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Replying to Reviews ​

Responding to guest reviews is an important part of managing your online reputation. When you reply to a review in hejGuide, your response is sent back to the OTA platform and displayed publicly on your listing. This guide explains how to write and submit replies.

How to reply to a review ​

  1. Go to Reviews in the sidebar.
  2. Find the review you want to respond to. You can use the reply status filter to show only reviews that have not been replied to.
  3. Click the Reply button on the review.
  4. A reply modal will open. Write your response in the text area.
  5. Click Send Reply to submit your response.

Your reply is sent to the OTA platform (Booking.com, Airbnb, etc.) through the Channel Manager. It will appear publicly on your listing on that platform, typically within a few minutes.

Tips for writing good replies ​

Always respond ​

Reply to every review -- positive and negative. A high response rate improves your visibility on OTA platforms and shows potential guests that you are an engaged, attentive host.

Be prompt ​

Try to respond within 24-48 hours. Quick responses demonstrate that you value guest feedback and are actively managing your property.

Be professional and courteous ​

Even when a review is unfair or inaccurate, keep your tone professional. Remember that your reply is public -- future guests will read it to judge how you handle feedback.

Thank the guest ​

Start by thanking the guest for their stay and for taking the time to leave a review. This applies to both positive and negative reviews.

Address specific points ​

If the guest mentions something specific -- positive or negative -- acknowledge it in your reply. This shows you actually read and care about their feedback.

TIP

For negative reviews, briefly acknowledge the issue, explain what you have done (or plan to do) to address it, and invite the guest to contact you directly if they would like to discuss further. Avoid getting defensive or making excuses.

Keep it concise ​

A few sentences are usually enough. Guests and future readers appreciate a thoughtful but brief response over a lengthy essay.

Example replies ​

For a positive review:

Thank you for your kind words, [Guest Name]. We are glad you enjoyed your stay and the proximity to the beach. We hope to welcome you back soon!

For a constructive review:

Thank you for your feedback, [Guest Name]. We appreciate you letting us know about the Wi-Fi issue. We have since upgraded our router and connection speed. We hope you will give us another chance to provide a better experience on your next visit.

WARNING

Never include private guest information, booking details, or pricing in your public replies. Keep the conversation general and professional. If you need to discuss specifics, suggest the guest contact you directly.

Checking your reply status ​

After submitting a reply, the review will show a "Replied" indicator on the Reviews page. You can also filter by reply status to verify that all reviews have been addressed.

If a reply fails to send (for example, due to a temporary sync issue), it will appear in the sync log. Check the sync logs if a reply does not appear on the OTA platform.

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