For any accommodation, Google reviews are often read before the booking page itself. Travellers compare two hotels, two holiday cottages or two campsites, scroll through the reviews, and look above all at one thing: how you reply when a stay went wrong. Your reply carries on the welcome you give on site.
This guide gives you advice by rating, from 5 stars down to 1, the situations specific to accommodation (noise, cleanliness, photos, Wi-Fi, breakfast, late check-in, value for money, bookings, pets, staff mentioned by name) and, for each, sample replies ready to adapt. It applies to hotels, gîtes and holiday cottages, B&Bs, campsites and holiday residences. For the overall strategy (getting reviews, polishing your profile, preparing for the season), see our Google reviews guide for hotels and guesthouses.
What makes accommodation reviews different
Reviews written after checkout
Hotel guests rarely write during their stay. The review comes on departure day, on the train home, or a few days later once they’re back. It covers the whole stay: arrival, room, night, breakfast, checkout. It is often longer and more detailed than a restaurant review, which gives you more specific points to pick up on.
Travellers read replies to picture their stay
The person reading your profile hasn’t slept at your place yet. They want to know whether the room is quiet, the bed comfortable, whether they can arrive late. Every reply is a chance to give useful information to the next traveller: “our garden-side rooms are the quietest”, “the key box means you can arrive after 10 pm”.
Seasonality and seasonal teams
A campsite or holiday cottage often does most of its business over a few months, with extra staff. Reviews pour in exactly when the workload peaks. Set aside a fixed slot to reply, even a short one, rather than letting dozens of reviews pile up in August. Our article on preparing your Google profile for the tourist season helps you plan ahead.
An international clientele
Travellers write in their own language: English, German, Dutch, Spanish, Italian. Reply in the language of the review. It’s the natural continuation of your welcome, and a reassuring signal for future guests who speak that language and wonder whether they’ll be understood at reception.
The structure of a good host reply
- Greet and thank the guest, by first name if it appears.
- Pick up a specific detail of the stay: the room, breakfast, a meeting, a hike you recommended.
- Give context or an action: what happened, what was fixed, something useful for future guests.
- Close with an invitation to return and a signature (the host’s or manager’s first name, or “the team at…”).
For the general method across all sectors, see our complete guide to replying to Google reviews.
5-star reviews: extend the memory
A delighted guest is giving you a shop window. Thank them by mentioning what they loved, credit the team or the area, and make them want to return in another season.
“Hi [First name], thank you for such a lovely message! We’re delighted that [the room / the view / the peaceful garden] made your stay so enjoyable. [Staff member’s first name] was very touched by your kind words. The area is just as beautiful in [season]: we’d love to welcome you back. [Signature]”
“Thank you [First name] for the 5 stars! So glad our homemade jams and the village baker’s bread were such a hit at breakfast. We hope you enjoyed the [trail name] walk as much as we do. See you soon at [Cottage name], [Signature]”
“Hi [First name], thank you for choosing our campsite for your family holiday. Knowing the children loved [the pool / the kids’ club / the evening events] is the best reward we could ask for. Bookings for [next season] open [period]: hope to see you again! [Signature]”
More wording ideas in our examples of replies to positive reviews.
4-star reviews: thank them and deal with the detail
A 4-star review almost always points to a small improvement. Thank them, show you heard it, and say what you’re doing.
“Hi [First name], thank you for this very positive feedback. You’re right about [the shower pressure / the pillow being too firm]: we have [concrete action]. We hope your next stay earns that fifth star! [Signature]”
“Thanks [First name]! We’ve noted your comment about [parking / the signs to find reception]. We have [action or useful info: added a sign at the start of the lane]. Hope to welcome you again, [Signature]”
3-star reviews: reassure the hesitant traveller
A 3-star review describes a “decent” stay with a few disappointments. Hesitant travellers read these closely. Show you understood, and add information that changes how the stay is perceived.
“Hi [First name], thank you for sharing your review. We’re sorry your stay didn’t live up to your expectations regarding [issue mentioned]. We’ve flagged it with the team and [action]. If you come back, do let us know your preferences when booking: we’ll do our best to offer you [a quieter / a larger room]. [Signature]”
“Thank you [First name] for your honest feedback. Our [cottage / hotel] has chosen [the character of an old building / simplicity], which sometimes means [smaller rooms / stairs]. We understand it doesn’t suit everyone, and we make sure to say so in our description. [Signature]”
Replies to your guests, in their own language
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2- and 1-star reviews: keep the host’s posture
A very negative review of a stay can put off many travellers. Stay in your role as host: calm, attentive, focused on solutions. Acknowledge the feeling, give a fact, offer to continue privately. The full method is in our article on replying to negative reviews.
“Hi [First name], thank you for taking the time to write. We’re truly sorry your stay turned out this way. [Acknowledge the specific problem]. We’d like to talk it through with you directly: could you contact us at [email address]? [Signature]”
“Hi [First name], what you describe falls short of the welcome we want to offer. Since your stay, we have [concrete action]. We hope to have the chance to show you a better side of our place. [Signature]”
“Hi [First name], we take your review very seriously. Without dismissing how you felt, we’d like to point out that [brief factual element]. Our door remains open to discuss it: [contact]. [Signature]”
Situations specific to accommodation
Noise
Busy street, next-door guests, campsite entertainment: acknowledge the disturbance, explain what you’re doing, and give the next reader something useful.
“Hi [First name], we’re sorry your night was disturbed by [street noise / the neighbouring rooms]. We have [action: fitted double glazing / reminded guests of quiet hours]. For noise-sensitive travellers, our [courtyard-side / upper-floor] rooms are the quietest: just ask when booking. [Signature]”
Cleanliness
This topic can cost you bookings. Don’t argue: acknowledge it and show a specific action.
“Hi [First name], thank you for letting us know. A room must be spotless on arrival, and yours wasn’t: we’re sorry. We’ve reviewed our pre-arrival inspection with the team. Please always tell reception on the spot, and we’ll sort it straight away. [Signature]”
The room didn’t look like the photos
Stick to facts: if your photos are old, update them and say so. If you have several room categories, explain that.
“Hi [First name], thank you for your feedback. We offer several room categories, and we understand the one you were given didn’t match what you had in mind. We’ve updated our photos to show each category. For your next stay, contact us directly and we’ll help you pick the room that suits you best. [Signature]”
Wi-Fi
“Hi [First name], you’re right, the Wi-Fi wasn’t good enough in [the annex / some rooms]. We’ve since [installed a new booster / replaced the equipment]. We know how much a good connection matters, even on holiday. [Signature]”
Breakfast
“Hi [First name], thanks for your comment about breakfast. We have [expanded our local produce / added a gluten-free option / extended service until 10:30 am]. Feel free to tell us about any special needs the evening before, we’ll gladly adapt. [Signature]”
Late arrival or closed reception
“Hi [First name], we’re sorry your late arrival was complicated. Our reception is open until [time]; after that, [a key box / an access code] is available. We’ve reworded the pre-arrival message so this information is clearer. [Signature]”
Value for money
Explain what the price includes (season, location, services), without defending your rates aggressively.
“Hi [First name], thank you for your review. Our rates vary with the season and include [breakfast / access to the spa area / bed linen]. We understand you expected more regarding [issue mentioned], and we’re taking it into account to improve your experience. [Signature]”
A booking-platform issue
The guest booked through a booking site and something doesn’t match (price, room type, an option that wasn’t passed on). Never criticise the platform in public: explain calmly and offer to sort it out together.
“Hi [First name], we’re sorry about the misunderstanding with your booking. The details we received with your reservation didn’t mention [the option / the extra bed]. To clear this up, email us at [contact] with your booking reference and we’ll look into it with you. For future stays, you’re also welcome to contact us directly with any special request. [Signature]”
Pet policy
“Hi [First name], we understand your disappointment. We [don’t accept pets / only accept small dogs in certain units] because of [reason: guests with allergies / the layout of the property]. This rule is in our description, and we’ll make it more visible to avoid any surprise. [Signature]”
A review that names a staff member
If the review is positive, pass on the compliments and use the first name (if the person agrees). If it’s negative, never repeat the employee’s name in your reply.
“Hi [First name], thank you for your feedback. We’re sorry your exchange at reception didn’t leave a good impression. A warm welcome matters a great deal to us, and we’ve discussed it as a team. [Signature]”
Mistakes to avoid
- Replying in the heat of the moment to a review that stings, especially if you own a small cottage or B&B: don’t take it personally.
- Revealing stay details: room number, dates, amount paid, number of guests.
- Blaming the guest (“you left the room in a state…”) or a booking platform.
- Naming an employee in a reply to a negative review.
- Promising what you won’t deliver (“we’re going to renovate every room”).
- Announcing a goodwill gesture in public: offer it privately.
- Ignoring the guest’s language.
What the law and Google prohibit
- Never reward a review: no free night, welcome bottle or discount in exchange for a rating.
- Don’t filter your review requests (review gating): asking only satisfied guests for a review, or steering unhappy ones elsewhere, goes against Google’s rules. Ask all your guests in the same way.
The details are in our article on customer review regulations in France and Google’s rules. To get more reviews within the rules, see how to get more Google reviews.
Your checklist before publishing
- I reply calmly, ideally within 48 hours.
- I mention a specific detail of the stay.
- I reply in the guest’s language.
- I give useful information to the next reader (quiet room, late access…).
- I state a concrete action.
- I reveal no stay details and name no employee in a negative reply.
- I don’t criticise any booking platform.
- I offer direct contact for disputes.
Reply to every guest, even in high season
In high season, reviews pile up just when you have the least time. Replik alerts you to every new review and suggests a ready-written reply: the AI reads your property’s website, and the “Let’s get to know each other” questionnaire teaches it your answers to recurring topics (late arrival, breakfast, pets, parking). You set the tone and signature, tweak if needed, and publish to Google in one click. By default, nothing is published without your approval. Replies are written in the guest’s language, and you can catch up on older reviews that never got an answer. See also our page for hotels and restaurants.
No guest review left unanswered
An alert for every new review, a reply suggested in your tone and in the guest's language, published to Google in one click once you approve it. Free activation and 3 AI replies, no credit card and no mandatory subscription.
Frequently asked questions
Should a hotel or holiday cottage reply to every review?
As much as possible, yes. Travellers read replies to judge the welcome. If time is short in high season, deal with negative and detailed reviews first, then thank the others more briefly.
How should I reply to a review saying the room didn’t match the photos?
Acknowledge the disappointment, explain calmly if you have several room categories, and mention that your photos have been updated if that’s the case. Invite the guest to contact you directly to choose their room next time.
Can I reply to a review about a booking made through a platform?
Yes. Stay neutral about the platform, explain what information you received, and invite the guest to write to you with their booking reference so you can clear it up privately.
Should I reply in English or German to foreign guests?
Yes, reply in the language of the review. It’s the natural continuation of your welcome, and it reassures travellers who speak that language and read your profile before booking.
Can I mention a staff member’s name in a reply?
In a reply to a positive review, yes, if the employee agrees: it’s a nice form of recognition. In a reply to a negative review, never: the house replies.
Can I offer a free night or a discount in exchange for a review?
No. Rewarding a review is against Google’s rules and can be penalised. You can invite all your guests to leave a review after their stay, with no incentive.