In the “Hotel” → “Reviews” section, you can:
Reply to a review: To do this, write your response in the field below the relevant review and click "Submit." Please note that your response will be visible to all users.
Edit your response: To do this, click "Edit" under your published response.
Delete your response (for example, if it was published by mistake): Click "Delete," then confirm your action in the pop-up window.
New and edited responses will have a “Pending moderation” status and will be sent for review, which may take up to three business days. If the status changes to “Rejected,” it means your response did not pass moderation. Please review the recommendations below to draft a suitable reply.
Recommendations for writing review responses
✅ Thank the guest for their review
✅ Structure your response and check for correct grammar
✅ Maintain a respectful tone, even if the review is negative
❌ Do not use aggressive or offensive language
❌ Do not include your contact information, details of internal promotions, or loyalty programs
❌ Do not disclose information about your contract with Emerging Travel Group
❌ Do not mention third-party organizations
❌ Do not mention the guest’s personal data (full name, passport number, etc.)
Please note: The guest will not be able to respond to your comment. If you need clarification, please contact Support.