Responding to guest reviews is one of the most effective ways to show appreciation, address concerns, and build trust with future guests. This guide explains how the Holidu Review Response Tool works, shares tips for writing a great reply, and includes example responses for common review scenarios.
What is the Holidu Review Response Tool?
The Holidu Review Response Tool lets you reply to guest reviews directly from your Holidu host account, so you don't need to log in to different platforms. With the tool, you can:
- Receive an email notification when a guest leaves a review.
- Write your reply in Holidu, where it is checked for clarity and professionalism.
- Have your response published automatically.
Important: Once published, replies cannot be changed, so 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 if the 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 replies neutral and solution-oriented.
Review response examples for common guest scenarios
Guest criticizes cleanliness or comfort
Acknowledge the guest's experience and highlight any recent upgrades or cleaning procedures.
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!"
Guest mentions limited amenities
Reassure the guest and mention any upcoming 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!"
Guest experienced issues with heating or air conditioning
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!"
Guest says the listing was misleading
Acknowledge the feedback and reassure future guests that the listing has been reviewed 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
Will my reply be changed?
Small edits may be made for clarity and professionalism, but your main message will stay the same.
What if my reply needs more work?
The system will let you know if improvements are needed. Once submitted, your reply cannot be edited.
Can I see my reply after it is published?
Yes. 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 may 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 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 reply?
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 not only answer the guest but also build trust with future guests.
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