How to Reply to Booking.com Reviews (Steps, Rules and Examples)

Where to reply to guest reviews in the Booking.com extranet and Pulse app, the language rule that gets replies rejected, and example replies for positive and negative reviews.

How to Reply to Booking.com Reviews

Booking.com reviews sit right next to your price, so they carry real weight in the booking decision. Replying tells the next guest the property is run by people who listen.

Where to reply

In the extranet

1. Log in to the Booking.com extranet.
2. Open Guest reviews.
3. Click Reply on the review, write your message and send it.

In the Pulse app

1. Open Pulse and go to More → Guest reviews.
2. Select the review, write your reply and send it.

You can edit an approved reply later in the extranet. Booking.com checks replies before publishing them, so they don't appear instantly. (Booking.com Partner Help)

The rules that get replies rejected

• Language: reply in the language of the review, or in English. Replies in other languages aren't published.
• Content guidelines: the same guidelines apply to your reply as to the guest's review. Keep it polite, factual and free of personal details.
• What you can reply to: reviews with a title, comments or both.

Example replies

Positive

Thank you, Laura. We're glad the walk to the old town and the breakfast on the terrace made your stay. Our team will be happy to hear it. We'd love to welcome you back.

Negative (noise)

Mark, I'm sorry the street noise kept you awake. A road-facing room isn't right for everyone, and we should have offered you a courtyard room at check-in. Thank you for the kind words about our team. If you stay again, tell us at booking and we'll make sure you have a quiet room.

Non-English (German review)

Vielen Dank, Jonas, für Ihre ehrliche Bewertung. Es tut uns leid, dass das WLAN in Ihrem Zimmer so langsam war. Wir freuen uns, dass Ihnen das Frühstück gefallen hat, und würden Sie gern wieder begrüßen.

Tips specific to Booking.com

• Booking.com reviews are split into positives and negatives. Reply to both parts, briefly.
• Guests see your replies while comparing prices. Short, warm and specific beats long and formal.
• Don't argue about the score. Address the experience; the number is the guest's.

More templates for every platform: hotel review response templates. Or paste a review into the free reply generator for a draft in the guest's language.