Responding to guest reviews shows future guests that you value feedback and take their experience seriously. This guide explains how to write a review response in Holidu, with examples for common review scenarios and answers to frequently asked questions.
What Is the Holidu Review Response Tool?
The Holidu Review Response Tool lets you reply to guest reviews directly from your Holidu host account. You don't need to log in to each booking platform separately.
- You receive an email notification when a guest leaves a review.
- You write your reply in Holidu, where it is checked for clarity and professionalism.
- Your response is published automatically.
Important: once published, a reply cannot be changed. Make sure your message is final before you submit it.
Tips for Writing a Great Review Response
- Start with a thank you. Appreciate the guest for staying at your property and sharing their experience.
- Stay professional and positive. Even when feedback is critical, respond calmly and constructively.
- Address concerns and offer solutions. Show that you care about the guest experience and mention any improvements you have made.
- Avoid defensive language. Keep your reply neutral and focused on solutions.
How Should You Respond to Common Review Scenarios?
What Should You Say If a Guest Criticizes Cleanliness or Comfort?
Acknowledge the guest's experience and mention any cleaning procedures or upgrades you have introduced.
Example response: "Thank you for your feedback. We're sorry to hear that cleanliness did not meet your expectations. We take this seriously and have addressed the issue with our cleaning team. Your comments help us improve, and we appreciate you bringing this to our attention!"
How Do You Reply If a Guest Mentions Limited Amenities?
Reassure the guest and mention any planned improvements.
Example response: "Thank you for your feedback! We always strive to enhance our guests' experience and are working on upgrading our amenities. We appreciate your suggestions and hope to welcome you again soon!"
What Should You Write If a Guest Had Heating or Air Conditioning Issues?
Show understanding and reassure the guest that the issue is being resolved.
Example response: "We're sorry for any discomfort caused by the [heating/air conditioning] system. Our maintenance team has been notified, and we are taking immediate steps to ensure it works properly for future guests. Please know we are always available to address any issues during your stay. Thank you for your feedback!"
How Should You Respond If a Guest Says the Listing Was Misleading?
Acknowledge the feedback and let future guests know that you have reviewed the listing for accuracy.
Example response: "Thank you for your feedback regarding the property description and photos. We're committed to providing accurate information, and your comments have prompted us to review and update our listing to ensure clarity. We appreciate your insights, as they help us improve the experience for all guests."
Frequently Asked Questions About Review Responses
Will Holidu change my reply?
Small edits may be made for clarity and professionalism, but your main message will stay the same.
What happens if my reply needs more work?
The system will let you know if improvements are needed. Once submitted, your reply cannot be edited.
Where can I see my published reply?
You can view it on your property's page on Holidu.com, Booking.com, or Airbnb.
How long does it take for my reply to appear?
Replies usually appear within a few hours. On Booking.com, it can take up to a few days.
Can I change my reply after it is posted?
No. Replies cannot be changed once published, so always double-check your message before submitting.
Can I reply in my own language?
Yes. You can reply in your preferred language, and the system will translate it into the guest's language if necessary.
How long do I have to respond to a review?
Hosts have up to 14 days to respond to a review. After that, replies are no longer possible.
Tip: Keep your responses polite, professional, and personal. They do more than answer the guest. They also build trust with future guests.
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