Booking.com Review Response Template
Booking.com reviews are verified — only guests who actually stayed can leave a review, which makes them unusually credible and highly read by travelers comparing properties. Your Booking.com score directly affects your visibility in search results on the platform, with properties scoring above 8.0 receiving preferential placement. Management responses appear next to the guest's review and are read by travelers actively deciding whether to book. This template is calibrated for that high-stakes context.
THE TEMPLATE
Ready to Copy
Copy, customize, and use it as-is — or make it your own.
Dear [GUEST NAME],
Thank you for staying with us and for taking the time to share your feedback on Booking.com.
[POSITIVE: We are so pleased to hear that [specific aspect they mentioned] was a highlight of your stay. This reflects the standard our team works hard to deliver for every guest.]
[NEGATIVE: We sincerely apologise that [specific issue] was not at the level you deserved. We have addressed this with our team and [specific action taken]. Your feedback is very valuable to us.]
We hope to welcome you back soon.
Kind regards,
[YOUR NAME]
[PROPERTY NAME]
TEMPLATE VARIATIONS
More Ways to Use It
Same structure, different tone. Pick the one that fits the situation.
Version 1 — High score (9–10), brief warm response
Dear [GUEST NAME], thank you so much for this wonderful score and for your kind comments. We're thrilled that [specific element] stood out during your stay — our team will be delighted to hear this. We look forward to welcoming you back!
Version 2 — Mid score (6–7) with mixed feedback
Dear [GUEST NAME], thank you for this feedback. We're glad [positive aspect] was a highlight. We're sorry [negative aspect] wasn't at the level you deserved and we've shared your comments with our team. We hope to have the chance to deliver a better experience on a future visit.
WHEN TO USE
Use for all Booking.com reviews. Note that Booking.com responses appear below the guest's review with a "Property response" label — they're visible to all travelers viewing your property listing. Respond within 24–48 hours. Booking.com tracks response rate and factors it into how your property is presented in search results.
CUSTOMIZATION TIPS
Booking.com guests score on a scale of 1–10 rather than 1–5 stars — a 7.5 is "good" but not great. Treat anything under 8.0 as a negative review requiring a thorough, specific response.
Booking.com allows you to report a review if it contains content that violates their guidelines (fake, offensive, off-topic). Use the "Report a review" feature in the extranet. Always respond regardless of whether you report it.
Don't copy-paste the same response to multiple Booking.com reviews — Booking.com can detect template responses and may flag your property. Each response should reference at least one specific detail from the review.
Booking.com responses are limited in length — keep responses concise and focused. 80–120 words hits the sweet spot.
How does Booking.com calculate property scores?
Booking.com uses a weighted average of guest scores across 8 categories: staff, facilities, cleanliness, comfort, value for money, location, wifi, and breakfast (where applicable). Each category score contributes to the overall score. Properties consistently scoring above 9.0 receive "Exceptional" badges that significantly improve booking conversion.
Can properties respond to all Booking.com reviews?
Yes — and Booking.com actively encourages it. You can respond via the Booking.com Extranet. Unlike TripAdvisor where older reviews accept responses indefinitely, Booking.com has a 3-month window to respond to a review. After that, the response option closes.
Should I respond to Booking.com reviews if I already respond to Google and TripAdvisor?
Yes — Booking.com reviews are generated by a different traveler segment (OTA-first bookers) and seen on the platform where they made their purchase decision. Cross-platform response strategy is important: treat each platform's review community as distinct.
