Replies for the Google reviews hotels, inns and B&Bs get, from front desk praise to a room that was not ready on time. Swap in your details, keep the specifics, and sign with your own name.
Free plan: 15 AI replies in total, no credit card required.
Thank them for the specific thing they enjoyed and invite them back. A line about the staff member they named goes a long way.
Example review
“Daniel at the front desk recommended a great restaurant and even called ahead for us.”
Reply
Thank you, [Name]! Daniel loves sharing his favorite places, and I'll make sure he sees your review. We hope to welcome you back soon. [Your name], General Manager, [Hotel]
Example review
“We stayed here for our honeymoon and the team made it feel so special.”
Reply
Congratulations, [Name]! Thank you for choosing us for such an important trip. We'd love to have you back for an anniversary. [Your name], [Hotel]
Example review
“The homemade breakfast was the highlight. Those lemon scones!”
Reply
Thank you, [Name]! The lemon scones are [Name of cook]'s recipe, and they'll be thrilled. We hope to bake them for you again. [Your name], Innkeeper, [Inn]
Example review
“Clean, quiet, fast Wi-Fi. Exactly what I need for work trips.”
Reply
Thank you, [Name]! Clean, quiet and good Wi-Fi is exactly what we aim for. We hope to see you on your next trip. [Your name], [Hotel]
Thank them for what went well, be specific about the problem, and say what you are doing about it.
Example review
“Perfect location, but our room faced the street and we heard traffic all night.”
Reply
Thank you, [Name]. I'm glad the location worked for you, and sorry the noise kept you up. [Our courtyard-facing rooms are much quieter, and you can ask for one when you book.] We'd love the chance to give you a better night's sleep. [Your name], General Manager, [Hotel]
Example review
“Nice room once we got it, but it was not ready until an hour after check-in time.”
Reply
Thank you, [Name]. An hour's wait after check-in time is not the welcome we want for anyone. We've [changed how housekeeping prioritizes arriving guests] so rooms are ready on time. I hope you'll stay with us again. [Your name], General Manager, [Hotel]
Apologize, name the problem, and give a named manager and a direct way to reach them. Keep compensation private.
Example review
“Hair in the shower and the sheets did not look fresh.”
Reply
[Name], I'm sorry. Every room should be spotless when a guest walks in, and yours wasn't. I've gone over this with our housekeeping team, and [rooms are now checked by a supervisor before release]. Please contact me at [phone or email]; I'd like to make this right. [Your name], General Manager, [Hotel]
Example review
“Woke up with bites. Found a bed bug on the pillow.”
Reply
[Name], I'm very sorry, and thank you for telling us. We take this seriously. [The room was taken out of service and inspected by a licensed pest control company.] Please contact me directly at [phone or email] so I can follow up with you personally. [Your name], General Manager, [Hotel]
Example review
“Arrived at 11pm and they had given our room away. Sent us to another hotel.”
Reply
[Name], I'm sorry. Arriving late at night to find your room gone is awful, even with another hotel arranged. This should not happen to a guest with a confirmed booking, and we are reviewing how we manage reservations on busy nights. Please reach me at [phone or email]. [Your name], General Manager, [Hotel]
Example review
“There was a resort fee on my bill that nobody mentioned.”
Reply
[Name], thank you for the feedback. Every fee should be clear before you arrive, not at checkout. [The fee covers parking, Wi-Fi and pool access, and it is shown at booking,] but we're making it clearer at check-in too. Please contact me at [phone or email] if you'd like to talk about your bill. [Your name], General Manager, [Hotel]
Example review
“The AC did not work and nobody came to fix it until the next afternoon.”
Reply
[Name], I'm sorry. A hot room and a long wait for help is not okay. [Maintenance is now on call overnight,] and the front desk can move a guest to another room when a repair can't be done quickly. Please reach me at [phone or email]. [Your name], General Manager, [Hotel]
Some reviews are about the booking or a policy rather than the stay. Stay polite and factual.
Example review
“Booked a king room online and got two doubles. Front desk said there was nothing they could do.”
Reply
[Name], I'm sorry. You should get the room you booked, and the front desk should have offered more help. We're [checking that room types from every booking site match ours] so this does not happen again. Please contact me at [phone or email]. [Your name], General Manager, [Hotel]
Example review
“They would not let us check in early even though the room was clearly ready.”
Reply
Thanks for the feedback, [Name]. Check-in is at [time] so housekeeping can prepare every room properly, but when a room is ready early we'll check you in. [You can also request early check-in when you book.] I'm sorry this wasn't explained better. [Your name], [Hotel]
Templates are a starting point. Every review is slightly different, and the best replies mention exactly what the guest said. MagicReply for hotels drafts a reply to each Google review in your property's voice, so you can edit and post it between check-ins. Running a small inn? See MagicReply for inns and B&Bs. With auto-reply rules you can post thank-yous to 5-star reviews automatically and keep every complaint for yourself.
For more on complaints, read how to respond to negative reviews. For other kinds of business, see the general review response templates, or paste a review into the free reply generator.
Connect your Google Business Profile, and MagicReply drafts a reply for each review that you can edit and post in a click.