Your review response


2
Click or drag to insert:
  • Dear sir,
  • Dear madam,
  • Dear [name],

  • Thank you

  • Thank you for your review at [sitename],
  • Thanks for the great review of you stay.
  • Thank you for your comments on your stay with us.
  • Thank you for your feedback on our property website.
  • Thank you very much for feedback concerning your stay here at [hotelname].
  • Thank you for taking the time to share your experience with the world.
  • Thank you for your valuable feedback.
  • Thank you for giving us your feedback concerning your check in experience.
  • Thank you for taking the time to share your experiences on your recent stay with us.
  • First of all, thank you for being such a loyal guest to [hotel/chainname] and congratulations to your [hotel/chainname] membership.
  • Thank you for taking the time to express your comments regarding your recent stay with us

  • Thank you - postive review

  • Thank you for reviewing and recommending [hotelname]. I am very happy you have highlighted our service and the friendliness of our staff. Cannot wait to have you back with us next time you are travelling to [place]!
  • Thank you so much for your delightful feedback! I am thrilled to read you had a fabulous stay with us and that our collegues could take great care of you. Here at the [hotelname] we always strive to take an extra step to make out of each stay a truly memorable and wow experience. Your words are inspiring and this kind of feedback is the greatest reward for our talents for the efforts they make on a daily basis.
  • Thank you very much for such a positive review. We are flattered by your compliments and do hope to see you soon at the [hotelname]!
  • Thank you for your compliments about [employeename]. It's a pleasure to share with them the positive feedback that we receive from our clients.
  • What a pleasure reading such a beautiful review! I am thrilled you have enjoyed your romantic getaway in [place] while experiencing our culture of service! I cannot wait to pass on all your feedback to [employeename] and the rest of our staff, who seek going an extra mile to make a difference. Hope to see you soon back with us!
  • I am delighted that you found our service outstanding.
  • We thank you for taking the time to write a comment about your stay here and appreciated your compliments about the hotel and it's staff.
  • Its always a pleasure for us to show off our service.
  • Nice to hear that you enjoyed your stay at [place]
  • We are glad that you appreciate ..... our accommodations and the helpfulness of our staff.
  • We would like to thank you for your encouraging comments on our campsite and staff. It is always great to receive positive feedback on numerous aspects of our facilities.
  • Thank you for mentioning ... the level of cleanliness in the accommodation and the helpfulness of our staff.
  • Thank you for highlighten ...

  • Thank you - negative review

  • Thank you for your review. We always learn from the useful reviews and your unusual comment helped us rethink about one specific detail.
  • Thank you for the service element comments for which indeed we should have been more on top of and for which I will work on with the team.
  • Thank you for your feedback concerning your stay here at the hotel. I'm sorry to hear that you did not enjoy our hotel.
  • I am sorry to read that [...] did not meet your expectations.
  • Thank you for taking the time to share your feedback. I'm sorry to hear that the experience did not meet your expectations and I would like to apologize for this.
  • I am sorry that your recent stay did not entirely match with your expectations.
  • It is true that our rooms do not have [lacking item]. I have checked the conditions again for the reservations and it has been mentioned. [Nevertheless, we will see what we can do to make it more clear during the [booking/check-in] process to our guests.
  • It is true that our rooms do not have [lacking item]. I have checked the conditions again for the reservations and it hasn't been mentioned. I will take care it will be mentioned in the future.
  • We would like to apologize if our service in the restaurant was not satisfying your needs.
  • We have taken good note of your remark related to the service in the restaurant. We will make sure to share your comments with our restaurant manager for further revision and we apologize if you have experienced any inconsistency in our service.

  • Explanation

  • Let me just refer to the points that you have raised during your stay: [points].
  • On that particular morning most clients unexpectedly came down for breakfast almost at the same time and our two waiters tried to cope with it as good as they could. But then again: rush hours are always terrible, for all of us.
  • What I understand from your comments is that you did not appreciate [reason]. [explanation]

  • Facts / What could the guest do

  • To make it possible to other guests make an argued choice based on facts, we'd like to say that [correction]
  • However we respect your opinion, we don't recognize ourself in [problem mentioned].
  • All the more we feel pity about the fact that you didn't like so much the room you were staying in. We appreciate that you decided to share your opinion on the room, but we would like to adjust one important misleading detail: [detail/correction/explanation].
  • A hotel manager always feels sad if clients are disturbed by noisy room neighbours. Our clients here at the [hotelname] are mostly individually travelling couples and in the rare event of disharmonies it is our highest task to balance them immediately. Of course we have to be informed when things happen. Even a short phone call to the 24h reception would have solved it diplomatically but immediately.
  • We are sorry to read that you [problem eg. left hungry] while a simple request / simply asking [solution.. eg. a refilment (for free!)] was enough to fulfill your needs.

  • Apologies / Action / Improvement

  • We do apologise for [...] you report in [....].
  • We regret reading that your stay wasn't according your expectations.
  • First, I would like to thank you for taking the time to share your experience about your visit at [place]. It is only through feedback such as yours that we are able to maintain and improve the service we aim to provide. Although an apology will unfortunately not change the outcome of your experience, I want to express it in all sincerity. I certainly understand the points you mentioned in your comments. I can assure you that we truly welcome and appreciate every guest coming to [place]. On the day of your visit, [reason/explanation]. As a result we were not able to provide our usual level of service, which I regret. We will certainly do our best to avoid such staff shortages in the future and we will enhance our training, including improving communications skills and overall awareness and attentiveness. Again, please accept my apology and I hope that you will return to [place] again soon.
  • We have taken your remarks regarding [problem] very seriously and we take appropriate action to ensure this does not occur in the future and prevent re-occurrence.
  • I would like to apologize for the service you have received at [hotelname] and hope you will give us a second chance in the future.
  • Please note that we take these comments very seriously and that we will make sure those errors do not occur in the future.
  • We have noted your remarks and we will discuss those in our Management Meetings.
  • Please accept our apologies for the disappointment incurred with the restaurant service, we are currently revising a new exciting menu which I would love you to discover on a future stay.
  • I am so sorry to hear that your experience at the [hotelname] was not as inspiring as we would have hoped, though I thank you for taking the time to address your concerns following your stay with us.
  • Indeed such customer service does not reflect our usual standards, and I fully understand the poor impression this has given you of our property. Your feedback makes us aware of aspects we must improve on, and I thank you for this opportunity. Please rest assured that we have already taken the necessary corrective actions in order to avoid such unpleasant situations in the future.
  • I would also like to apologize for the exceptional noise disturbance from the exterior of the hotel encountered during your stay. In order to offer you peace and quiet on your future visit, we have taken the liberty to add a quiet room to your preferences.
  • I would like to apologize for the incident that occured during your last day here at the [hotelname]. I have in fact since this incident reinforced the training so that [improvement made].
  • We took your suggestions very seriously. [eg.... Last winter we renewed 12 bathrooms now all with jacuzzi showers or bath-tubs and you can be reassured there are no more problems with wet bathroom floors. The hot water supply is now stably guaranteed by our new state of the art electronic regulated water heating system....] Thank you for helping us improve our services. (*)
  • I have in the meantime also informed our [department] manager to take note of your suggestions
  • I do apologize for [...]. This is definitely not the standard that we want to reflect here at the hotel.
  • I do understand that you did not like our rooms and the name given. At [hotelname], we call the rooms [roomname] because of [reason]. I do apologize if this was not up to your taste.
  • I do understand your feeling that our housekeeping team has not performed up to your and our standards and I do apologize for your issues that occured while cleaning your room. We have in the meantime briefed again our housekeeping staff in order to pay attention on such issues.

  • Ending positive

  • Hope to see you back soon in the heart of [place].
  • We look forward to the opportunity to welcome you again in the future.
  • Very happy to hear that you had the best time and look forward to seeing you again soon.
  • All the best in [year] and we trust to see you soon.
  • Thank you for the nice words and we hope to see you soon again at [hotelname]!
  • We thank you for choosing us and we hope that we will see you again in the future!

  • Ending negative

  • Your feedback allows us to improve our product and service offered and is therefore very much appreciated
  • I really appreciate your time and feedback and hope that you will give us another opportunity to welcome you back at [hotelname]. Please do not hesitate to contact me directly so we can have a look which room type matches your wishes best.
  • I would like to thank you as well for your comments on [department] which allows us to improve our services wherever needed.
  • Please be assured that we take your comments into consideration and that they will help us to improve our services. We really thank you for your time and despite the issue in the restaurant, we hope that [place] will remain an option for your next holiday. Please be welcome again!
  • I do hope to have you back another time to show you what our service is all about.
  • However, I do hope that we will have a second chance to welcome you here at [hotelname].
  • Please do not hesitate to contact us in the future so I can personally oversee your reservations.
  • I am so sorry to hear that your experience at the [hotelname] was not as inspiring as we would have hoped, though I thank you for taking the time to address your concerns following your stay with us.
  • Indeed such customer service does not reflect our usual standards, and I fully understand the poor impression this has given you of our property. Your feedback makes us aware of aspects we must improve on, and I thank you for this opportunity. Please rest assured that we have already taken the necessary corrective actions in order to avoid such unpleasant situations in the future.
  • We highly value your feedback and your loyalty to [hotel/chain name] and I do hope you will give us another shot to restore your faith in our product and service and to see the improvements we have made.
  • Please do not hesitate to reach out to me should you wish to share any specific details, I would be happy to speak with you.
  • I hope on an other occasion we will have the opportunity to surprise you,
  • Hope that we do get another chance from you to show you what a whimsical experience we can offer.
  • Please let me know if we can do something else for you and I hope to have a second chance from you.
  • Nevertheless, I do hope to have you back with us in the near future.
  • Nevertheless, I do hope you will give us another opportunity so we can show you what a stay at the [hotelname] is all about.
  • We highly value your feedback and your loyalty to [hotel/chainname] and I do hope you will give us another shot to restore your faith in our product and service and to see the improvements we have made.
  • Please feel free to reach out to me directly as I am looking forward to your suggestions on how to do [...] the right way.

  • Ending

  • Sincerely, [employee name] [function name]
  • Kind regards, [employee name] [function name]
  • All the best, [employee name] [function name]