Responding to Reviews

✅ Positive Review Responses

⭐ Example: Short 5-Star Review

“Great place, super clean, and easy check-in!”

Response Template:

Thank you so much for the kind words! We’re glad you enjoyed your stay and hope to host you again soon.

⭐ Example: Detailed Positive Review

“We loved our stay! The pool was perfect, and the kitchen had everything we needed. Great communication too.”

Response Template:

Thank you for the thoughtful review! We’re so happy to hear you enjoyed the pool and had everything you needed. It was a pleasure hosting you, and we’d love to welcome you back anytime.

⭐ Optional Personal Touch Add-ons:

• “Safe travels back home!”
  
  

• “Thanks for taking great care of the property.”
  
  

• “Guests like you make hosting a joy!”
  
  

⚠️ Mixed or Negative Review Responses

❗Guidelines:

• Acknowledge the concern
  
  

• Avoid arguing or blaming
  
  

• Briefly clarify if needed
  
  

• Show willingness to improve
  
  

Example: Minor Complaint Mixed with Praise

“The stay was great overall, but the Wi-Fi was spotty at times.”

Response Template:

Thank you for the feedback — we’re glad you had a great stay overall! We’re sorry about the Wi-Fi and have already looked into improving the connection for future guests. We appreciate you letting us know.

Example: Frustrated or Negative Guest

“The place wasn’t as clean as expected, and check-in instructions were confusing.”

Response Template:

We’re truly sorry to hear that aspects of your stay didn’t meet expectations. Cleanliness and clarity are extremely important to us, and we’ve already followed up with our team to ensure this doesn’t happen again. We appreciate your feedback and the opportunity to improve.

Optional Clarity Without Defensiveness:

“We wish we’d had a chance to make it right during your stay — we’re always available to assist in real time if issues come up.”

Property Review & Task Creation

After each guest review is received:

1. Inspect & Note Fixes – Review the property for any issues or items that need attention.
   
   

2. Create Task in BW – Enter a task for each item that requires action.
   
   

3. Tag Relevant Teams –
   
   

   • Operations Team – for maintenance, cleaning, or physical property issues.
     
     

   • Admin Team – for documentation, guest communications, or booking-related items.
     
     

   • Tag whichever team(s) are relevant so tasks can be addressed promptly.
     
     

4. Follow-Up – Ensure tasks are completed and marked as resolved in BW.
   
   

This ensures all property issues noted in guest reviews are properly tracked and handled by the correct team.