Responding to negative hotel reviews: a playbook
Defuse tension and protect rankings with a simple framework, practical scripts, and escalation rules your team can follow.
Why this matters
ACK‑OWN‑FIX‑INVITE
Acknowledge the issue, own what you can, explain the fix, invite the guest back.
Protect conversions
Timely, thoughtful replies reduce booking loss from recent negatives.
Core guidance
- Do’s and don’ts — empathy over defensiveness; specifics over boilerplate.
- Examples — scripts for cleanliness, noise, staff, billing.
- Escalation — when to involve managers or legal.
- KPIs — response time, % responded, post‑reply sentiment.
Expected outcomes
- Faster first responses to tough reviews.
- Fair, simple language that calms the situation.
- Steadier rankings on busy platforms.
Platforms we cover
FAQ
- How fast should we reply? Aim under 12 hours; track SLAs in the inbox.
- How do we escalate severe complaints? Tag and route to managers instantly with rules.
- Can AI draft the first version? Yes—generate drafts and require approval before publishing.
- Does this admit fault? Use empathy and facts; legal review stays available for edge cases.