Tricky situations
Replying to a negative review
Within one or two days of the review, once you've cooled down.
Fields in curly braces, like {name} or {arrival}, are filled in automatically by Guest in touch with the booking details. Fields in square brackets, like [Wi-Fi password], you write once yourself.
Friendly
Hi {name}, thanks for sharing your feedback. We're sorry that [the problem] spoiled part of your stay. We've talked it over with the team and have already [what you did to fix it]. We hope to host you again and show you {property} at its best.
Formal
Dear {name},
thank you for your review. We apologize for [the problem] and would like to let you know that we have already [what you did to fix it]. Our guests' experience matters a great deal to us, and we hope to welcome you again.
Kind regards, {host}
Tips
- Write for future guests, not to win the argument: readers want to see how you handle problems.
- Acknowledge the problem and say what you did to fix it; if the criticism is unfair, calmly correct the facts, without accusations.
- No personal data, no booking details: it's a public reply.
With Guest in touch
With AI replies you can ask for a "friendlier" or "apologetic" draft, then read it over and edit it before posting.
More templates
Replying to a maintenance issueReassure, ask for details and give a clear timeframe.Learn more →Noise complaintPolite but firm, when the neighbors complain.Learn more →Cancellation requestExplain the policy and offer an alternative.Learn more →Item left behindLet them know and arrange shipping.Learn more →
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