4 replies you can copy
Four public replies for four common complaints, for Airbnb and similar sites. Anything in a bracket marked ADD IF TRUE stays out until it is true. Replace every [BRACKET] with a real fact.
- A cleanliness complaintHi [GUEST NAME], thank you for staying and for telling us about [WHAT THEY SAID WAS GOOD]. I am sorry the [ROOM OR ITEM] was not clean when you arrived. [ADD IF TRUE: I have changed how we check the [ROOM OR ITEM] between stays.] If anything is not right in future, message me during your stay so I can fix it at once.
- A noise complaintHi [GUEST NAME], thank you for your review. I am sorry the noise from [SOURCE] disturbed your sleep. The listing says [WHAT THE LISTING SAYS ABOUT NOISE], and I will make it clearer. [ADD IF TRUE: We have now put in [WHAT YOU DID].] I hope the rest of your stay was comfortable.
- It did not match the photosHi [GUEST NAME], thank you for the honest feedback. I am sorry that [WHAT DID NOT MATCH] was not what you expected from the photos. [ADD IF TRUE: I have updated the listing so it shows [WHAT YOU CHANGED].] I appreciate you taking the time to tell other guests.
- A mixed reviewHi [GUEST NAME], thank you for staying and for the kind words about [WHAT THEY LIKED]. I am sorry about [THE ONE COMPLAINT]. [ADD IF TRUE: WHAT YOU WILL DO ABOUT IT.] We would be glad to host you again.
What to avoid
- Do not argue or say the guest is wrong. Future guests read the tone.
- Do not describe the guest's private details or their booking in public.
- Do not promise a fix you have not made. Use the ADD IF TRUE lines only when true.
- Do not mention refunds or money in a public reply. Use a private message.
- Do not reply the moment you read it. If it upset you, wait a day.
What the paid pack adds
The replies above are free. The pack writes yours from the real review.
Host Ops Pack
What you give it: Your own words: a guest review, your rough rules, your listing text.
What you get: Six skills. Guest Review Reply: a public reply that is true as it stands, optional sentences to add once a fix is real, a private to-do list, and a flag on any review that needs your judgement first. House Rules and Guidebook: the standard rule settings to choose, calm extra rules, and a house manual built only from what you wrote, with a list of what is missing. Also a listing rewriter, a listing audit, photo descriptions and a review pattern finder.
One price, no subscription. Not made by or linked to any booking site.
Questions people ask
Should I reply to every bad review?
Yes, calmly and briefly. A short reply shows future guests how you treat people.
How long should the reply be?
Three or four sentences: thanks, sorry for the real problem, what you will do, a short close.
What if the review is unfair?
Stay calm and short. Say sorry that their stay was not what they hoped, and let other guests judge.
What if the review mentions an injury, illness or safety problem?
Do not reply on the spot. Decide what is true and what needs fixing first. The Host Ops Pack flags these reviews for you.
Can I ask the guest to change the review?
Not in the public reply. Fix the problem first. If you ask at all, ask privately and offer nothing in return.