How to respond to a mixed 3-star review for hotels
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to hotels
Future guests read replies before booking. Address the issue and say what changed, so the reply works as a reassurance for the next guest.
- Common complaints
- noise at night, a room not matching the photos, slow check-in
- Common praise
- the spotless room, the helpful front desk, the location
Example reply
The spotless room was great, but noise at night really took away from it.
Thank you for the honest feedback. We're glad the spotless room stood out, and we're sorry noise at night let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your hotel name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep