Hotel Review Response Templates by Platform (Google, Booking.com, Agoda, Trip.com)

Copy-ready hotel review response templates for positive, mixed and negative reviews, plus the rules each platform enforces: Google, Booking.com, Agoda and Trip.com.

Hotel Review Response Templates by Platform

A good reply does three things: shows a person read the review, deals with what the guest actually said, and leaves the next guest reading it feeling safe to book. The templates below are starting points. Change the bracketed parts every time, because identical replies read as automated.

Each platform also has its own rules. Breaking them gets your reply rejected or hidden, so check the platform guide before you post:

Positive review (5★)

Thank you, [first name]. We're so glad [the detail they mentioned, e.g. the rooftop breakfast] made your stay. [One sentence about that detail from your side, e.g. "Our chef will be delighted to hear it."] We'd love to welcome you back to [city]. [Sign-off]

Why it works: it names the detail, adds one human line, and stays short. Skip "We hope to see you again soon" on its own; everyone writes it.

Mixed review (3–4★)

Thank you, [first name], for staying with us and for the honest feedback. You're right that [the problem, in their words]. [What is true today, e.g. "Rooms on the garden side are much quieter, and we're happy to arrange one if you return."] We're glad you enjoyed [the positive they mentioned]. [Sign-off]

Why it works: it agrees with the specific point, offers something that already exists (not a promise), and ends on what they liked.

Negative review (1–2★)

[First name], I'm sorry [the problem] spoiled your stay. That's not the experience we want anyone to have. [One sentence of context only if it helps the next guest, never an excuse.] I'd like to hear more and put it right; please contact us at [the channel this platform allows]. [Name, role]

Why it works: the first sentence acknowledges the problem, not "Thank you for your feedback". It invites the conversation offline instead of arguing in public.

Review in another language

Reply in the guest's language. A Chinese or Korean review answered in English tells the next reader you didn't try, and Booking.com only publishes replies in the review's language or English. Keep your hotel name and sign-off exactly as they are.

Five rules for every platform

1. Use one detail from the review. It proves a person read it.
2. Lead with the problem on 1–3★ reviews. Thanking first reads as dismissive.
3. Promise nothing you haven't done. "We're renovating soon" becomes the next complaint.
4. No marketing. Discounts and offers in replies get rejected on several platforms and look desperate everywhere.
5. Reply within a few days. Late replies still help, but recent ones show the property is run by people paying attention.

Want a draft now? Paste any review into our free hotel review reply generator; it replies in the guest's language and follows these rules. HoteliaOS drafts a reply for every new review across all five platforms automatically.