breach our policies for display. These comments are visible on the Extranet but aren't publicly published on your property page.
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