bad hotel review essay

Bad Hotel Reviews and Their Financial Impact

Calculating the financial implications of unsatisfactory guest experiences on new customer acquisition.

In today's interconnected digital landscape, a single negative customer experience at a hotel can set off a chain reaction, eventually culminating in a damaging online review. For hoteliers, comprehending the vast implications of such adverse experiences is essential, yet often obscured by layers of intricacy. These incidents not only affect immediate revenue, but also ripple into areas like brand perception, operational costs, future guest loyalty, and most critically, the acquisition of new customers. This blog post hones in on this latter factor, highlighting the potential revenue losses stemming directly from unsavory experiences that lead potential guests to second-guess their booking decisions. While the impact of a poor customer experience is immense, by concentrating on its role in influencing new customers, hoteliers can gain a clearer understanding and be better poised to tackle this central aspect of their reputation management with the help of tools such as hotel WhatsApp or virtual concierge services .

The inverted impact of preventing one single bad review

When discussing the impact of negative reviews on a hotel's reputation and customer acquisition, it's intuitive to think that adding one more negative review to a hotel with many bad reviews would have less impact than adding it to a hotel with very few. This concept is often described as diminishing returns: the more negative reviews a hotel has, the less additional damage one more will do. Conversely, the fewer negative reviews a hotel has, the more damage a new negative review will inflict.

But there's an inverse consideration when it comes to preventing a bad review, especially in relation to how many negative reviews a hotel already has:

• Hotels with Few Negative Reviews: If a hotel has very few negative reviews, preventing an additional bad review can be paramount. For these hotels, their pristine reputation is a major selling point. A single negative review can cause a disproportionate amount of damage, as it stands out more prominently against a backdrop of positive feedback. Therefore, the benefit of preventing that review is significantly high.
• Hotels with Many Negative Reviews: For hotels already burdened with many negative reviews, the immediate impact of one more might seem relatively minor. However, the opportunity and benefit here lie in the potential to start turning the tide. Preventing a negative review in such cases can signify the beginning of a positive trend or a change in operational practices. Furthermore, for hotels with numerous negative reviews, the areas of dissatisfaction are often more evident, making it easier to identify and address root causes. Consequently, the chances of preventing multiple bad reviews increase. So, while the impact of preventing a single bad review might be less pronounced in immediate revenue terms compared to a hotel with few negative reviews, the overall potential for reputation recovery and long-term revenue impact can be much greater.

In essence, the inverted impact suggests that while the immediate revenue implications of preventing a negative review might differ based on a hotel's existing review profile, the strategic importance remains high across the board. For top-performing hotels, it's about maintaining their high standards, and for lower-performing ones, it's the potential start of a much-needed positive transformation.

Assumptions:

Hotel Size and Occupancy:

• We’re considering a 100-room hotel with an average occupancy rate of 66%.

Revenue Metrics:

• The Average Daily Rate (ADR) for the hotel is pegged at $125.

Review Patterns:

• On average, the hotel receives 69 reviews per month. ( 2023 benchmark report)

Guest Breakdown:

• The guest distribution is split evenly, with 50% being new guests and the remaining 50% returning patrons.

Influence of Online Reviews:

• Online reviews play a significant role in a potential guest's decision-making process, influencing 67.7% of decisions, as per Moz (2015) .

Review Impact Metrics: Depending on the review profile of the hotel, the impact of preventing one negative review varies. Using industry data from Moz (2015) , the potential guest loss due to negative reviews are (for a hotel with a pristine reputation):

• 1 negative review results in a loss of 22% of new customers.
• 3 negative reviews escalate this loss to 59%.
• 4 or more negative reviews can lead to a staggering loss of up to 70% of new potential customers.

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Number of bookings influenced by online reviews

For our 100-room hotel at a 66% occupancy rate, it fills up 66 rooms each day. That's 1,980 rooms over a month. With the guest breakdown, 990 rooms are occupied by new guests each month. Considering the significant influence of online reviews, 670 of these bookings (67.7% of 990) are influenced by them.

The Costly Impact of One Negative Review

The damaging effects of a single negative review can be quantified, giving us a clearer picture of its financial repercussions. Let's delve into the arithmetic based on the data provided:

For our 100-room hotel, with an average monthly occupancy rate of 67%, we find that each month, 67 rooms are occupied daily, totaling 2,010 room bookings a month. Given that 50% of the guests are new, this translates to 1,005 new guests each month. Furthermore, considering the influence of online reviews on 67.7% of these new bookings, 679 bookings are directly swayed by online feedback.

This is how the math breaks down: The very first negative review in a month for a hotel affects 22% of the 679 bookings by new guests next month that are influenced by reviews, which equates to 149 potential guests deterred. Now, considering the Average Daily Rate (ADR) of $125: 149 rooms x $125 (ADR) = $18,625

The influence of the first 4 bad reviews per month is even more daunting. They can cause a loss equivalent to 70% of the revenue impacted by new guests, which amounts to a whopping $59,533.69 per month.

This stark arithmetic underscores the significance of each review, positive or negative. In a world where a hotel's reputation can be significantly bolstered or besmirched by online feedback, the financial ramifications of even one adverse review are evident. Hoteliers must, therefore, be ever-vigilant, continually striving to elevate guest experiences, and address concerns promptly to minimize the odds of a negative review. The potential revenue at stake is too substantial to be ignored.

The potential revenue impact of preventing a single negative review

Calculations are based on Different Scenarios: Considering hotels with different proportions of negative reviews:

• Scenario Hotel A (3 negative reviews - 5% negative feedback)
• Scenario Hotel B (7 negative reviews - 10% negative feedback)
• Scenario Hotel C (14 negative reviews - 20% negative feedback)

Scenario A - impact of preventing 1 bad review for a hotel with 3 negative reviews/month:

The potential guest loss difference between having 1 and 3 negative reviews is 37% (59% - 22%).

Breaking down this 37% to understand the incremental impact of each review, we get 18.5% (37% ÷ 2).

Thus, for a hotel with three negative reviews, preventing one of those negative reviews could mean safeguarding 18.5% of its new customers influenced by online reviews for that month. In revenue terms, this equates to:

Revenue retained per month = 670 rooms (new guests influenced by reviews) x 18.5% x $125 (ADR) = $15,494 per month.

Scenario B - impact of preventing 1 bad review for a hotel with 7 negative reviews/month:

The potential guest loss difference between having 3 and 7 negative reviews is 11% (70% - 59%).

Since we're analyzing the difference one review makes for a hotel receiving 7 negative reviews, the average impact per additional review between 3 and 7 reviews is 11% divided by 4 = 2.75%.

So, for a hotel with seven negative reviews, avoiding one negative review could help in retaining an additional 2.75% of its new customers influenced by online reviews for that month. Translated into monetary terms:

Revenue retained per month = 670 rooms (new guests swayed by reviews) x 2.75% x $125 (ADR) = $2,303 per month.

Scenario C - impact of preventing 1 bad review for a hotel with 14 negative reviews/month:

The change in potential guest loss, when having more than 3 negative reviews but less than 14 (since our previous threshold for 70% loss was at 4 or more reviews), is 11% (70% - 59%).

When assessing the influence of one review for a hotel with 14 negative reviews, the impact per additional review between 4 and 14 reviews is 11% divided by 10 = 1.1%.

Therefore, for a hotel that generally receives fourteen negative reviews, sidestepping a single negative review could potentially retain an additional 1.1% of its new clientele that are influenced by online reviews for that month. In terms of revenue:

Revenue retained per month = 670 rooms (new customers influenced by reviews) x 1.1% x $125(ADR) = $921 per month.

Limitations of this study

Besides above assumptions which might not reflect your specific hotel's numbers, our research has another important limitation. Our estimates show the financial benefit of preventing just one negative review. It's crucial to remember that hotels with more negative feedback (like the one with 20% bad reviews) inherently have more areas needing attention. Therefore, they have a greater potential for improvement. Addressing key issues in such hotels could prevent not just one, but multiple negative reviews. So, while our calculations are conservative, the real-world monetary benefits for a "high-complaint" hotel could be substantially higher when problems are tackled proactively.

In the intricate web of the hospitality industry, every guest experience carries weight, potentially tipping the scales of a hotel's online reputation and, by extension, its revenue stream. As our analysis underscores, even a single negative experience that results in a detrimental review can have cascading financial consequences, particularly in terms of new customer acquisition. For hoteliers, understanding these dynamics offers more than just a lesson in revenue calculation—it offers a roadmap. By proactively addressing areas of concern, especially in hotels with a higher propensity of negative feedback, there lies an opportunity to not just mitigate losses but to amplify gains. The digital age is unforgiving of missteps but equally rewarding for those who listen, adapt, and prioritize their guests. Moving forward, it's imperative for hotels to invest in enhancing guest experiences, as the return on such an investment is clear—satisfied guests, positive reviews, and a robust bottom line.

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Frequently Asked Questions

How does one negative review impact hotel revenue.

One negative review can deter up to 22% of new customers, translating to a significant revenue loss, potentially costing a hotel with a $125 ADR about $18,625 from the affected bookings.

Is preventing a negative review more crucial for hotels with fewer bad reviews?

Yes, for hotels with few negative reviews, each additional bad review can disproportionately harm their reputation, making the prevention of even a single negative review critical to maintaining their positive image and revenue.

What's the benefit of preventing negative reviews for hotels with many bad reviews?

Preventing negative reviews in hotels with many bad reviews marks the start of improving service quality. It has a less immediate revenue impact but significant long-term benefits for reputation recovery and potential revenue growth, potentially saving $921 per prevented review.

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Responding to Negative Hotel Reviews (Examples and Tips) 

Research shows that 98% of consumers check online reviews when comparing businesses. Google reviews are the most viewed – and most trusted – with 87% of consumers saying they checked them in 2022. Research also shows that consumers are more likely to choose businesses that respond to all of their reviews, as opposed to just reviews that are positive or negative. 

Considering the impact that ratings can have on a business, responding to negative hotel reviews is essential to managing your online reputation. But it can also take up valuable time to manually sift through so many platforms and comments. So what’s the best, most cost-efficient way to reply to bad reviews from guests? 

In this guide, we’ll share six examples of real hotel responses to negative reviews, along with some tips and best practices to help you improve your own responses .  I f you are an airbnb host, check out these airbnb review response examples .

How to respond to negative hotel reviews: 6 examples

Most negative reviews of hotels deal with one or more of the following issues: 

• Room cleanliness
• Unpleasant odors 
• Difficulty accessing Wi-Fi 
• Lack of in-room and/or hotel amenities 
• Excessive noise 
• Inability to control temperature or humidity 
• Cost and/or quality of food and beverages 
• Elevator accessibility 
• Front desk service or room service 
• Problems with the hotel’s website or app
• Issues with booking or room assignments 
• Leaks or other issues involving water in the bathroom 
• Issues with parking or the valet service 
• Rude or slow customer service 
• Inadequate shuttle service (for airport hotels) 

Regardless of what the reviewer’s issue is, it’s important to respond calmly, courteously, and swiftly while also personalizing the response and attempting to move the conversation offline. 

Let’s look at six examples of how real hotels have responded to negative reviews featuring some of the common complaints above, then dive into some tips and best practices to help you write effective responses. 

Negative review response example  #1

Guest issues in this negative review: Rude service, problems related to air conditioning, slow check-in, noise, technical issues with hotel website, disappointing experience with hotel shuttle service 

What this reply gets right: The response to this negative review uses the guest’s name, includes an apology to the guest, and references specific details from the review (e.g. “confusion relating to the shuttle service and AC,” “a longer-than-usual check-in process”). Additionally, there are matching timestamps on the response and negative review, indicating that the hotel replied within 24 hours.

Negative review response example  #2 

Guest issues in this negative review: Dissatisfaction with room cleanliness and room service, noise, issues interacting with staff members 

What this reply gets right: The hotel apologizes for the negative experience while highlighting its commitment to customer satisfaction and “flawless,” “exemplary” service. The response also uses the guest’s name, thanks them for their valuable feedback, and places an emphasis on “continuous efforts to improve” the guest experience. 

Negative review response example  #3 

Guest issues in this mixed review: Concerns about room cleanliness, disappointing customer service 

What this reply gets right: The hotel uses the guest’s name, thanks them for their feedback, and offers an apology for the reviewer’s specific issue (“your forgotten watch”). It also empathizes with the reviewer (“We understand that it is frustrating”), which makes the apology feel more personalized and sincere. 

While apologetic in its overall tone, the response still manages to highlight the hotel’s positive actions (“provide you with a clean and comfortable room”), along with expressing commitment to provide “a more satisfying experience” for guests. 

Negative review response example  #4 

Guest issues in this mixed review: Concerns over room size, lack of basic bathroom amenities, problems with temperature control, dissatisfaction with guest parking  

What this reply gets right: The response acknowledges details from the original review, uses the reviewer’s name, emphasizes the hotel’s commitment to providing a comfortable experience, assures them their feedback will be used to improve future experiences, and thanks the reviewer for their comment. 

Negative review response example  #5 

Guest issues in this negative review: Issues with room assignment, issues with humidity control, pricing and quality of hotel food, concerns over potential leaks in room   

What this reply gets right: This response uses the guest’s name, apologizes for the reviewer’s dissatisfaction with their room, and offers several remedies. 

Negative review response example #6

Guest issues in this negative review: Dissatisfaction with front desk service and room service, dissatisfaction with pricing and quality of food, inadequate luggage carts for guests, issues with elevator speed 

What this reply gets right: The hotel uses the guest’s name, emphasizes that their goal is to provide a positive experience for guests, and assures the guest that their feedback will be used to make improvements. 

Best practices for responding to negative hotel reviews

It's important to follow best practices when you’re responding to negative hotel reviews on any review site, whether it's general (like Google) or hotel-specific (like Expedia). 

Here are the tips we'll be covering to help you write better review responses to negative feedback from guests:

• Use the reviewer’s name in your responses to online reviews 
• Acknowledge the specific issue from the negative review and say that you're sorry to hear about the experience
• Assure the guest that you are taking actions to respond immediately to the issue
• Offer a potential solution or remedy to the guest 
• Move the conversation away from public review sites 
• Follow up to ensure that any further concerns are addressed 
• Publish negative hotel review responses as quickly as possible 

By following these best practices, you'll be able to confidently and effectively respond to hotel guests who leave negative online reviews.

Use the guest’s name in your review response

Address the guest by their name if possible and refer to specific details mentioned in their review. This demonstrates that you have read and understood their feedback. 

Example: “Thank you for reaching out to our team with feedback about your stay at [Hotel Name], [Reviewer’s Name].” 

Acknowledge the specific problem and apologize 

Respond to each concern mentioned in the negative review individually. Offer explanations where necessary and provide information on how you plan to rectify the issues described by the unhappy customer, such as poor customer service or disappointing food quality, in a timely manner.

Example: "Thank you for bringing this to our attention. Guest feedback is important to our team, and you have our assurance that we are currently looking into the issue you described regarding [ the cleanliness of your room, the room service that you received, the Wi-Fi in our conference room , etc. ]."

Let them know how you are handling the problem

It's not enough to say that you're sorry to hear about a problem or a negative experience. You also need to reassure the dissatisfied customer that you're taking steps to improve guests' satisfaction.

Assure the guest that their online review is valuable and that you will use their detailed feedback to make necessary improvements. You should also mention any actions or changes that have already been taken to address similar issues.

Example: "We appreciate your feedback, as it helps us identify areas for improvement. We have taken note of your concerns about [ parking, temperature control, customer service, etc. ] and have already implemented steps to address them."

Offer a solution

Whenever possible, provide a solution or remedy to the guest's concerns. This can include offering a refund, a future discount, or an invitation to contact management directly for further assistance.

While it's acceptable to compensate an unhappy guest for a negative experience, it's important not to provide incentives for leaving positive feedback (such as offering discounts in exchange for 5 star reviews ), which could lead to negative consequences for your organization.

Example: "We would like to make it right for you. Please reach out to our customer service team, and we would be happy to discuss a suitable compensation or an alternative solution."

Take the conversation offline 

When you respond to negative reviews, suggest that the guest reaches out to you directly or provides you with their contact information. This allows you to have a more detailed conversation away from the public forum. That way, you can thoroughly address the negative feedback without getting into a public confrontation or causing damage to your online reputation.

Example: "We encourage you to contact our customer service team directly to further discuss your concerns. They will be able to provide further assistance and address any outstanding issues."

Respond to negative reviews swiftly 

It’s important to respond promptly to demonstrate your commitment to customer service, especially when a guest has a complaint or issue. You should aim to respond to one star reviews without comments in 24 hours or – ideally – significantly less. 

ResponseScribe’s AI-generated review response service enables you to respond to negative reviews in just one hour on average, ensuring reviewers connect with you quickly and get the speedy service they expect. Learn more about using AI to efficiently manage your negative reviews and online reputation. 

Follow up after receiving a bad review

Keep an eye on hotel review platforms to ensure that the unhappy guest's concerns have been adequately addressed. You should also follow up with the guest if necessary to confirm their satisfaction or offer further assistance. This can include reaching out via email or contacting the guest by phone.

There are several benefits to following up diligently on guest complaints. If you provide outstanding support and resolve the guest's issue in a prompt and professional manner, they may update the bad hotel review to include positive feedback. This sends a signal encouraging potential customers to trust (and try) your brand. 

Remember, your response to a negative hotel review can have a significant impact on your online reputation – and the perceptions of potential customers. By addressing reviewers’ concerns professionally and showing your commitment to customer satisfaction, you can help mitigate the negative impact of bad hotel reviews and leave a positive impression on potential guests. 

A better way to quickly respond to customer feedback

Monitoring and replying to reviews enables you to gain actionable customer feedback, make improvements to the guest experience, and portray your brand positively to potential guests. However, replying to all of those guests can also become time-consuming – and, if handled incorrectly, can hurt your reputation even more than the original review. 

ResponseScribe eliminates the stress and hassle of responding to guest reviews while ensuring that your reviewers receive fast, professional, and personalized replies. 

Simply choose the platforms you’d like us to monitor and select the plan that’s right for your hotel’s reputation management needs. We offer AI-powered, people-powered, and hybrid response solutions, which all provide business insight reports and allow you to edit responses. 

Respond to hotel reviews quickly and easily with ResponseScribe

ResponseScribe is the best review software because it simplifies online reputation management for hotels, motels, inns, and B&Bs. Our service enables you to: 

• Monitor 50+ platforms for positive, neutral, and negative reviews
• Respond professionally and quickly to guests
• Gain valuable insights from your customers 
• Boost customer engagement and retention

Explore AI-generated, people-powered, and hybrid review response plans to find the features and pricing that are right for your hotel organization’s needs. Start your free trial today. 

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How to Handle Negative Feedback: 5 Ways to Respond to Negative Hotel Reviews

In the hospitality industry, your bottom line relies on your reputation. And your reputation mainly depends on good word-of-mouth. However, negative hotel reviews are inevitable. No matter how good your service is, an unhappy guest will come along at a certain point and write a bad hotel review.

How you respond to negative hotel reviews matters more than many people think. Harvard Business School research shows that even a difference of one star in ratings can result in a 9% difference in revenue .

Today, we’re going to talk about negative hotel reviews, see their impact on current and future guests, and explore how to respond to them.

Table of Contents

The Impact of a Hotel Review

Picture this: you run a hotel with no reviews.

No negative reviews.

No positive reviews.

Not even neutral reviews. Guests come and go, leaving no trace of feedback. You have no insight into their experiences, whether they were satisfied or dissatisfied.

Would they return? Would they recommend your hotel to others? These questions remain unanswered, and it’s like having a half-baked fortune cookie.

While no one has ever been excited about bad hotel reviews, it’s undeniable that a complete lack of reviews would look strange to potential customers. The significance of guest reviews cannot be overstated.

These statistics reveal their impact:

• A staggering 93% of people check hotel reviews before making a booking.
• Furthermore, 33% of guests are reluctant to book a hotel with no reviews.

Some people would argue that negative hotel reviews may help your business seem more real. Research we have indicates that businesses with 5.0-star ratings and too many positive reviews are often perceived as fake by consumers .

If that wasn’t compelling enough, there are more reasons why online hotel reviews are crucial for your property:

Improve Your Hotel’s Online Ranking and Visibility

In today’s content-driven business landscape, positive feedback holds substantial value for your hotel. They contribute to your online ranking and visibility. Reviews often appear at the top of Google searches, leading to improved rankings and increased awareness. More visibility translates to higher bookings and revenue for your hotel.

Know Where You Stand and Improve

Guest reviews serve as a compass for your hotel’s performance. They provide valuable insights into your strengths and weaknesses, allowing you to identify areas for improvement. By consistently monitoring reviews, you can enhance your service, operations, and management, ensuring a better experience for future guests.

Influence Booking Decisions

It’s no secret that online reviews heavily influence purchasing decisions. Studies indicate that nearly 70% of people are swayed by reviews when making a booking. Your potential customers rely on the experiences shared by others to make informed choices. By nurturing a positive review culture, you can increase the likelihood of securing bookings.

The Impact of Bad Hotel Reviews on Online Reputation

So, how do negative online reviews impact your hotel? Is it worth investing time in trying to respond to negative hotel reviews? Are bad reviews so bad?

The answers to these questions are: negatively; yes, and definitely yes.

A recent study by Barclays estimated that the hotel sector could earn an additional $4 billion over the next decade if it pays closer attention to online reviews. Just by enticing guests to write reviews on social media and sites like TripAdvisor, hotel managers could make billions for their employer.

Given these compelling reasons and statistics, it’s essential to encourage travelers to leave reviews after their stay actively. These reviews contribute valuable, unique, and helpful content that enhances your brand’s reputation.

Should Hotels Respond to Negative Online Reviews?

When you receive a negative hotel review, response matters. When a negative review is published, it becomes visible to everyone and anyone looking up your hotel. As a hotel manager , your responses to reviews showcase your credibility and demonstrate your commitment to guest feedback.

Here are further reasons why responding to hotel reviews, especially negative ones, is crucial:

Display Excellent Customer Service

When you go out of your way to respond to negative hotel reviews, you show that you listen and genuinely care about your guests. In today’s social media-driven world, individuals want to be heard and acknowledged. Potential guest is more likely to choose your property if they see your active engagement with reviews, signaling your dedication to customer service.

Build Relationships and Maintain Reputation

Making an effort to respond to negative reviews will leave an impression on every guest. For 89% of people consider reviews as an essential resource in making purchasing decisions. By answering bad reviews, you can establish a connection and increase the likelihood of repeat visits and recommendations. Your response showcases your attentiveness.

Provide Resolution and Problem-Solving

Responding to negative reviews allows you to address guests’ concerns and provide solutions. It’s an opportunity to showcase your problem-solving skills and willingness to make things right. By offering genuine apologies, explanations, and compensatory measures when appropriate, you can turn a negative experience into a positive one and potentially regain the trust and loyalty of the reviewer.

Manage Online Reputation

Online reputation management is crucial in today’s digital age. By actively responding to negative reviews, you can mitigate any potential damage to your hotel’s reputation. Potential guests who come across negative reviews will also see your proactive efforts to address the issues raised, which can help alleviate their concerns and provide reassurance.

Types of Negative Hotel Reviews and How to Handle Them

Negative hotel reviews can come in various forms, each requiring a tailored response to address the specific concerns raised. Here are five common types of negative reviews and strategies for handling them effectively:

1. Complaints about Service

One of the most common forms of a negative hotel review involves complaints about the service provided. Customers often voice their discontent regarding impolite employees, delays in response, or unprofessional conduct. When addressing these negative reviews, it is crucial to exhibit understanding and a sincere dedication to resolving the problems.

Negative Review Example: “The staff at the hotel was extremely rude and unhelpful. They made me feel unwelcome throughout my stay.”

Response Example: “Dear [Guest Name], thank you for sharing your feedback. We sincerely apologize for the behavior you experienced from our staff. We strive to provide exceptional service, and we regret that we fell short of your expectations. Your concerns will be addressed with our team to ensure that such incidents are not repeated. We would appreciate the opportunity to discuss your experience further, so please feel free to contact our management at [contact information]. We hope to have the chance to make it up to you in the future. Warm regards, [Your Name], [Hotel Name] Management.”

2. Cleanliness Problems

We all know that cleanliness is crucial in hotels, and complaints about it are pretty common. It’s not just about keeping things tidy; it’s also about making guests feel comfortable. So, reassure your current and potential guests that cleanliness is your top priority. Take extra measures to step up your game in this department.

Negative Review Example: “The room I stayed in was filthy, with stained carpets and dirty linens. It was evident that the housekeeping staff had not properly cleaned before my arrival.”

Response Example: “Dear [Guest Name], thank you for bringing this matter to our attention. We apologize for the inconvenience you experienced due to the cleanliness issues in your room. This does not reflect our usual standards, and we take your feedback seriously. Our housekeeping team will be informed, and immediate steps will be taken to rectify the situation and ensure thorough cleaning procedures are followed. We would appreciate the opportunity to discuss your experience further, so please get in touch with our management at [contact information]. Your satisfaction is of utmost importance to us, and we hope to regain your trust on a future visit. Sincerely, [Your Name], [Hotel Name] Management.”

3. Hotel Problems

We’re all human, and mistakes happen, even in hotels. Whether it’s a mix-up with a food order, a hiccup with a third-party booking provider, or simply a miscommunication with a guest, it’s important to address the problem promptly. Reach out directly to the guest to resolve the issue. Once everything is sorted out, craft a response that lets the guest know the problem has been solved and informs the wider audience.

Negative Review Example: “The fitness center was poorly equipped, and the machines were outdated and not functioning properly. It was impossible to have a satisfactory workout.”

Response Example: “Dear [Guest Name], thank you for sharing your feedback about our fitness center. We apologize for the inconvenience you experienced during your workout. Maintaining a well-equipped facility is important to us, and we appreciate your comments. We are currently updating our fitness equipment to ensure a more enjoyable experience for our guests. We hope that you will give us another opportunity to provide you with an improved stay. Please let us know if there is anything else we can do to make your future visit more comfortable. Warm regards, [Your Name], [Hotel Name] Management.”

4. Noise or Disturbance Complaints

Noise problems can be a real headache; sometimes, you can’t fully control them. Whether it’s due to a busy road nearby, a lively club in the area, or even noisy neighbors in the hotel, guests often complain about it. When addressing these reviews, it’s crucial to express understanding and outline the steps to minimize disturbances. Here’s an example:

Negative Review Example: “I couldn’t get a good night’s sleep due to the constant noise coming from the adjacent rooms. The thin walls did not provide adequate sound insulation.”

Response Example: “Dear [Guest Name], thank you for sharing your concerns regarding the noise issues you encountered during your stay. We apologize for the inconvenience caused by the disturbances from neighboring rooms. We understand the importance of a peaceful environment for our guests and are actively working on improving sound insulation throughout the property. We value your feedback, and it will assist us in implementing measures to enhance our guests’ comfort. We would love the opportunity to provide you with a more relaxing experience in the future. Kind regards, [Your Name], [Hotel Name] Management.”

5. Billing or Reservation Problems

Negative reviews may also arise from billing discrepancies, reservation issues, or problems with the overall booking process. When responding to these reviews, it’s essential to show a willingness to resolve the problem promptly and efficiently.

Negative Review Example: “I was charged for an extra night that I did not stay at the hotel, and despite contacting the staff multiple times, the issue remains unresolved.”

Response Example: “Dear [Guest Name], thank you for bringing this matter to our attention. We sincerely apologize for the billing discrepancy and the inconvenience it has caused you. We understand the frustration you must feel, and we are committed to rectifying this issue promptly. Our management team has been notified, and they will personally investigate the matter to ensure a swift resolution. We will contact you directly to gather more information and provide a suitable resolution. We value your patronage and hope to restore your faith in our services. Best regards, [Your Name], [Hotel Name] Management.”

Use HelloShift to Increase Guest Satisfaction

The significance of online reviews cannot be overstated, as they greatly impact a hotel’s reputation, visibility, and booking decisions.

Actively encouraging guests to leave reviews and promptly responding to feedback demonstrate a commitment to excellent customer service.

By providing responses to negative reviews, hotels can resolve issues, build relationships, and mitigate potential damage to their reputation. Utilizing tools like HelloShift can further assist hotels in preventing negative reviews by enhancing guest satisfaction.

HelloShift allows you to coordinate everyone from the front desk receptionist to the general manager, take immediate action and contact a guest after a bad review, and provide an overall positive experience for travelers. 

Hotel guests receive automated texts powered by AI and are empowered with the convenience of self-service via digital hotel guidebook . Hotel teams work together with notes, tasks, and checklist software for hotels . Uptodate room status via Housekeeper mobile app.

Transform your hotel into a digital hotel. Enable guests to text your hotel and pre-checkin, empower staff with staff collaboration, and schedule room cleaning efficiently.

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Manage Criticism Well: Here's How To Respond To A Bad Hotel Review

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What’s in it for me?

If you’re skimming through a whole bunch of hotel negative reviews by providing mediocre, robotic, and one-size-fits-all responses, it’s time to revamp and up your review response game. Dealing with a bad review today? This post will guide you with real examples of how to respond professionally to every bad review along with a touch of personalization.

All guest experiences are not perfect, and all customers do not leave a review after a hotel visit. 

A bad hotel review is both a boon to utilize and a crisis to manage. By learning the best way to respond to a bad review for your hotel, you can reinvent your establishment’s identity.

While 75% of businesses opt to ignore negative hotel reviews received online, over 50% of those reviewers expect a quick response to their submissions. So, you can bring out the smart play and get started on how to respond to a bad review to boost your business.

Even if you are at the end of the worst hotel review, there’s a knack for how you craft bad reviews response answers. The perfect response to a bad review of hotel services should repair the relationship with the unhappy customer and make a great impression on a potential customer.

Advice #1: Never Ignore A Bad Hotel Review

A survey of TripAdvisor users has shown that over 60% are influenced to make a booking if management promptly responds to hotel negative reviews.

• Why Respond to Negative Reviews

Let’s take a look at the impact created by hotel bad reviews.

Review: Room 321’s furniture was full of dust. The ottoman was stained and looked disgusting. The bathroom sink in the lobby was so dirty. I requested the front desk staff to have it cleaned around 1 p.m. At 5:30, when we were finally able to check in, the sink still looked horrible. They did not bother to clean it.

This sends a message about the poor quality of cleanliness and customer service in the hotel. The vital question here is how to tackle such a bad hotel review! You can minimize the impact created by this review with a well-crafted personalized reply like the one below:

Response: Dear David, thank you for sharing feedback on your visit. We are extremely sorry to hear that your stay at our hotel could not satisfy you. Our housekeeping team is responsible for cleaning all rooms and upgrading the amenities regularly, so we will inquire as to why they did not maintain the same services for your room. We are sorry about the behavior of our front desk staff regarding the dirty bathroom sink in the lobby. We want to reassure you that your experience is not typical of what our guests receive, and we are taking your comments very seriously. We shall take all measures required to rectify the conditions in the hopes of having you back as a contented guest.

The response begins with showing gratitude for their criticism. After conveying a heartfelt apology for the guest’s bad experience, the next step is to show that the customer care team will look into the cause and work on the issue. This is followed by sharing the regret for a specific matter while covering the poor staff services and the unclean facility mentioned in the bad hotel review. 

What’s left is to leave a good impact in the eyes of potential customers through your hotel’s reviews. The assurance that this type of experience is not usual and that the hotel will take up the responsibility to rectify the situation is a meaningful gesture, greatly influencing the viewer’s decision. Finally, sharing the hope of serving a delightful guest experience on their next visit also invigorates the reviewer to reconsider their feelings about the hotel.

Today’s world is measured and analyzed digitally. Online reputation matters most, and learning how to respond to a bad performance review in writing is the tactful approach. An apology for a guest’s experience goes far beyond a tepid explanation to justify the issues. 

When creating a response to bad review template, it must possess certain qualities like being thankful, apologetic, and assuring. Even if you have a justification for a complaint, it should be worded well so that the tone does not come off as defensive or aggressive. 

21% of guests are more likely to leave a review after a negative experience at a hotel than a positive one. Critical feedback and crass responses are a poor combination that can damage your hotel’s reputation. So, you should ensure that every response to a bad review is written well after due consideration. 

In addition, a bad hotel review helps you identify the areas of improvement you need to work on. This allows you to spruce up the guest experience in just the right places!

Advice #2: Hear Out Your Guests

Train your staff to communicate with guests for feedback during their stay and at check-out time. Know them as they express their dislikes and reassure them that those issues will be promptly dealt with. Such an interaction can help reduce the possibility of a negative review posted online from their side.

With tools like guest messaging , a bad review can be kept at bay as obtaining mid-stay feedback becomes easier for possible service recovery

• Crafting the Perfect Response

There are many powerful examples of how to respond to negative reviews. Feedback includes all the compliments, complaints, suggestions, and overall performance. You should make sure that you try confronting all these matters. Let’s check out one of them before we take a peek at the tips and hints we suggest-

Review: They ought to be ashamed of themselves for allowing this property to look the way it does. The poor hotel manager works harder at night keeping the homeless away. The rooms are horrendous for the price. The rooms and pool need a total remodel - our lights were not working properly, and the mattress was uncomfortable. You should offer a Continental breakfast in the unused designated breakfast area. Have security or a security gate.

Now we will look at how to handle this bad hotel review.

Response: Dear Kameelah, I earnestly apologize from the bottom of my heart for your unsatisfactory experience at our hotel. We are greatly disappointed to know that our rooms, furniture, or facilities did not work well for you. We are sorry to hear that you felt our resources were unworthy of the price you paid. We shall look into the concerns you've mentioned to make sure that our rooms are adequately upgraded in terms of furnishings and maintenance. Our administration also recognizes that homeless people trespassing on hotel premises is a grave concern. We shall update our security measures to ensure the peace and comfort of our esteemed guests. We are sorry to have temporarily discontinued morning meal services, but we'll be sure to pick it up and provide our classic Continental breakfast as part of our extensive guest experience. Thank you for giving us a detailed account of your stay and sharing your feedback with us accordingly. Detailed reviews with criticism help us understand our strong and weak points, and thereby develop the quality of our guest experience. On that note, we request you give us another chance to rectify our errors and earn your beloved trust!

In this response to the negative review, the hotelier expresses their regrets and requests their guests to pardon the shortcomings in facilities and services. Meanwhile, the response also ensures that their concerns have been heard and will be addressed.

 Acknowledging their suggestions also does a good job of smoothening their emotions. It is essential that you let them know through the response that you are grateful for opening up and would expect them to join you for another vacation to make up for the mishaps during the stay.

• Setting Up the Response Template

After taking a look at how to respond to a bad review example, here are a few guidelines to keep in mind:

i.  Carefully read, understand and analyze the review

ii. Mark and note down the different issues mentioned

iii. Communicate with your staff about the validity of each problem

iv. Plan your response to tackle each point sensitively.

v. Acknowledge the difficulties and distress faced by guests.

vi. Always be careful to voice apologies as a priority.

vii. Personalize the response by addressing the reviewer by name

viii. Remember to express gratitude for the feedback

ix.  Make sure that you find a solution for the misgivings.

x.   Highlight your initiative to improve upon the drawbacks

xi.  Offer an explanation for the faults if required

While creating a certain template may not be applicable to every bad hotel review, these guidelines make it easier to manage them. Even for the worst hotel review ever, you can compose a fitting response by following these principles. 

Advice #3: Tackle Fake Reviews Respectfully

Fake reviews are a real thing, ironically. Learning how to respond to a negative false review is a demanding task. This is why it is crucial to communicate with your staff about the credibility of the reviews received. If it turns out that a fake review has been posted, you should type in a delicate response that calls out the untrue nature of the feedback while being respectful. This helps to shift the reader’s perception in the right direction.

Advice #4: Enhance the Guest Experience

Managing criticism works great, but it’s not just about what can be done after you receive a low rating. There’s no better way to grow and improve your services than listening to honest guest feedback. Here’s how you can refine and upgrade the guest experience you offer:

A bad hotel review is more valuable to your online reputation. Keep an eye open for the most frequently reported matters and check up on them by deploying a reputation management tool regularly to ensure that things are running smoothly.

Advice #5: Understand What Not to Do

i. Do not respond in a defensive tone : Always tune your responses to be rational and empathizing. An inconsiderate or pitying stance in the reply may affect the message that is being conveyed.

ii. Do not ignore or take too much time to reply: Reviewers expect a quick fix regarding their complaints, and the same goes for responses to their feedback. Both customers and readers greatly appreciate a prompt reply.

iii. Do not neglect the issues: It is not enough that you just send a response to the review. What matters is following up on the specified complaints and resolving them.

iv. Do not make any commitments that cannot be kept: While it is required that guests need to be assured that their concerns are heard, serving an empty promise to improve facilities or services may backfire.

• Tackling All at Once

Customers looking for a hotel have endless options to go through and an ample count of websites to make their booking. All these sites also offer the choice to post a review that will be displayed on their page. While you may wonder how to respond to a bad review on Booking.com or how to respond to a bad review on Google, the bigger question is: how to manage all these reviews under one roof?

That is where online reputation software works its magic for you. You would get a one-stop solution for all your TripAdvisor bad hotel reviews and Expedia feedback. This helps you assess guest reviews, evaluate them for finer details, and organize them to respond accordingly- all in one place.

Advice #6: Acknowledge Even Negative Reviews Without Comments

You may get negative reviews without any comments. So, it is best to acknowledge their experience based on the rating, apologize in general, and ask for more feedback. This lets them know you are willing to hear them out and make the right changes, turning the odds in your favor.

Here’s what an ideal response to a 1-star rating as a bad hotel review sounds like:

Response: Dear Guest, we are disappointed to know that we could not make you feel welcome during your stay with us. It is deeply disheartening to learn that our facilities and services could not match your expectations. On behalf of the hotel administration, we are sorry for your bad experience, and we hope you accept our profound apologies for our shortcomings. As a hotel, we highly value guest feedback, as we understand there is always room for improvement. We would be immensely grateful if you could share detailed feedback about your stay and help us identify what can be done better. We look forward to hearing from you and learning how we can make this right.

Advice 7#: Acknowledge, Apologize, Address & Assure

Customers who are looking to make a booking tend to rush through the top reviews on the site. A terrible review catches the eye and shifts their focus. Damage control is imminent and must be done professionally. Out of many hoteliers responding to a bad review examples, here are a few that stand out-

• Overall Disappointment

Review: Worse place ever. It’s dirty. Don’t stay here. The employees are rude and make excuses more than trying to help the customer. Breakfast is a joke, with no coffee. It’s better off staying at some motel because at least it’s not $200+ for one night.

Response: Dear Guest, we are genuinely sorry to hear that you had a bad experience while staying at our hotel. Our main objective is to provide a clean, comfortable room for our guests, and we're disappointed that we couldn't do this for you. We understand from your comments that our staff was unprofessional and did not help you address your concerns. We apologize for their rude approach. We intend to take this episode very seriously, communicate with our team and arrive at a conclusion as to why such an unfortunate incident occurred. We are sorry that you felt our breakfast services were also poorly managed. We appreciate you bringing your grievances to our attention, as they will be addressed with our staff from the appropriate departments immediately. We hope to take all measures required to rectify the situation soon enough, so kindly give us time to sort this out peacefully.

• Unprofessional Customer Service

Review: You'd better not charge me for this booking! You reserved a room, and the hotel called me to say they were full! I made other arrangements!

Response: Dear Paul, we are incredibly sorry that your reservation was canceled. We apologize for the hardships we have caused due to the lack of clarity from our end regarding our availability of rooms. We assure you that you will not be charged if you did not avail of our facilities after we canceled your booking. We are glad that you could make other arrangements for your stay. We regret that we could not welcome or serve you at our humble hotel, but we look forward to another chance to host you and deliver a lovely guest experience for your vacation!

• Poor Property Maintenance

Review: Horrible place that looks like a jail, loud music, people outside with open windows. Full of graffiti and surrounded by homeless. Nothing against them, but definitely not the ideal place to go on a romantic retreat!

Response: Dear Guest, we are sorry that you had a substandard experience at our hotel. We realize that neither our property nor our surroundings were suitable for you and close to your expectations. We are incredibly sorry for your troubles, as customer service is of utmost importance to us. We sincerely apologize for the loud noise disturbance you mentioned as well. We must let you know that it pains us that you did not have a good time staying with us. Providing relaxing accommodation and pleasant services is what we're all about, and your dissatisfaction with choosing our hotel for a romantic retreat is heartbreaking. However, we assure you that we will look into our facilities and service, take the necessary measures and make the right changes to prioritize our guests' satisfaction and comfort. We regret that your visit to our hotel was not as fruitful as we wished it would be, and we apologize from the bottom of our hearts, hoping that you would kindly accept it. We understand that these instances have prompted you not to revisit our hotel, but we kindly request you give us another chance to compensate for our shortcomings and deliver an excellent guest experience.

• Overcharging

Review: The beds were comfortable, and the rooms were clean. I checked in late and was tired. I didn’t have access to our confirmation page. The Desk Attendant said the booking didn’t account for our two children. So, he raised our rate from $12 to $173 w/ tax. The next day after we left, the confirmation page affirmed that we did account for the children. I don’t appreciate them trying to stick me with extra fees!

Response: Dear Lisa, I earnestly apologize from the bottom of my heart for the incident where you were charged extra. We understand that the rate was increased on account of the booking confirmation not including your two children, and we realize that this was an error on the part of our desk attendant. It is regretful that this issue was not resolved during your stay. We want to let you know that we do not overcharge our guests on purpose or hassle them with hidden fees. This was an honest mistake, and we would like to make it up to you on your next visit. Your comments show your liking for our clean rooms and comfortable beds, and we would like the chance to serve you again. Let us host you when you revisit our town, and we shall deliver a new and remarkable guest experience worth every penny!

These are a few great combination examples of negative reviews and suitable responses. In all these responses, you can witness an acceptance of the issue, a sincere apology, and an initiative to bring improvements. In short, every reply is an honest attempt to make the reviewer feel comfortable after a dissatisfying experience and an effort to leave a positive mark on any reader’s mind.

Overcoming Every Bad Hotel Review

Manage your criticisms to improve your guest experience, ensure customer satisfaction, and maintain your reputation. A genuine negative review deserves a personalized response that takes responsibility for the hotel’s faults and respects the reviewer. It should be able to connect with the reviewer as an appropriate reply to their angst and disappointment. These review-response pairs are a statement of your hotel’s hospitality and accountability. Since they highly influence potential bookings, you must exercise extra care and concern when replying to a dissatisfied customer. 

While serving an exceptional guest package and getting admirable reviews to build public opinion is the first step, you must also be wary of dealing with bad experiences. This is where online reputation management plays a role in boosting your hotel sales and building a name. Bringing all these critical reviews on a single platform lets you deal with them quite efficiently. Gradually, you can make tremendous progress and rise through the ranks to earn your customers’ trust as a reputed hotelier in this massive industry.

So, make your mark in the world of hospitality with the help of excellent responses to all your reviews. Every guest deserves the best, and every hotel deserves a second chance!

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Good or bad, it’s important to address feedback from your guests online. Review responses are a chance to provide customer service to the guests and additional context to others reading the responses.

• Timely and professionally respond to all your hotel reviews across all major reviews and OTA platforms like Expedia, TripAdvisor, Booking.com, Google, Medalia, etc.
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How to respond to bad hotel reviews and what to do to avoid them

Eva Lacalle

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If you’ve ever gotten bad hotel reviews you know the hassle that goes into mitigating the rippling effects. Statistics show that travelers are 21% more likely to leave a review after a negative experience at a hotel than a positive on e. This is why managing your online reputation as a hotelier is a crucial step to avoiding potential negative reviews. Understanding where your weak points are and how to improve them before they become a problem is one of the first places to start. 

In this article we’ll look at the impact of bad hotel reviews, the reasons why guests leave negative reviews, how to respond, and how to avoid getting bad reviews altogether.

Table of contents

The impact of bad hotel reviews

It has been shown that 35% of internet users would think twice about booking if they found more negative than positive reviews about a hotel online. Furthermore, a hotel risks losing 22% of its bookings due to negative reviews . This is catastrophic for a hotel’s reputation because it will undoubtedly lead to a decrease in bookings, and as a result, overall revenue will go down. In peak season, a bad review can translate into several thousands of dollars’ loss in traffic and bookings generated by online sites such as TripAdvisor.

On TripAdvisor or on other OTA sites, reviews are available in a breadth of languages. A negative review in any single language could have a global impact. For example, a negative review in French would not only impact the French market in France, but also in other French-speaking countries such as Canada. This could thereby lead to lost bookings across this language market. Since negative reviews cannot be deleted, this negative feedback has the potential to damage your global online reputation indefinitely.

Top reasons why guest leave negative reviews

Every guest has different needs or expectations that they want to have met by a hotel experience, and sometimes without proper guest management a hotel can fall short of these expectations. Now that we understand the impact of bad hotel reviews, let’s take a look at the top reasons why this happens.

Overall bad service

There is no excuse for bad service in the hospitality industry. In a customer-facing role, your biggest asset is your human resources, so making sure the front desk is trained on what is proper service for your hotel and that they are able to deal with any kind of complaint or problem is key to avoiding bad reviews. 

If you have a hotel front desk software like the one Mews offers, make sure your staff use this software to enhance the customer experience, understanding guest profiles and tracking tasks that need to be done. You can also use the software to message between your staff about important things that need to be taken care of such as room maintenance or housekeeping. 

If the steps outlined above are not followed, this can lead to an overall bad experience where guests feel like they are not being prioritized and issues that need to be taken care of in their rooms are not being taken care of, which could then mean a bad hotel review.

Bad service could also be a result of a less than perfect welcome, a staff member who treats guests with an attitude, or even if guests have to ask for something to be done over and over. This lack of coordination between the operations can be potentially very harmful to the overall service perception .

Billing mistakes 

There’s nothing more frustrating for a guest than being charged more than what they should pay. Maybe a discount wasn’t applied to the final bill, maybe there was a problem during their stay and one of your staff members said they would comp a night’s stay, and then this wasn’t taken care of. Whatever it is, billing mistakes cannot happen; this is one of the main reasons for bad reviews.

Having a delay during check-in or check out or other services is another cause of a bad review. Imagine after a long flight and your guest has requested an early check-in and then their room isn’t ready when they arrive. When guests are tired or under stress from a long trip it’s a common reason that they can have a negative experience that they later will share on a review site. 

Room not up to par

Your hotel’s main asset is its rooms and they should be impeccable. If maintenance is left to the last minute or should the rooms be missing supplies, this is a strong motivation for negative reviews. Another motive for bad reviews is if there is a discrepancy between the pictures of the room online and what it looks like in person. 

How to respond to bad hotel reviews

If you get a bad hotel review, don’t ignore it. Instead, you should respond to the review and apologize for what went wrong.

First, thank the guest for taking the time to write the review. Whether it’s positive or negative, the important thing is recognizing the guest’s feedback is valuable to your hotel. Then you should apologize for what happened and don’t make excuses . Be sure to address the guest by name, and recognize where you fell short , and what plans you as a hotelier have in mind to implement to make sure whatever happened doesn’t happen again. 

As a final step, if you have access to their personal information, send a follow-up email and offer a discount or free night’s stay to counteract the negative experience. The guests still might not want to come back but at least they won’t be left with that sour taste in their mouths.

What should you do to avoid bad reviews?

There is a lot you can do to avoid bad reviews. Let’s look at some tips one by one.

Listen and apply feedback

Be attentive to guests throughout their experience; that way you can catch shortcomings before they turn into a negative review. Make it clear that their wellbeing matters to the hotel. If a guest has a problem or gives you negative feedback, make sure to resolve the issue immediately and then let the guest know what you did to apply their suggestion. For instance, if their room was missing an extra blanket, send up a courtesy bottle of wine with the missing blanket. Little details will turn negative thoughts into positive ones.

Be proactive

Don’t wait for guests to tell you what’s wrong; check in frequently with them to see how they're doing and if they need anything. However, it’s a fine line between being annoying and letting them know you’re there if they need you. Fine tune your procedures so that there is a protocol in place to work on guest satisfaction. You can also use Mews’ hotel data analytics to fine tune your daily operations and keep track of historical data.

Provide an optimal guest experience

As always, do your absolute utmost to provide an optimal guest experience from the pre-trip through to the post trip. Make sure your pre-arrival emails find the right tone and set expectations that you can meet. 

See how the guest behaves when they check in so you can judge what kind of service they are expecting. Do they have a lot of questions? Check in regularly with that guest and make sure to answer all their questions. Most importantly of all, your staff should be friendly and helpful and rooms and other amenities should be above-par. 

Do online reputation management

As we’ve mentioned before, make sure to respond to all reviews, whether they are positive or negative. Take some time before responding to a negative review as you never want to do it in the heat of the moment, but rather once you’ve had time to ponder the situation about what went wrong and what you could do better. If you can follow all of the above suggestions, the chances of a bad review will be mitigated. 

We’ve outlined the top reasons why guests leave negative reviews, how to handle them and how to avoid them. With the proper reputation management you can use reviews to make improvements where necessary and keep striving for optimal service, turning potentially negative reviews into opportunities for improvement.

Eva has over a decade of international experience in marketing, communication, events and digital marketing. When she's not at work, she's probably surfing, dancing, or exploring the world.

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Eat, Sleep, Wander

30+ Hotel Review Examples to Copy & Paste

Even though Airbnb is slowly catching up the hotel industry, there are some travelers that prefer the hotels over vacation rentals. As those travelers are usually busy people who travel for work, we created this list of Hotel Review Examples that you can just copy and paste. Quicker process for busy people.

• Location ( L )
• Hotel name ( HN )

01 . The rooms were clean, very comfortable, and the staff was amazing. They went over and beyond to help make our stay enjoyable. I highly recommend this hotel for anyone visiting downtown ( L ).

02 . They were extremely accommodating and allowed us to check in early at like 10am. We got to hotel super early and I didn’t wanna wait. So this was a big plus. The sevice was exceptional as well. Would definitely send a friend there.

03 . I had a wonderful experience at the ( HN ). Every staff member I encountered, from the valet to the check- in to the cleaning staff were delightful and eager to help! Thank you! Will recommend to my colleagues!

04 . The staff at this property are all great! They all go above and beyond to make your stay comfortable. Please ( HN ) give your staff awards!

05 . Took advantage of the downtown location to walk to dinner, check out a couple galleries, and have drinks. It was great. Service top notch as always. Bed comfort can not be beat.

06 . This is the perfect hotel for a weekend getaway in ( L ). The downtown area on Main Street is a best kept secret and the ( HN ) offers everything you need if you don’t feel like venturing out.

• See also: Best Airbnb Pillows for 2021 Super-Hosting
• See also: Best Hotel Style DUVET COVER for 2021
• See also: 4 Best Hotel Sheets (2021 Review)
• See also: 4 Best Airbnb Towels and Sheets (October 2021 Update)
• See also: Top 5 Hotel Style Curtains for a Luxurious Home

07 . The best hotel I’ve ever been privileged enough to stay at. Gorgeous building, and it only gets more breathtaking when you walk in. High quality rooms (there was even a tv by the shower), and high quality service. Also, they are one of few hotels that allow people under 21 to book a reservation.

08 . I have stayed at dozen of hotels in ( L ). This was on the top of the list of best stays/experiences ever. Staff was very hospitable and there for every need of mine. Thank you so much.

09 . Excellent property and very convenient to USC activities. Front desk staff is extremely efficient, pleasant and helpful. Property is clean and has a fantastic old time charm.

10 . Overall, I had a great experience with the ( HN ); staff was incredibly helpful, and the amenities were great. The room was wonderful, clean, and perfect to celebrate a birthday weekend.

More examples of positive hotel reviews find on the next page

• Travel writing tips
• Travel Blogging
• Travel Books
• Travel Writers

How to Write Compelling Hotel Reviews

• 12/23/2023 12/19/2023

In an age where nearly every decision is influenced by online feedback, understanding how to write hotel reviews becomes an art form crucial for savvy travelers like you. Your crafted narratives illuminate the path for others searching for genuine hospitality experiences. If you’re keen on writing hotel reviews that stand out , it’s all about blending factual details with your unique perspective, striking a fine balance that resonates with the collective.

When penning your thoughts, remember, the devil isn’t always in the details. Yes, your recount should be rich and informative, but think of your reader – they’re after an overview that packs a punch but doesn’t linger on the trivial. With these hotel review writing tips , you’re about to transform your recollections into a traveler’s treasure map, punctuated with honesty and flair, and perhaps, a star rating to encapsulate your overall experience. Let’s embark on this journey together, where your insights could become the beacon for another’s travel dreams.

The Art of Writing Hotel Reviews: Starting Points and Style

Embarking on the journey of writing reviews for hotels can be both an exciting and a meticulous task. Your reviews not only influence the decisions of potential guests but also reflect your personal experiences and insights. To begin with, prioritize clarity over verbosity; the effectiveness of your review hinges on how well you can convey your experience in a straightforward manner. Here are some steps to writing great hotel reviews :

• Start with the Basics: Include essential details such as the name of the hotel, location, and the type of room you stayed in.
• Highlight Unique Features: Did the hotel offer a panoramic view of the city, or was it the serene location that stood out? Mention unique attractions or amenities that could be a deciding factor for other travelers.
• Amenities Analysis: Rather than listing all amenities, focus on those that improved or detracted from your stay, and describe why.
• Personal Experiences: Share anecdotes or specific instances that showcase the hotel’s atmosphere and service quality.
• Constructive Criticism: If certain aspects were dissatisfying, explain why, but do so respectfully, offering potential solutions or alternatives.

Utilize tools like the RatePunk browser extension to see a visual representation of the amenities frequently mentioned in reviews. Such tools can assist you in identifying what to highlight based on the collective experience of many guests.

Remember, the most impactful reviews strike a balance between the positive and negative aspects, if any. Emphasizing this balance lends credibility to your account and helps prospective guests form a well-rounded impression. Consider employing a star rating system to encapsulate your overall sentiment towards the hotel; this often facilitates quick comprehension from readers skimming through numerous reviews.

Your style of writing should be engaging yet informative, personable yet professional. Endeavor to guide your readers through your experience just as you navigated the corridors of the hotel. Through thoughtful reflection and articulate expression, your reviews will not only serve as invaluable guides but also as narratives that stand the test of time and preference.

Essential Elements to Include in Your Hotel Review

When you’re writing compelling hotel reviews , your goal is to inform potential guests about what truly sets the place apart, not just enumerate the amenities. Here are some tips for writing effective hotel reviews that provide essential insights:

• Describe the Amenities: Rather than listing what the hotel offers, explain how these features enhanced your stay. Did the in-room espresso machine delight you with a perfect morning brew? Share such details to paint a vivid picture.
• Focusing on Staff and Service: Recall moments when the hospitality team went above and beyond. Their attentiveness can turn a good stay into a great one, and your review should reflect this.
• Dining Experiences: Offer your take on the dining options available. Was the complimentary breakfast one of the highlights of your stay? Elaborate on what made the dining experiences unique or memorable.
• Value for Money: Discuss whether the overall experience aligned with the price. After all, your insight on the hotel’s value can significantly influence booking decisions.

A well-thought-out review impacts prospective visitors’ choices significantly. Keep in mind to include personal anecdotes that demonstrate the hotel’s unique charm and address these critical points:

By including these core components, peppered with your personal touch, you shift from merely writing a hotel review to crafting an experience that readers can almost feel for themselves, making your review not only effective but also truly compelling.

Navigating the Dos and Don’ts of Review Etiquette

When it comes to sharing your hotel experiences online, a keen sense of etiquette can elevate your review from helpful to essential. Your hotel review writing tips should always include a blend of diplomacy and honesty. Avoid any language that could be seen as inflammatory; instead, focus on providing a respectful and transparent account of your stay.

Adopt a rich palette of descriptive adjectives to paint a vivid picture of both the joys and disappointments of your accommodation. Your hotel review writing guidelines should encourage the use of narrative flourishes and informal language that engages the reader as though they were listening to a story from a friend.

Remember to compare what was promised with what was delivered; such comparative remarks critically assess the gap between expectation and reality.

In the spirit of offering a clear and balanced perspective, consider this table of potential points to address in your review:

As you navigate the dos and don’ts of hotel review writing , remember that your words have weight. Crafting a review that is both truthful and thoughtful not only informs potential guests but also provides hotels with valuable feedback that can shape the future of their services.

Writing Hotel Reviews: Crafting a Balanced Narrative

When setting about how to write a hotel review , your narrative should reflect a balanced perspective that captures the essence of your stay. It’s not just about listing the amenities; it’s about sharing an authentic experience that could help guide future guests. Whether you soaked in the nuances of exceptional service or encountered areas in need of improvement, sharing a review with a fair and comprehensive tone is key for other travelers.

It’s easy to get swept away by particularly outstanding or disappointing elements of your stay, but remember, your review can be a valuable resource. Think of it as a mosaic; you’re piecing together aspects of your visit to present an accurate portrayal of the hotel.

Begin with highlighting the positives — those memorable moments that made your visit special. Was it the personalized attention from staff, the culinary delights at the in-house restaurant, or the serene view from your room’s balcony? Then, transition to aspects that may need attention. Perhaps it was a delayed room service or a technical glitch with the Wi-Fi. Here’s how you could structure this balance:

• Positive Experiences: Summarize key highlights with descriptive language.
• Areas for Improvement: Offer constructive feedback on what could be better.
• Your Overall Impression: Weigh the good against the not-so-good to give a final, balanced assessment.

Your aim as a reviewer is not just to inform but also to engage the reader with candid insights that resonate with their own expectations of a hotel stay.

Consider the following table to organize your thoughts and offer clear, unbiased observations for each distinct element of your stay:

By thoughtfully addressing both the positive and negative aspects, you can yield a review that not only reflects the full spectrum of your experience but also encourages the hotel to celebrate its strengths and improve any weaknesses. Remember to be fair, thorough, and, above all, genuine in your writing to create a hotel review that truly matters.

Tips for Translating Your Experience into an Engaging Review

As a traveler keen on sharing insights, you’re in a prime position to offer valuable advice through your hotel review. Remember, the most engaging hotel reviews are those that resonate with real experiences and offer actionable tips. Below, find specific strategies to help you master how to write a hotel review that truly captivates and informs.

• Pinpoint Unique Characteristics: Offer details on features that are distinctive to the hotel — aspects that make it a true standout.
• Focus on Staff Interactions: Your interactions with the hotel staff can be pivotal to your stay. Highlighting exceptional service adds a personal touch to your review.
• Provide Practical Tips: Give advice that could aid future guests in their decision-making, from room selection to finding nearby attractions.
• Document with Photos: Including photographs in your review is not just appealing visually but serves as proof of your experience. Centre your images to complement your narrative.

Below is a table that details key points to include in your hotel review, geared toward giving potential guests a clear, accurate picture of what they might expect.

Hotel review writing tips often suggest sharing your story; doing so can transform a standard review into a memorable narrative for future travelers. Lean on authenticity, as it’s the key to a review that both engages readers and genuinely helps them.

As we wrap up our discussion on writing hotel reviews that stand out , it’s vital to remember that a review serves as a highlight reel of your entire stay. It’s where critical evaluation and personal storytelling intersect to offer a true-to-life account of your experience. In this summation of your visit, weigh the significance of each aspect, from the comfort of the beds to the warmth of the welcome, and remember that often, it’s the cumulative effect of these details that informs a traveler’s choice.

Your keen observations have the power to illuminate the nuances of hospitality—a sincere smile from a bellhop, the unexpected comfort of a lobby chair, or the invigorating cheer of a morning espresso. These tangible snippets bring your experience to life and provide invaluable context for others. Reflect on whether the essence of the hotel aligns with its portrayal and if its offerings fundamentally meet, or indeed surpass, expectations. This consideration is crucial in deciding whether this hotel merits a future visit or a heartfelt recommendation.

In closing, your hotel review is more than a piece of content; it’s a guiding light for future guests navigating the myriad of lodging options. Let your narrative capture both the essence and the edges of your stay, for in doing so, you empower readers with the clarity to choose with confidence. Bear in mind that while no stay is utterly flawless, the beauty often lies within those imperfections, transforming a hotel from just a place to rest to a story worth sharing.

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How to Keep Writing Tasks Real: Hotel Reviews

Alastair Lane is co-author of International Express Elementary and Intermediate levels, the all-new, five-level course for adult professionals, publishing in January 2014. International Express includes plenty of coverage of the hotel and travel industry. Here, Alastair shows how you can bring the subject alive with a real-life writing task.

“To whom it may concern. I am extremely unhappy with the service I received at your hotel during the week of 1 September to 7 September 2013.”

Those were the days. When customers received bad service, the typewriter would be out in a flash and our disgruntled customer would be bashing the keys in fury. However, today the idea of a letter of complaint is so old-fashioned that we might as well be teaching our students how to write a telegram.

Things are different now. If you go to a hotel or a youth hostel and the service is bad, when you get home you have a chance to complain to the whole world. You might put a negative review on Trip Advisor . Alternatively, if you booked it through a website like Booking.com , you will be invited to place your review on the site.

This is the kind of task people are doing in real life, and it’s the kind of writing task that we should be using in the classroom. We can ask the class to write a review of a hotel that they have stayed at, a fictional hotel, or a review of a hotel that they can see online. Students immediately see the purpose of the task because it replicates something they would naturally do in L1.

Writing a hotel review can work at any level from Elementary upwards, because online reviews can be as short as a single sentence.

Students can go straight to the Internet to find real-life model texts. Sites like Booking.com are particularly good for this. Firstly, they provide an automatic model for writing because users are asked to complete two sections: one for good points and one for bad points. That helps lower-level students organize their texts.

Secondly, users can filter the results to read reviews from people like themselves. If you have an older class, you can look at reviews posted by ‘families with older children’ or younger students can look at reviews by ‘groups of friends’.

When writing an online hotel review, students can write a fifty-word text and it still looks as real as any other entry on the sites. Students don’t have the sense that the task has been artificially simplified to match their language level.

A writing task of this nature also allows you to practice reading skills. Students can exchange their reviews, without the number of stars. The next student or pair has to decide whether the review is a one-star or five-star one. After all, we also want to practice praising the hotel in addition to the language of complaint.

With higher level students, you can ask them to write the review as if they are a particular group of travellers e.g. ‘mature couple’, ‘solo traveller’, ‘business traveller’. They then have to pass their text to the next student or pair. Once again, the next students have to guess which type of traveller wrote the review. This is a particularly good way of reviewing the language of facilities, as a business traveller will have very different needs to a 21 year-old travelling alone.

The short nature of writing online and the fact that users tend to write for an international audience in English provides a huge number of opportunities for the classroom. So let’s forget artificial tasks like the letter of complaint and start replicating what students are actually doing out in the real world.

Alastair Lane has over seventeen years’ experience in English language teaching. Currently based in Barcelona, he has also taught in Finland, Germany, Switzerland and the UK. Alastair is co-author of International Express Elementary and Intermediate levels, part of the five-level course publishing in January 2014.

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Great idea; certainly it helps keep the idea “real” in using booking/tripadvisor. One possible I can see though is that both contain some reviews written in poor English. Although I suppose this could be turned into a lesson for the students to correct them! 🙂

[…] After all, we also want to practice praising the hotel in addition to the language of complaint. … Alastair Lane has over seventeen years' experience in English language teaching. … Author: Oxford University Press ELT.  […]

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