Google Review Response Template for Hotels
Hotels have a unique Google review challenge: your reviews appear not just on Google Maps but also in Google Hotel Search, where travelers filter and compare properties side-by-side before booking. A thoughtful response to a 3-star review in that context can be the deciding factor for a traveler who's on the fence. Hotel Google responses should be slightly more formal than restaurant responses, signed by management, and acknowledge the specific stay experience the guest mentioned.
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 at [HOTEL NAME] and for taking the time to share your feedback.
[POSITIVE: We're delighted to hear that [specific aspect they mentioned] was a highlight of your stay.]
[IF NEGATIVE: We sincerely apologise that [specific issue] was not at the level you deserved. We have [taken action / reviewed this with our team] and we are committed to ensuring this doesn't happen again.]
We hope to have the pleasure of welcoming you back to [HOTEL NAME].
Warm regards,
[YOUR NAME]
[TITLE — e.g., General Manager]
[HOTEL NAME]
TEMPLATE VARIATIONS
More Ways to Use It
Same structure, different tone. Pick the one that fits the situation.
Version 1 — Leisure traveler, positive stay
Dear [GUEST NAME], thank you for choosing [HOTEL NAME] for your [leisure/holiday/trip]. We're so glad [specific element: location, room, breakfast, team] made your stay memorable. Our team works hard to create those moments and your feedback means a great deal. We hope to welcome you back very soon.
Version 2 — Business traveler, issue with amenities
Dear [GUEST NAME], thank you for your stay and for this feedback. We're sorry [specific amenity issue] was not at the standard expected, particularly for a business stay. We've addressed this with the relevant team. We hope you'll return and experience the [HOTEL NAME] we're proud of.
WHEN TO USE
Use for any Google review of your hotel property. Note that Google Hotel Search (the booking comparison panel) pulls reviews from Google Maps — both have the same response system. For TripAdvisor hotel responses, see the TripAdvisor hotel review response template. For Booking.com, see the Booking.com hotel template.
CUSTOMIZATION TIPS
Sign with your name and title — hotel guests expect a GM or senior manager to respond to Google reviews. "The [Hotel Name] Team" as a sign-off reads as impersonal in hospitality.
For negative reviews, mention a specific improvement action: "Since your stay, we have [replaced the mattresses / updated the HVAC system / implemented a new check-in procedure]." This reassures both the reviewer and future guests that the issue is resolved.
Reference the stay type when possible ("your holiday stay", "your business trip") — it personalises the response and signals that you read the full review rather than using a template.
Keep it under 150 words for Google — save the longer, more detailed responses for TripAdvisor where travelers expect more depth.
Do hotel Google review responses appear in Google Hotel Search?
Yes — Google Hotel Search pulls reviews and management responses directly from Google Maps. Your responses are visible to travelers comparing properties in the hotel booking panel, which means they're read at the peak decision-making moment. This makes hotel Google responses particularly high-value.
Should hotels respond to every Google review?
Aim for 100% response rate. Google Hotels surfaces response rate as a signal and some booking platforms reference it. A hotel with 200 reviews and 85% response rate consistently outperforms one with 200 reviews and 20% response rate in booking conversion.
What's the right tone for a luxury hotel vs a budget property?
Luxury properties should be formal, warm, and detailed — guests pay a premium and expect elevated communication. Budget and midscale properties can be more casual and direct. Both should be genuine — the difference is register, not effort.
