What to watch out for
- 1Never confirm room numbers, dates of stay, or who the guest traveled with.
- 2For cleanliness complaints, describe the specific action taken (housekeeping review, room inspection).
- 3Invite repeat stays, but don't offer upgrades or discounts publicly.
Example replies
Weekend getaway
5 starsPerfect anniversary weekend. Front desk left a handwritten card and the rooftop view was stunning.
Reply
Happy anniversary! We're so glad our team could make your weekend feel special, and that the rooftop lived up to the hype. We'd love to welcome you back for the next one.
Why it works: It's personal and occasion-aware, and it highlights a feature without overselling.
Street noise
3 starsGreat location and friendly staff but our room was loud from the street.
Reply
Thank you for the feedback and the kind words about our staff. Being downtown has its tradeoffs, and we're sorry the noise affected your rest. Next time, just ask for a courtyard-side room when you book and we'll do our best to arrange it.
Why it works: It's honest about the tradeoff and gives future guests a useful tip.
Dirty room
1 starsFound hair in the bathroom and the sheets had stains. Disgusting.
Reply
We're very sorry. That falls well below our standards. We've shared your feedback with our housekeeping manager and re-inspected our turnover checklist. Please contact me directly so I can follow up personally.
Why it works: It's serious and specific about the fix, and offers to follow up personally.
FAQ
Should the general manager sign replies?
Yes, ideally. A named manager's reply reads as more accountable than one from 'Management.'