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Responding to a guest review on Pulse

Updated 3 months ago | 3 min read

Reviews are a great way to get valuable feedback and improve your guest offerings for the future. However, there may be times you want to respond to a guest review. You can easily do this via your Pulse app on your iOS or Android device.

In this article

How to respond to guest reviews

To respond to guest reviews, open your Pulse app and follow these steps:

  1. Log in to your Pulse app and choose the More tab
  2. Tap Guest reviews, and from the drop-down menu select Guest reviews
  3. If you manage multiple properties within a group account, choose which property’s reviews you want to see
  4. Select a review to respond to and tap Reply
  5. Write your response and tap Send

Tips for responding to reviews

  • Be personal – don't just write "Thank you" in response to a positive review. Take the time to craft a personalized message. This shows that you care about each of your guests.
  • Less is more – keep your responses concise and to the point.
  • Originality is appealing – make sure every response is unique and specific. A genuine reply is key for maximum customer satisfaction.
  • Change a negative into a positive – be genuine and look for potential opportunities to improve the experience at your property for future guests.
  • Double-check your work – take some time to make sure you've written what you intended. We can remove a response if necessary, but it's always better to get it right the first time around.

Keep in mind that all responses to guest reviews are subject to moderation. Once your response has been reviewed by our team and published on the website, you’ll see a Reply published tag in your list of reviews on Pulse. You can’t respond to reviews which have a score but no written comments.

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