Respond to reviews

Responding is the highest-leverage habit in reputation management: travelers are measurably more likely to book hotels whose management responds.

How to respond

1. Open Reviews in your dashboard and click Respond on any review.
2. Write your reply, or click Draft with AI for a starting point. The draft thanks the guest by name, acknowledges the specific issues they raised, and commits to a concrete follow-up on the worst-rated aspect. It is always editable; nothing publishes without you.
3. Click Publish response. It appears with your name and the date.

Anyone on your team can respond, managers and associates alike. Responses can be edited or removed at any time.

Where responses appear

Your response is attached to the review and shown wherever that review is displayed. Guests reading your rooms see that management is present and listening.

A rhythm that works

You don't need to answer everything. The industry norm is simple: respond to every low review within 24 to 48 hours, and to a meaningful share of the positive ones. Turn on low-review alerts and the bad ones come to you the moment they land.