In the hospitality industry, your bottom line relies on your reputation. Negative hotel reviews are inevitable, and how you respond to them matters. Research shows that even a difference of one star can result in a notable difference in revenue. This guide explains the impact of reviews, why you should respond to negative feedback, and five practical ways to handle common types of complaints.
The Impact of a Hotel Review
Imagine a hotel with no reviews—no positive, negative, or neutral feedback. Potential guests would have no insight into other customers’ experiences, making booking decisions difficult. Guest reviews are essential for credibility, visibility, and continuous improvement.
Key statistics:
- 93% of people check hotel reviews before making a booking.
- 33% of guests are reluctant to book a hotel with no reviews.
- Nearly 70% of people are influenced by reviews when making a booking.
Some research suggests that an overly perfect (5.0) rating with too many positive reviews can seem inauthentic, so a mix of feedback can also increase credibility.
How reviews help your property
- Improve online ranking and visibility: Reviews often appear in search results and can boost SEO and awareness.
- Reveal strengths and weaknesses: Reviews act as ongoing feedback to help you improve service and operations.
- Influence booking decisions: Positive reviews and demonstrated responsiveness increase the likelihood of bookings.
The Impact of Bad Hotel Reviews on Online Reputation
Negative reviews can harm revenue and reputation. A study estimated that closer attention to online reviews could add substantial revenue to the hotel sector. Encouraging guests to leave reviews and actively managing them can generate valuable user-generated content and improve brand perception.
Should Hotels Respond to Negative Online Reviews?
Yes. When a negative review is published, it’s visible to everyone researching your property. Responding demonstrates credibility and a commitment to guest satisfaction.
Benefits of responding:
- Display excellent customer service: Shows that you listen and care.
- Build relationships and maintain reputation: Responses can increase the likelihood of repeat visits and recommendations.
- Provide resolution and problem-solving: Use responses to explain corrective actions and offer remedies.
- Manage online reputation: Proactive replies mitigate damage and reassure potential guests.
Types of Negative Hotel Reviews and How to Handle Them
Negative reviews take different forms and require tailored responses. Below are five common types with sample responses.
1. Complaints about Service
Common issues: impolite employees, slow responses, unprofessional conduct.
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 such incidents are not repeated. We would appreciate the opportunity to discuss your experience further—please 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
Common issues: dirty rooms, stained linens, inadequate housekeeping.
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 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. Please get in touch with our management at [contact information] so we can discuss this further. Your satisfaction is important to us, and we hope to regain your trust on a future visit.
Sincerely,
[Your Name], [Hotel Name] Management
3. Hotel Problems (Facilities/Operations)
Common issues: equipment failures, booking mix-ups, third-party issues.
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 well-equipped facilities is important to us, and we appreciate your comments. We are currently updating our fitness equipment to ensure a better experience for our guests. We hope you’ll give us another opportunity to provide 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
Common issues: thin walls, nearby traffic, noisy neighbors or local venues.
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 during your stay. We apologize for the inconvenience caused by disturbances from neighboring rooms. We understand the importance of a peaceful environment and are actively working on improving sound insulation throughout the property. Your feedback will assist us in implementing measures to enhance guest 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
Common issues: incorrect charges, reservation errors, booking platform issues.
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. We understand your frustration and are committed to rectifying this issue promptly. Our management team has been notified and will investigate the matter to ensure a swift resolution. We will contact you directly to gather more information and provide a suitable outcome. 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
Actively encouraging guests to leave reviews and responding promptly demonstrates a commitment to service. Tools like HelloShift can help prevent negative reviews by improving guest communication and internal operations.
HelloShift capabilities (examples):
- Send automated guest messages (including AI-assisted texts) and enable guest self-service via a digital guidebook.
- Coordinate staff across departments with notes, tasks, and checklists.
- Provide a housekeeper mobile app for real-time room status and efficient scheduling.
- Enable guest texting and pre-check-in to streamline the arrival process and resolve issues quickly.
Using workflow and communication tools can help identify and resolve guest issues before they become negative reviews, improve staff collaboration, and enhance overall guest satisfaction.
Final Tips for Responding to Negative Reviews
- Respond promptly and professionally.
- Acknowledge the guest’s feelings and apologize where appropriate.
- Explain corrective actions you will take or have taken.
- Offer to continue the conversation privately to resolve details.
- Monitor reviews regularly to identify trends and areas for improvement.
By treating negative feedback as an opportunity to learn and demonstrate excellent service, hotels can protect and even improve their online reputation.
Properties using HelloShift report 30% reduction in guest complaints, 2x faster issue resolution, and 40% fewer front desk calls thanks to AI Assistant and digital guidebooks.
HelloShift customers report 30% fewer guest complaints and 2x faster issue resolution. Our AI handles routine guest requests, digital guidebooks reduce front desk calls by 40%, and preventive maintenance checklists prevent costly breakdowns.
Ready to transform your hotel? Get started in 5 minutes with our free trial, or schedule a demo to see HelloShift in action at a property like yours.
