Hotels
Hotel review reply templates (6 real examples)
Hotels get long, detailed reviews. Replies should mirror the effort: name the room block, the season, the specific staff member praised, and always give an email to escalate.
What hotels get reviewed on
- Noise (street, thin walls, neighbours)
- Breakfast quality
- Check-in wait
- Cleanliness of the bathroom
- Wi-Fi and heating
Tone notes
Formal-warm, from a named duty manager or GM. Never 'The Team'.
6 templates
1. 5-star, standout stay
Review
"Rooftop room, faultless service, breakfast worth staying an extra night for."
Reply
"Hi Priya — the rooftop rooms are our favourites too. I'll pass this to Sofia at breakfast and to Marc who handled your late check-in. See you next time. — Nadia, duty manager"
2. Thin walls / noise
Review
"Room was lovely, walls thin, could hear the room next door."
Reply
"Hi Sam — the front rooms sit above the street and we can offer quieter rear-wing rooms if you flag it at booking. Email hello@ourhotel.com and I'll add a note to your file for any future stay. — Nadia"
3. Breakfast
Review
"Breakfast was underwhelming for the price."
Reply
"Hi Alex — breakfast is what people remember, and 'underwhelming' is the honest word. We changed our breakfast supplier in May. If you'd like to see if the view holds, email me and I'll add a complimentary breakfast to your next stay. — Nadia"
4. Check-in wait
Review
"Waited 30 minutes to check in on a Sunday."
Reply
"Hi Chris — 30 minutes at check-in is 30 minutes into your break, not ours. We've added a Sunday desk cover from this month. Sorry for the start it gave you."
5. Cleanliness
Review
"Bathroom hair, not ours."
Reply
"Hi Nadia — thank you for flagging it, that's a housekeeping fail and I've re-briefed the team. I'd like to offer you a proper stay to reset the impression — email me directly. — Sam, GM"
6. Wi-Fi / heating
Review
"Wi-Fi dropped constantly and the heating was stuck at 25."
Reply
"Hi Jamie — the Wi-Fi work is done as of last week; heating is on a smart-thermostat rollout that finishes this month. Sorry it interrupted your stay."
FAQ
- Should hotel replies acknowledge the room number?
- The block or floor, not the exact number. It reads as attentive without exposing another guest's stay pattern.
- How long should a hotel reply be?
- Two to four sentences for standard reviews, five to six for detailed 1-2 star reviews. Anything longer reads as PR.
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