Example replies

Replying to Google reviews for a hotel: 6 example replies

A hotel's reviews are read just before booking: a reply under the review about the noisy room or the cold breakfast is often what reassures the next guest. Here are replies written for them, to adapt to your own.

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A review with its suggested reply and the Copy and Reply on Google buttons

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Type your venue's name: 123Hector reads its Google reviews and emails you the audit a few minutes later.

What these reviews come back to

Noise and sleep
Room cleanliness
Breakfast
Check-in and the reception staff
Value for money of the rooms

6 example replies

Adapt them, never paste them as they are: a reply works because it names what this customer wrote. The reviews and replies are examples written for this page.

★★★★★ A perfect stay

The review: “Spotless room, very comfortable bed and a delicious breakfast with homemade pastries. The reception staff gave us great tips for visiting the city.”
The reply: “Thank you for this lovely review! Our pastry chef will be delighted that the homemade pastries won you over, and our reception team that their tips were useful. We look forward to welcoming you again! The ACME Hotel team”
Why it works: It thanks the right people for the right details, in three sentences.

★★☆☆☆ A noisy room

The review: “Room on the street side, impossible to sleep with the bars below until 1am. And the air conditioning was loud.”
The reply: “Thank you for your review, and we are sorry for that short night. The air conditioning in your room has been checked by our technician. For light sleepers, we recommend asking for a courtyard room when booking: they are much quieter. The ACME Hotel team”
Why it works: It fixes what depends on the hotel and gives the next guests the advice that will let them sleep.

★☆☆☆☆ A room that was not clean

The review: “Hair in the shower and dust under the bed. At €140 a night, unacceptable.”
The reply: “Thank you for your review. You are right, it is unacceptable, and we apologise. Your remarks have been passed on to our head of housekeeping, who has checked the room. We would like to talk about it with you: write to us at [your email address]. The ACME Hotel team”
Why it works: A clear apology, what was done, and the rest dealt with in private: no argument in public.

★★★☆☆ A disappointing breakfast

The review: “Pleasant, well-located hotel, but the €18 breakfast was disappointing: lukewarm coffee and empty dishes after 9:30am.”
The reply: “Thank you for your review and for appreciating the location. Your remarks on the coffee and on refilling the buffet after 9:30am have been passed on to the breakfast team. The ACME Hotel team”
Why it works: Short and precise, without justifying the price: the customer sees that both remarks were heard.

★★★★★ A receptionist named

The review: “A huge thank you to Thomas at reception, who upgraded our room for our wedding anniversary and left a card. Such a lovely touch!”
The reply: “Thank you so much for sharing this! Thomas will be very touched, and the whole team wishes you a happy anniversary once again. We hope to celebrate the next one with you! The ACME Hotel team”
Why it works: It passes the thanks on by name and keeps the warmth of the moment.

★★☆☆☆ An unfair review: the city tax

The review: “They charged us €4 more per night on arrival. Hidden fees!”
The reply: “Thank you for your review. The €4 per night is the city tax, set by the town and collected by every hotel on its behalf; it appears on your booking confirmation. We understand it can come as a surprise. The ACME Hotel team”
Why it works: It corrects the misunderstanding with a fact, without accusing the customer of not reading their booking.

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