Cleanliness
How to reply to a cleanliness Google review
Cleanliness is a floor, not a ceiling. A reviewer flagging it publicly is a favour — future customers were about to see the same thing.
Why it matters
A cleanliness reply that names an operational change (hourly check, rota shift) outperforms an apology reply by 40% in follow-on bookings (HappyReplies aggregate, 2025).
Do this
- Move the check to hourly, not shift-based, and say so.
- Thank the reviewer for flagging it, honestly.
- Sign from the manager or owner.
Avoid this
- 'We take cleanliness very seriously.' Everyone says that.
- Blaming the previous customer.
4 templates
1. Restaurant, bathroom
Review
"The bathroom was disgusting."
Reply
"Hi Nadia — thanks for flagging it. I've spoken to the team about the mid-service check on the bathrooms and we've moved it to hourly. I'd rather hear this from you than from twenty silent customers. — Sam, manager"
2. Gym, showers
Review
"Showers not clean enough for a premium gym."
Reply
"Hi — showers on hourly checks is the standard and we've been slipping on Saturdays. That's on the rota from this week. Sorry it wasn't up to it."
3. Bar, sticky floor
Review
"Floor was tacky, bathroom worse."
Reply
"Hi Sam — thanks for flagging it; both are on the hourly check now, not the shift check. Sorry it wasn't clean when you were in."
4. Hotel, bathroom hair
Review
"Bathroom hair, not ours."
Reply
"Hi Nadia — 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. — Sam, GM"
FAQ
- How direct should I be about the failure?
- Very. A soft cleanliness reply reads as evasive. 'That's a housekeeping fail' beats 'we're sorry to hear'.