Respond to reviews

Hotel Review Response Examples: 16 Templates for Good and Bad Reviews

16 hotel review response examples for Google: cleanliness, noise, check-in, breakfast, OTA bookings, resort fees. Positive and negative replies to adapt.

By Oz IlyasFounder of Revys

Published October 19, 2026

Contents

Travelers reading hotel reviews want to know one thing: will I sleep well here? Your replies matter as much as the reviews, because they show how your team reacts when a room isn't ready or the AC dies in July. Here are 16 templates for situations specific to hotels, with placeholders to swap: [Name], [room type or service], [season], [team member].

How should a hotel respond to reviews?

Talk about the stay, not the hotel in general. Hotel reviews often cover several things at once (room, breakfast, front desk): answer the most important point, then thank them for the rest.

Four rules that matter in hospitality:

No stay details: no room number, dates, other guests' names or rate paid. Google's policy bans personal information, and future guests don't need it.
One concrete fix: "we replaced the mattresses in that room category", "our housekeeping manager now checks every room before release". That's the line readers remember.
A management signature: the general manager or director of operations, with a direct email. Not the reservations inbox.
Reply in the guest's language: hotels get reviews in Spanish, German, French and more. Answer in that language when you can.

In BrightLocal's 2026 survey, 80% of consumers said they're more likely to use a business that responds to all its reviews. For the overall process, see how to respond to Google reviews.

Positive hotel review response examples

1. Great stay, room praised

Thank you, [Name], for the lovely review. We're so glad [the room with the view / the quiet courtyard] made your stay a good one. We'd love to welcome you back next time you're in [city].

2. Breakfast mentioned

Thanks, [Name]! Our breakfast team will be thrilled: [the pastries from the bakery down the street / the made-to-order omelets] are their pride and joy. See you for another good morning soon.

3. Front desk agent named in the review

Thank you, [Name]! We passed your kind words on to [team member], who was really touched. A warm welcome at check-in is exactly what we aim for. Hope to see you again.

4. Business traveler

Thanks for the feedback, [Name]. Fast wifi, a quick check-in and early breakfast: glad the essentials were all there for your trip. We'll be happy to host you next time you're in [city].

5. Family vacation

Thanks, [Name]! So glad [the family suite / the rollaway bed / the pool] was a hit with everyone. [Summer] is coming up, and we'd love to have you back.

6. Four stars with a note about parking or the neighborhood

Thanks for the four stars, [Name]. You're right, parking around here isn't easy: [the public garage on Main Street, a five-minute walk, has a daily rate]. We now include that in our confirmation email. Hope to see you again.

Negative hotel review response examples

7. Room wasn't clean

Hi [Name], thank you for telling us, and we're sorry. A room that isn't spotless at check-in isn't acceptable. Our housekeeping manager has tightened the inspection before every room is released. If you're open to it, email me at [email]: I'd like to talk this through. [Your name], General Manager

8. Noise (street, neighbors, construction)

Hi [Name], we're sorry the noise from [the street / the room next door] cost you a good night's sleep. We've [added double-pane windows to street-facing rooms / reminded guests of our quiet hours]. Next time you book, ask for a [courtyard-side] room and we'll prioritize it. [Your name], General Manager

9. Long wait at check-in or room not ready

Hi [Name], waiting [an hour] at check-in after a long trip is exhausting, and we're sorry. That day, [several late check-outs delayed housekeeping], but we should have offered you a solution. We now [store bags and offer a drink in the lobby when rooms are running late]. [Your name], General Manager

10. Disappointing breakfast

Hi [Name], thanks for the honest feedback on breakfast. [The buffet wasn't restocked after 9:30], and that's not what we want to offer. We've [added a team member until the end of service]. We'd love the chance to change your mind. [Your name], General Manager

11. Something broke (AC, hot water, elevator)

Hi [Name], [an AC unit failing in the middle of summer] is a real problem, and we apologize. Our maintenance team fixed it [the next day] and the unit has been replaced. We should have moved you to another room faster, and we've reminded the overnight team. [Your name], General Manager

12. Room didn't match the photos

Hi [Name], thanks for being upfront. We understand the disappointment: the [room type] wasn't what you expected. We've [updated the photos and description for that room type]. Email me at [email] if you'd like to talk it over. [Your name], General Manager

13. Rate or terms on a booking made through Expedia, Booking.com or another site

Hi [Name], thanks for your message. Rate and cancellation terms depend on the rate selected at booking, whether it was made on our website or a travel site. We understand that can be confusing. Email me at [email] with your confirmation number and I'll look at your reservation personally. [Your name], General Manager

Never post the confirmation number or the amount paid: ask for them privately.

14. Resort fee, deposit or incidentals complaint

Hi [Name], an unexpected charge at check-out is frustrating, and we get it. [Our resort fee covers parking, wifi and pool access / The incidentals hold is released within X days]. We're making it clearer at booking. To go over your folio, email me at [email]. [Your name], General Manager

15. Reviewer who never stayed with you

Hi, thanks for your message. We can't find a stay matching your description. Could you email us at [email] so we can understand what happened? [Your name], General Manager

Report it to Google if it looks fake: reviews that aren't based on a real experience break its policy.

16. Review in another language (Spanish example)

Hola [Name], gracias por su comentario y lamentamos que [la habitación no estuviera lista a su llegada]. Nuestro equipo ha [revisado el proceso de check-in]. Escríbame a [email] para darle seguimiento personalmente. [Your name], Gerente General

Quick reference: hotel review topics and how to answer

Review topic	Fix to mention	Never write
Cleanliness	Housekeeping inspection, process tightened	"This is the first time we've heard this"
Noise	Quiet-side room on request, soundproofing	"It's a lively neighborhood, what did you expect?"
Check-in, waiting	Bag storage, a way to wait comfortably	Names of the staff on shift that day
Breakfast	Restocking, hours	Buffet prices
Rate, OTA booking	A private look at the reservation	Amount paid, confirmation number
Broken equipment	Repair done, room move	"The guest never told the front desk"

What Revys does for hotels, and what it doesn't

Revys brings the reviews on your Google Business Profile into one place, alerts you to every new one and drafts replies with Revys AI review replies (Pro plan, $7.90/month for one location). By default, replies follow the language of the review, which helps with international guests. Replies are published to Google through the official API, after your approval or automatically for 4- and 5-star reviews if you choose.

To try it on a real review, paste it into the free AI review response generator. For situations every business deals with, see our negative review response templates and 25 positive review response examples. If your hotel has a restaurant open to the public, our restaurant review response examples cover waits, allergies and reservations.

To get more happy guests to write, add your Google review link to the post-stay email, using our review request templates for SMS and email. Everything else (your profile, showing reviews, AI) is on our page on Google reviews for hotels.

FAQ

How do you respond to a negative hotel review?

Thank the guest, name the specific issue (cleanliness, noise, a slow check-in), apologize if it's real, say what the team changed, and give the general manager's email. Keep it to three to five sentences and sign with a name and title.

How do you reply to a positive hotel review?

Thank them by first name, mention what they enjoyed (breakfast, the view, a team member at the front desk) and invite them back, maybe for a different season. One to three sentences is enough.

How should a hotel respond to a complaint about a booking made on Expedia or Booking.com?

Explain that the rate and cancellation terms depend on the rate selected at booking, whichever site it was made on, without blaming the guest or the platform. Then offer to look at the reservation privately.

Should a hotel reply include the room number?

No. Room numbers, stay dates and the names of other guests are personal information. Google's content policy prohibits sharing it, and future guests don't need it.

Can Revys reply to Booking.com, Expedia or Tripadvisor reviews?

No. Revys handles the reviews on your Google Business Profile. Booking.com, Expedia and Tripadvisor reviews are answered from each platform's partner tools, under their own moderation rules.