How to Respond to Google Reviews as a Hotel (Steps and Examples)

How hotels reply to Google reviews in Google Business Profile, what Google allows, why replies now matter for AI search, and example replies.

How to Respond to Google Reviews as a Hotel

Google reviews are the first thing many travellers see, on Search and on Maps. Google's AI features and assistants like ChatGPT can also draw on them when deciding which hotels to mention, so your replies are part of that picture.

Where to reply

1. Sign in to your Google Business Profile (search your hotel name on Google while logged in, or use the Business Profile manager).
2. Open Reviews and choose the Haven't replied tab.
3. Click Reply, write your response and click Post reply.

Your reply appears under the review on Search and Maps, labelled "Response from the owner". (Bookassist guide)

If a review breaks Google's policies (spam, conflict of interest, offensive content), use the three-dot menu next to it and choose Flag as inappropriate or report it. Don't argue with it in a reply.

What Google expects

• Courteous and personal. Replies are public and permanent.
• Short. Long replies overwhelm readers.
• No selling. Don't use replies for offers or ads.

Example replies

Positive

Thank you, Sofia! We're so happy the sunset from the rooftop was the highlight. Our team will be thrilled. Hope to see you back in Penang.

Negative (service)

Daniel, I'm sorry you waited so long for your airport pickup. That's not the welcome we want for anyone. I've spoken to our transport team about it. Please reach us at [email] so I can make it right.

Star rating with no text

Thank you for the five stars, Ana. We're glad you enjoyed your stay.

Why Google replies matter more now

When a traveller asks Google's AI Mode or ChatGPT "where should I stay in [your town]?", the answer is built partly from reviews. Unanswered complaints and a thin, old review base give AI less reason to mention you. Answered reviews and fresh ones give it more. Want to see where you stand? Try the free hotel AI visibility checker.

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