Responding to guest reviews

Guests who’ve stayed at your property can leave a review and a rating out of ten. These reviews are a great way to get feedback on how to improve your property and service for future guests. You can respond to guest reviews via the Extranet or Pulse app. Your responses are reviewed by our team before they’re published.

In this article:

Responding to guest reviews

You can respond to guest reviews in either the language of the review or in English. Responses in other languages won’t be published. You can respond to guest reviews that have either a title or comments. You can respond to guest reviews via the Extranet or Pulse app, but you can only edit or remove existing responses on the Extranet.

Follow these steps to respond to reviews on the Extranet:

1. Log in to the Extranet
2. Under Guest reviews, click Guest reviews
3. Under the guest review you want to respond to, click Reply
4. Type your response, then click Send

Follow these steps to respond to reviews in the Pulse app:

1. Open the Pulse app on your mobile device
2. Tap More
3. Tap Guest reviews, then Guest reviews
4. Tap on the review you want to respond to
5. Type your response, then tap Send

Follow these steps to edit or remove an existing response:

1. Log in to the Extranet
2. Under Guest reviews, click Guest reviews
3. Under the review you want to respond to, click View your approved response
4. Click Edit and make your changes
5. Click Send

General tips for responding to guest reviews

• Make your message as personal as possible to show you take the time for your guests.
• A polite and courteous reply makes you look positive and professional, especially when responding to a negative review.
• Keep your responses short and to the point, and make sure what you write is true and accurate.
• Write original responses to your guests. Be specific to make your responses more genuine.
• A genuine response with a positive attitude can turn a negative review around and can be especially impactful for potential guests reading the reviews.
• People who’ve had a negative experience may just want to be heard. Acknowledge their negative experience and, if possible, let them know what you’re doing to improve. This shows them—as well as other potential guests—that you take your guests seriously and listen to their feedback.
• Read our content guidelines available here to better understand our content moderation rules. Our guidelines apply to replies and reviews, keeping our platform appropriate for a global audience.

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