Free templates for hotels and rentals
Hotel review responses and guest complaint replies: templates
Replies to positive and negative reviews, and messages for the complaint a guest raises during the stay, before it becomes a review. Replace the words in [brackets]. Click a template to select it.
Answer the complaint before the review
A complaint during the stay is the moment to act, while the guest is still there and before it becomes a review. Complaints are rare in our data, and Una passes them to your team with the details.
Everything is good except the windows: I can hear the wind all the time.
I understand how uncomfortable that constant wind noise can be. It's related to the window sealing, so our maintenance team needs to check it on site. Could you tell me your name and booking number, so I can pass it to them?
Five steps for a complaint during the stay
- Acknowledge what the guest said, in their words.
- Say what happens next and who does it.
- Pass it to the right person with the room or unit, the problem and the guest's contact.
- Give a realistic time only if you know it.
- Follow up after it is fixed.
Complaint received
Hi [Guest name], thank you for telling us. I'm sorry about [the problem]. I've passed it to our [maintenance / housekeeping] team, who will [check it / come to your room] [today at time / as soon as possible]. I'll update you here.
After the fix
Hi [Guest name], our team has [fixed the problem]. Could you please check that everything is fine now? If not, reply here and we'll come back straight away.
Replies to positive reviews
Thank you, [Guest name], for staying with us and for your kind words about [the detail they mentioned]. We'll pass your thanks to [the team / name]. We hope to welcome you back.
Thank you for the five stars, [Guest name]! We're glad [the room / the location / breakfast] made your trip easier. See you next time in [city].
Replies to negative reviews
A problem you have fixed
Dear [Guest name], thank you for your review. You're right that [the problem]. We have since [what you changed]. We're sorry your stay was affected, and we hope you'll give us another chance. [Name], [title]
A problem outside your control
Dear [Guest name], thank you for taking the time to write. [Construction next door / the weather] affected your stay, and we understand how frustrating that is. We [now tell guests about it before arrival / offer a quieter room on request]. [Name], [title]
A review you disagree with
Dear [Guest name], thank you for your feedback. We're sorry the stay didn't meet your expectations. Our records show [neutral facts]. We would like to understand more; please contact us at [email]. [Name], [title]
A reply on Airbnb
Thanks for staying, [Guest name]. We're sorry about [the problem]. [What you did or changed.] Future guests: [the useful fact, such as parking or stairs].
On Google, Booking.com and Tripadvisor the same rules apply: short, specific, signed, and with no guest details.
Tips
- Reply within a few days, with a real name and title.
- One specific detail from the review shows you read it.
- No guest details in public replies: no dates, room numbers or payments.
- Say what changed, not only that you are sorry.
Questions about review responses
Reply to all negative reviews and to as many positive ones as you can. A short, specific reply is better than a long template.
Keep it short and factual, say what you changed, and add one fact that helps future guests. Don't argue or share details of the stay.
Acknowledge it, say what happens next, pass it to the right person with the details, give a time only if you know it, and follow up after the fix.
Una takes the complaint at any hour, acknowledges it and passes it to the right person with the room, the problem and the guest's contact, marked urgent when it is. Refunds and compensation are decided by your team.
Catch the complaint before the review
Una answers guests at any hour and passes problems to your team with the details. See guest requests and tasks. More templates: hotel guest messages and Airbnb messages.