Booking.com
Booking.com review reply templates
Booking.com is one of the largest accommodation booking platforms globally. Your replies appear publicly on your property page and influence booking decisions. These templates follow Booking.com's guidelines and are calibrated for hotels, B&Bs, and short-stay properties.
Booking.com reply rules
- Replies must be submitted through the Booking.com Extranet within 7 days.
- Never include email addresses, phone numbers, or URLs in the reply.
- Do not mention guest names or booking details publicly.
- Flag inappropriate reviews through Booking.com's partner support, not in the reply.
- Keep replies concise and professional — long responses are truncated on mobile.
Tone notes
Warm, professional, and guest-focused. Sign from a named GM or front-desk manager. Future guests read these replies before booking.
6 templates
1. 5-star, hotel stay
Review
"Perfect stay, friendly staff, great location."
Reply
"Dear guest — thank you for the kind words. I'll share your feedback with the team, and we hope to welcome you back soon. Warm regards, Sam, GM"
2. 3-star, mixed
Review
"Room was clean but breakfast was limited."
Reply
"Dear guest — thank you for the balanced feedback. We're reviewing our breakfast offering this quarter and your note will feed into that. Warm regards, Priya, front office manager"
3. 1-star, noise complaint
Review
"Could not sleep because of construction noise."
Reply
"Dear guest — a sleepless night is not the stay you booked. We sincerely apologize and would like to make this right. Please contact us through your Booking.com account so we can follow up directly. Warm regards, Sam, GM"
4. Cleanliness issue
Review
"Bathroom had mold in the shower."
Reply
"Dear guest — this falls well below our standards. We've addressed this with housekeeping and would like to follow up with you directly. Please reach out through your Booking.com account. Warm regards, Priya, housekeeping manager"
5. Fake / no-show
Review
"Never stayed here, terrible place."
Reply
"Dear guest — we have no record of a stay matching this review and have reported it to Booking.com partner support for verification. Warm regards, Sam, GM"
6. Follow-up after return visit
Review
"Came back and the service was much better."
Reply
"Dear guest — thank you for giving us another chance. We're delighted the second stay was a better experience. Warm regards, Sam, GM"
FAQ
- How long do I have to reply to a Booking.com review?
- Properties have 7 days from the review date to submit a reply through the Booking.com Extranet.
- Can I edit a Booking.com reply after posting?
- No. Once submitted, replies cannot be edited. Draft carefully before submitting.
- Should I reply to every Booking.com review?
- Yes. Response rate and reply quality are signals guests consider when choosing a property.
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