How to respond to a positive review for hotels
Replying to 5-star reviews tells happy customers they were heard and gives search engines and future customers fresh, specific content.
Step by step
- 1
Thank them by name if they used one.
- 2
Echo the specific thing they enjoyed.
- 3
Add a small personal touch, such as a nod to the team member they mentioned.
- 4
Invite them back or mention something they might enjoy next time.
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
AA guest
Google review
Loved it here. The spotless room made the whole visit, and the helpful front desk was a bonus. Will be back!
Thank you so much for the kind words! We're thrilled to hear the spotless room made your visit, and we'll pass your note on to the team. They'll be delighted. We look forward to seeing you again soon. - The team at [Your hotel name]
What to avoid
- ✕One-word replies like "Thanks!"
- ✕Stuffing keywords or links into the reply
- ✕Turning the reply into an advert