How to reply to a review
Go to the Hotel section and open the Reviews tab.
Type your reply in the field below the review of interest and click Publish.
If the reply passes moderation, it will be published under the guest’s review.
Please note
You may only write one single reply to each review. If your reply has already been published but you want to add something to it, simply edit it.
Rather than the publication date, the reply will display the date it was created (while an edited reply will display the date that it was resubmitted for moderation).
Why hasn’t my reply to a review been published?
If a reply hasn’t been published, check what its status is.
“In moderation” means that the reply has not yet been approved by our specialists. The approval process usually takes up to three business days.
“Rejected” means that the reply did not pass through approval.
How to write a reply that will pass moderation
Replying to reviews is a worthwhile activity for more reasons than just responding to your past guests that left the review. You also can use this as a communication channel for attracting new clientele: polite and constructive messages will demonstrate that guests can count on a high level of service at your accommodation.
Please study the recommendations below. They will help you write a reply that will pass moderation and reflect your professionalism.
Greet the guest and thank them for their review. Please note: we cannot publish a reply that doesn’t contain any words, for example in the form of emoticons or question marks.
Stick to basic spelling and punctuation rules: texts without punctuation marks and that contain grammatical errors are hard to understand.
Reply objectively and get to the point without being rude. Maintain a respectful tone, even if the review seems unfair to you.
Don’t use aggressive or foul language.
Don’t refer to in-house loyalty systems, discounts for direct bookings, cashback, or other internal promotions.
Don’t provide your contact details (phone number, email address, links to the accommodation’s website, or social media) or the contact details and personal information of the guest (name, passport number, phone number, etc).
Don’t disclose information about the terms of working with Emerging Travel Group, or information about any third-party organizations.
Please note: the guest cannot write back and forth with you as a thread under your reply to their review. If you wish to clarify anything, contact the support service.
How to edit your reply to a review
Click Edit, make the appropriate changes, and click Publish.
Please note: your reply will be resubmitted for moderation.
How to delete your reply to a review
Click Delete and then confirm the action in the pop-up window.
