How to Write a Review Response (With Examples & FAQs)
Responding to guest reviews is a powerful way to show appreciation, address concerns, and build trust with future guests. On Holidu, your review responses are visible to potential bookers and can significantly impact your property's reputation.
What is the Holidu Review Response Tool?
The Holidu Review Response Tool makes it easy to reply to guest reviews directly from your host account. Instead of managing responses across multiple platforms, you can receive notifications, write your reply, and have it published automatically—all in one place.
Here's what you can do:
- Receive email notifications when a guest leaves a review
- Write and edit your reply within Holidu
- Have your response checked for clarity and professionalism
- Publish your response automatically
Important: Once published, replies cannot be changed, so make sure your message is final before sending.
Tips for Writing a Great Response
- Start with a Thank You — Appreciate the guest for staying at your property and sharing their experience.
- Stay Professional & Positive — Even if the feedback is critical, respond in a calm and constructive manner.
- Address Concerns & Offer Solutions — Show that you care about the guest experience and highlight any improvements made.
- Avoid Defensive Language — Keep your responses neutral and solution-oriented to maintain professionalism.
- Keep It Concise — Aim for 2-3 sentences that directly address the guest's feedback.
Common Guest Scenarios & How to Respond
Guest Criticizes Cleanliness or Comfort
Scenario: A guest mentions that cleanliness did not meet their expectations.
How to respond: Acknowledge their experience, explain what you've done to address it, and show you value their feedback.
Example Response:
"Thank you for staying with us and sharing your feedback. We're sorry to hear that cleanliness did not meet your expectations. We take this seriously and have immediately addressed the issue with our cleaning team. Your comments help us improve, and we appreciate you bringing this to our attention!"
Guest Mentions Limited Amenities
Scenario: A guest notes that certain amenities are missing or outdated.
How to respond: Show appreciation for the suggestion and mention any upcoming improvements or current offerings.
Example Response:
"Thank you for your feedback! We always strive to enhance our guests' experience and are working on upgrading our amenities. Your suggestions are valuable and help us improve. We hope to welcome you again soon!"
Guest Experienced Issues with Heating or Air Conditioning
Scenario: A guest had comfort issues with temperature control.
How to respond: Show empathy, explain the steps you're taking, and reassure them about future visits.
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's working properly for future guests. We are always available to address any issues during your stay. Thank you for your feedback!"
Guest Mentions That the Listing Was Misleading
Scenario: A guest felt the property description or photos were inaccurate.
How to respond: Acknowledge the concern and explain how you're correcting the issue.
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. We appreciate your insights—they help us improve the experience for all guests."
Frequently Asked Questions (FAQs)
How long do I have to respond to a review?
You have up to 14 days to respond to a review on Holidu. After that, the option to reply is no longer available.
Will my reply be edited?
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 notify you if improvements are needed. You'll have the chance to revise before publishing. Once submitted, your reply cannot be edited.
Can I see my reply after it's published?
Yes. You can view it on your property's page on Holidu.com.
How long does it take for my reply to appear?
Your reply typically appears within a few hours after publishing.
Can I change my reply after it's posted?
No. Replies cannot be changed once published. Always double-check your message before submitting.
Can I reply in my own language?
Yes. You can reply in your preferred language. The system will translate it to the guest's language if necessary.
Key Takeaways
Review responses are not just for the guest who left the review—they're for future potential guests reading your property page. Keep your responses:
- Polite and professional
- Personal and genuine
- Focused on solutions, not excuses
- Brief and easy to read
A thoughtful reply can turn a negative review into a positive impression for future bookers.
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