Negative reviews can sting, yet they are also a signal. Guests use reviews to decide where to stay, so how you respond matters as much as the rating itself. TripAdvisor reports that 81% of travellers always or frequently read reviews before booking accommodation, so every reply shapes trust and conversions. This guide follows a simple five-step framework you can apply today.
How to respond to negative reviews
Reach out personally
Respond quickly and use the guest’s name. Keep it human and specific. Avoid “Dear Guest”.
Try:
- “Hi Alex, thank you for your feedback. I’m sorry this fell short.”
- “Kia ora Priya, I appreciate you letting us know. I’m here to help.”
- “Hello Minh, I’m the manager at [Property Name]. I’d like to fix this with you directly.”
Apologise politely
Start with a clear, sincere apology for the exact issue the guest raised. Acknowledge their experience and show you care.
Try:
- “Hi Jordan, I’m truly sorry about the noise you experienced during your stay. That is not the standard we set or expect.”
- “Thanks for sharing this, Emily. I’m sorry the check-in instructions were unclear. I understand how frustrating that is after a long trip.”
- “Hello Sam, I’m sorry the room was not as spotless as it should be. We appreciate you bringing this to our attention.”
Explain responsibly
Start by acknowledging the problem. If there are multiple points, mirror the guest’s list—note each item and how you’ll address it. Give context without making excuses. Reassure guests that you hold high standards, avoid canned replies, and spell out what will change (and when).
Try:
“We’re sorry your stay fell short. From your notes, we’ve logged three issues and actions:
• Lift outage: repairs completed the same night; we’ve added an SMS alert for real-time updates.
• Housekeeping—missed balcony: team lead retrained, double-signoff added, extra spot checks scheduled this month.
• Overnight noise: deliveries reduced after hours; maintenance moved to daytime to protect quiet hours.”
Other examples:
“We had an unexpected lift outage on the night you arrived. Our team arranged repairs and we have introduced a new SMS alert for real-time updates to prevent confusion.”
“Our housekeeping checklist missed the balcony in your room. We have retrained the team leader, added a double-signoff step, and scheduled extra spot checks this month.”
“We reviewed your comments with our overnight staff. We have reduced after-hours deliveries and moved maintenance to daytime to protect guest quiet hours.”
Solve the problem directly
Offer a path to resolution inside the response. Include contact details, alternatives, or compensation where appropriate. This also discourages competitor interference and shows other readers that you act.
Try:
- “Please email me at manager@[property].com or call 02 0000 0000. I’d like to arrange a partial refund and invite you back.”
- “We have moved your next stay to a courtyard suite at no extra charge. Please DM us to confirm dates.”
Take action immediately
Use negative feedback as a roadmap. Fix what affects guest experience now and tell guests what changed. It shows you value reviews and are improving the property.
Practical actions:
- Prioritise issues that repeat in reviews.
- Add a rapid-response checklist for cleans, maintenance, access, and noise.
- Close the loop publicly: “We have now [specific fix] and will re-audit in 14 days.”
Example responses you can adapt
1) Cleanliness issue
“Hi Tahlia, thank you for flagging the marks you found on the balcony table. I’m sorry this fell short of our standard. I have spoken with our housekeeping lead and added a second sign-off for outdoor furniture. We have also scheduled a deep clean of the balcony area this week. I’d like to make this right for you. Please contact me at manager@[property].com so I can arrange a $80 cleaning credit and offer you a complimentary late checkout on your next stay. Your feedback helps us improve for every guest. Thank you again for helping us lift our standard.”
2) Noise complaint
“Hello Chris, I’m sorry your sleep was disrupted by neighbouring renovations. We want every stay to be restful. We’ve updated our pre-arrival notes with the building’s renovation schedule and have moved noisy maintenance to daytime only. If you are open to returning, I will personally allocate a quiet courtyard suite and add a late checkout at no charge. Please reach me at 02 0000 0000 or manager@[property].com so I can arrange this. Thank you for giving us the chance to improve.”
How to avoid getting negative reviews
Prevention is the most reliable way to protect ratings and reputation.
- Maintain service quality: Standardise cleans with checklists, photo sign-off, and spot audits.
- Monitor platforms regularly: Set alerts on Airbnb, Booking.com and Google so you can reply within 24 hours.
- Embrace reviews as growth tools: Track themes by category such as cleanliness, access, Wi-Fi, noise, and amenities. Fix the root cause first.
- Encourage happy guests to post: Follow up within 24 hours of checkout with a thank-you message and a direct link to review. Small gestures in-stay, like early check-in or a welcome snack, increase positive sentiment and review rates.
Why your reply matters
A thoughtful, prompt response can offset the damage of a poor rating. Many prospective guests read the owner’s reply to assess professionalism and care. TripAdvisor’s data shows the vast majority of travellers read reviews before booking, so your public response is a reputation asset that converts lurkers into bookers.
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