At a glance
Before replying, have the room or kitchen concerned inspected. Then a short, factual reply (thanks, measures taken, an invitation to talk) reassures future guests far more than a denial.
A review mentioning a cockroach at breakfast or bites in a room worries readers. Your reply can soften that effect or make it worse.
The approach has two stages: fix the problem if there is one, then reply in public. It applies to Booking.com and to other review platforms alike.
Facts first
Do not reply in the heat of the moment. Find the room and dates, check the room sheet and have the room and its neighbours inspected, or the kitchen if the review is about breakfast. You can only write that "measures have been taken" if you know which ones.
What to avoid
The reply is mainly for people hesitating to book. So avoid:
- Questioning the guest's honesty or accusing them of bringing the insects.
- Saying it cannot happen at your property: cockroaches and bed bugs have nothing to do with star rating.
- Naming products or going into technical detail.
- Revealing anything about the guest's stay.
A sample reply
Four or five sentences are enough; pick the third according to the inspection result.
- "Thank you for your feedback, and our sincere apologies for the inconvenience."
- "We closed the room (or room area) concerned and called in a professional as soon as we received your message."
- If a source was found: "A treatment was carried out, followed by a follow-up visit, before reopening."
- If nothing was found: "The inspection found no activity; we have nonetheless stepped up our checks."
- "Our team would be glad to discuss this with you directly."
The plan behind the reply
A reply is only worth something if it is true. The corrective plan follows the Repère Protocol: locate (room and neighbouring rooms, or kitchen), treat the sources, check on the planned follow-up visit, prevent through sealing and stepped-up staff checks. Keep the photo reports: they back up every sentence if the question comes up again. A review can only be reported if it breaks the platform's rules; an honest review, even a negative one, stays online.
From review to reopened room in 5 steps
To follow as soon as the review is published.
- 1
Step 1
Identify
Room, dates of stay and the matching room sheet.
- 2
Step 2
Isolate
Room or area taken off sale, team informed.
- 3
Step 3
Get an inspection
Professional inspection with a dated photo report.
- 4
Step 4
Fix
Treatment if needed, follow-up visit before reopening.
- 5
Step 5
Reply
Short, factual public reply based on the report.
Checklist to print
Replying to a negative reviewTick items off as you go or print the page: it all fits on one sheet.
Your questions
How long should I wait before replying?
Ideally once the inspection result is in, which usually takes one or two days. A reply describing real measures is more convincing than an instant but vague one.
Should I name the company that treated the room?
There is no need. "A professional" is enough; what matters is describing what was done.
Is it acceptable to get in touch with the guest directly?
Yes, as long as you use the messaging the platform offers. Offer a conversation rather than an unprompted gesture, and stick to the facts.
A room or kitchen to check?
Close the room or area concerned, book a 2-hour slot and receive the photo report the same day.
