Replying to Reviews from Booking.com & Airbnb

Review Response Tool from your Holidu account

This feature allows you to respond directly to guest reviews left on Booking.com & Airbnb. Whether you want to express gratitude for their stay or address any concerns, your responses show that you value their feedback. Engaging with guests in this way can boost their satisfaction and increase the chances of future bookings.

Key Features

• Email Alerts: You’ll receive an email whenever a guest leaves a review.
• Quick Response: Use your Holidu account to write your reply.
• Helpful Feedback: The system checks if your response covers the guest’s concerns.
• Final Review: We review your reply to make sure it meets our quality standards before it is published.

How It Works

Step 1: Get an Email Notification
When a guest leaves a review on Booking.com & Airbnb, we’ll send you an email with the details and a link to reply.

Step 2: Go to Your Account
Click the "Reply to your guest" button in the email. This will take you straight to your Holidu account, where you can write your reply.

Step 3: Write and Submit Your Reply

• Write Your Reply: Thank the guest, acknowledge their feedback, and address any concerns they mentioned.
• System Check: The system will look over your reply and let you know if it needs any changes.
• Submit: If your reply is good to go, submit it. If not, you’ll be asked to make adjustments.

Step 4: Review and Publish
Once you submit your reply, we will review it to make sure it’s clear and professional. After that, it will be posted on Booking.com under "Holidu" while keeping the original meaning of your message.

Tips for Writing a Great Response

• Say Thank You: Start by thanking the guest for their stay and for taking the time to write their feedback.
• Address Issues: Be understanding and solution-oriented. Remember that your answer will be read by all future potential guests and those are the ones you need to reassure and show professionalism towards when answering a guest who may have encountered issues during their stay. Show to your future guests you care, are making improvements and addressing all concerns.
• Stay Polite: Keep your response friendly and positive, even if the feedback is negative. Do not engage in finger-pointing or escalations. Enhance your professionalism and understanding.

Common Guest Scenarios and How to Respond

Responding thoughtfully to guest reviews is essential not only for addressing specific concerns but also for reassuring future guests about your commitment to quality. Here are some common scenarios and suggested responses to keep in mind. Remember to thank the guest, address their concern directly, be truthful, and maintain a welcoming tone.

Guest criticizes cleanliness or comfort
Comfort can be a subjective experience. Show understanding, and if recent upgrades have been made, let guests know.

• Example Response:
  “We’re sorry to hear about any issues with cleanliness or comfort during your stay. We conduct regular inspections and recently upgraded the [specific item]. Thank you for bringing this to our attention, as guest comfort is always our priority.”

Guest mentions limited amenities
Use this opportunity to reassure guests of ongoing improvements to enhance their experience.

• Example Response:
  “Thank you for your feedback regarding the amenities. We’re actively working on enhancing our facilities and always welcome suggestions to make each guest’s stay even more enjoyable.”

Guest experienced issues with heating or air conditioning
Acknowledge the issue, assure the guest that it is being addressed, and emphasize that assistance is always available for any concerns during their stay.

• Example Response:
  “We’re sorry for any discomfort caused by the [heating/air conditioning] system. Guest comfort is very important to us, and we’ve scheduled a maintenance inspection to ensure it’s in top condition. Please know that we are always available to address any issues during your stay. Thank you for your feedback, and we look forward to welcoming you back for an improved experience.”

Guest points out the description or pictures were slightly misleading
Use this feedback as an opportunity to review and update the property’s description, ensuring future guests have accurate information. Thank the guest for their input and reassure them that their feedback will help improve the listing.

• 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 (FAQs)

1. Will my reply be changed?
Yes, we might make small edits to ensure it’s clear and professional, but the main message will stay the same.

2. What if my reply needs more work?
The system will let you know if improvements are needed. You can update your reply or submit it as is, but it’s best to cover all the guest’s concerns. Keep in mind, once submitted, it cannot be edited.

3. Can I see my reply after it’s published?
Yes, you can check your response on your property’s page on Booking.com after it’s been posted.

4. How long does it take for my reply to appear?
Once we’ve reviewed your response, it typically goes live within a few hours. However, for Booking.com, the publishing process may take a bit longer, sometimes up to a few days, as they follow their own internal procedures.

5. Can I change my reply after it’s posted?
No, once a reply is published, it cannot be changed. Be sure to double-check your message before submitting to ensure it says exactly what you want.

6. Can I reply to a review in my own language?
Yes, hosts can reply to reviews in the language they feel most comfortable with. The system will automatically detect the guest’s preferred language and translate the response accordingly before it is published.
7. How long do I have to reply to a review?
Hosts have up to 14 days to respond to a review. After this period, it will no longer be possible to submit a reply.