Reply like you read the review. Because you did.

Download thoughtful starting points for positive feedback, mixed experiences and concerns that need investigation.

Specific beats polished but empty
Name the detail the guest actually mentioned. Check any operational claim before replying and move sensitive booking information into an appropriate private channel.

How to use this template
Download the editable text file, replace the bracketed fields and check the wording against your current business information. Keep the copy clear about what has happened and what the guest or staff member needs to do next.

Positive, specific feedback
Thank you for joining us, [name]. We are glad [specific detail from the review] stood out. We will share your comments with [guide or team, if confirmed]. Thanks for taking the time to describe your experience.

Mixed experience
Thank you for your thoughtful feedback, [name]. We are pleased [positive detail] worked well, and we understand your concern about [issue raised]. We are reviewing that part of the experience with the team. Please contact [channel] if you would like to discuss the details with us.

A concern requiring investigation
Thank you for bringing this to our attention. We would like to understand what happened and review the relevant details. Please contact [approved channel] with your booking reference so the appropriate person can follow up. Avoid adding an explanation that has not been checked.

A misunderstanding about an inclusion
Thank you for sharing your experience. We understand that [expectation described] mattered to your visit. The current inclusion is [verified fact]. We will review how that information is presented so future guests can make an informed choice.

Personalisation check
Before publishing, read the review again, replace every bracketed field, check any operational claims and remove any private booking information. A sensitive safety or payment complaint should be handled by the appropriate staff member.