How to respond to negative hotel reviews
Future guests read your replies before they book. A calm, specific reply to a 1★ review shows them how you handle problems.
Write 3 replies with the free generator
What hotel guests complain about
Hotel reviews are concrete: the room, noise, cleanliness, check-in, the breakfast, and charges such as deposits or city taxes. Your reply should name the issue the guest raised, in their words, so it is clear you read it.
The rules
- Thank the guest, even for a 1★ review.
- Name the specific issue (noise, the bathroom, the deposit).
- Say you are sorry they were disappointed. Do not admit fault before you have checked what happened.
- Never post booking details, room numbers, dates of stay or anything from the reservation.
- Move disputes about charges to email or phone. Do not argue amounts in public.
- Do not promise an upgrade, refund or free night unless you are actually offering it.
- Never make a refund, discount or freebie conditional on the customer changing or deleting the review. In the US the FTC's rule on reviews (in force since 21 Oct 2024) bans incentives conditioned on a review's sentiment and bans suppressing reviews through threats or intimidation (FTC).
- Google reviews your reply before it appears (usually within minutes), shows it publicly as the business and notifies the customer, who can then edit their review (Google).
What not to write
- “No other guest has complained about this.”
- “Our records show you checked in at 23:40.”
- “We have checked the cameras.”
- A copy-paste reply used on every review.
Example replies
Illustrative example, not a real review
Review (2★): Lovely location but the room above the bar was so loud we barely slept.
Example reply:
Hi Sarah,
Thank you for taking the time to write this. I'm sorry the noise from the bar kept you awake; a good night's sleep is the least a hotel should give you. Could you email us at [email]? I'd like to hear which nights this was and look into it properly.
– [Name], [Hotel]
Illustrative example, not a real review
Review (1★): Hair in the shower and the towels smelled. Not acceptable at this price.
Example reply:
Hi Tom,
Thank you for telling us. I'm sorry to hear you were disappointed with the cleanliness of your room. We take this seriously and want to understand exactly what happened. Please contact me directly at [phone or email].
– [Name], [Hotel]
Illustrative example, not a real review
Review (1★): Two weeks later and my deposit still hasn't been returned.
Example reply:
Hi Ana,
Thanks for flagging this. I'm sorry you're still waiting. We can't discuss payment details here, so please email [email] with the name on the booking and we'll look into it straight away.
– [Name], [Hotel]
Illustrative example, not a real review
Review (3★): Great breakfast, friendly staff, but check-in took 40 minutes.
Example reply:
Hi Marco,
Thank you for the review. It's great to hear you enjoyed the breakfast and the team. I'm sorry check-in took so long; that is not the welcome we want to give. If you're happy to share more, you can reach me at [email]. We hope to welcome you back.
– [Name], [Hotel]
Write 3 replies with the free generator
Replies written for your real reviews
Paste your Google Maps link at checkout. We pick your 20 most recent unanswered 1–2★ reviews and write a calm, specific owner reply to each, in the reviewer's language, ready to paste into your Google Business Profile. Delivered by email, usually within 24 hours.
20 ready replies to your real bad reviews – €9 Sample PDF
Want the whole profile checked, not only the replies? The Google Business Profile audit is €19 (launch price, €49 from 1 Dec 2026).
Other industries
Dentists · Doctors and clinics · Lawyers · Auto repair shops · Hair and beauty salons · Plumbers · Real estate agents · Gyms and fitness studios · E-commerce and Shopify stores · Restaurants · App developers · All guides
Sources
- Google Business Profile Help: Manage customer reviews
- FTC: final rule banning fake reviews and testimonials (Aug 2024)
- 16 CFR 465.7: review suppression
- Maps user contributed content policy
FAQ
Should I mention the room number or dates in my reply?
No. Replies are public. Keep booking details out and ask the guest to contact you.
Can I offer a free night if the guest updates the review?
Do not make anything conditional on the review. In the US the FTC rule bans incentives conditioned on a review's sentiment. You can fix the problem; whether the guest edits the review is up to them.