How to Respond to Agoda Reviews (Steps, Agoda's Rules, Examples)

How to reply to guest reviews in Agoda's partner portal, what Agoda rejects (contact details, full names, room types), approval times, and example replies.

How to Respond to Agoda Reviews

Agoda is the biggest OTA for many hotels in Southeast Asia, and its guests read reviews closely. Agoda also moderates replies more strictly than most platforms, so it pays to know the rules.

Where to reply

1. Sign in to Agoda's partner portal. If you manage several properties, choose the property from Listings.
2. Go to Performance → Guest reviews.
3. Click Reply on the review.
4. Write your message and click Submit reply.

To change it later, open the same page and click Edit reply. New replies show as Pending approval and can take up to 48 hours to be checked. (Agoda Partner Hub)

If your account uses the older YCS extranet, the menu names may differ slightly; look for the guest reviews section.

What Agoda rejects

Agoda's guidance says replies may be rejected when they include:

• Contact details such as phone numbers or emails. Guests can reach you through Agoda messaging, the booking voucher or Agoda customer service.
• Personal details: the guest's full name, nationality, room type or stay dates. A first name is fine.
• Profanity, personal attacks or libel.
• Excessive or irrelevant information, including marketing language.

Example replies

Positive

Thank you, Mei. We're delighted you enjoyed the pool and the staff's local tips. We hope to welcome you back soon.

Negative (cleanliness)

Thank you for telling us, Arjun, and I'm sorry the bathroom wasn't up to standard when you arrived. That isn't acceptable, and I've shared your comments with our housekeeping manager. We'd be glad to show you a better stay next time.

Note what's missing from the negative reply: no room number, no dates, no phone number. That's deliberate, because Agoda would reject it otherwise.

Thai review

ขอบคุณมากค่ะ คุณนิด ที่แบ่งปันประสบการณ์ เรายินดีที่คุณชอบอาหารเช้าและบริการของพนักงาน หวังว่าจะได้ต้อนรับคุณอีกครั้งนะคะ

Tips specific to Agoda

• Name a manager, not a phone number. "I've shared this with our front office manager" shows ownership without breaking the rules.
• Vary your wording. Agoda specifically advises against reusing the same reply.
• Keep it short. Agoda asks for concise replies without marketing.

More templates: hotel review response templates by platform. Draft one in seconds with the free reply generator.