How to Respond to Negative Guest Reviews (with Examples)

Your reply is written for future guests more than for the reviewer. Stay brief, specific and calm.

The 4-step reply

1. Thank the guest and use their name
2. Acknowledge the specific issue without excuses
3. Say what you changed or will change
4. Invite them to contact you directly. Keep any back-and-forth off the platform

Example

"Thank you, Anna. You're right that the shower pressure in room 4 wasn't good enough. We've replaced the mixer since your stay. We'd be glad to welcome you back. Please email us directly at [email]."

Avoid

• Arguing or revealing private booking details
• Copy-paste replies
• Offering refunds in exchange for edits. Platforms prohibit this

When a review breaks the rules

Each platform has a content policy and a way to report reviews (e.g. hate speech, personal data, conflicts of interest). Use the official reporting route rather than replying in anger.

Official sources

• Booking.com Partner Hub
• Airbnb Help Center
• Google Business Profile Help

Last reviewed 29 October 2026. This guide is general information, not legal or tax advice. Check the linked official sources for your case.