How to reply to guest reviews

How to reply to reviews depending on where the booking was made

Responding to guest reviews is a great way to show future guests that you’re engaged, professional, and committed to providing a positive experience. Each booking channel handles reviews differently, so here’s a quick guide on how replies work and how we can help.

Airbnb reviews

On Airbnb, both the host and the guest can leave reviews after checkout.

If you'd like to:

• Leave a review for your guest after their stay, or
• Respond to a review they've left you

Contact our Customer Support team with the booking reference number and the response you would like to send, and we’ll submit the review or response on your behalf.

Booking.com

Booking.com only allows hosts to respond to guest reviews — you cannot leave a review for a guest.

Please also note:

• You can only reply if the guest has written a comment.
• Booking.com does not allow responses to reviews that contain a rating only (no written feedback).

If you'd like to respond to a guest's comments, simply provide your response and the booking reference number to our Customer Support team, and we’ll take care of it.

You can find more information on how guest reviews work and how to handle negative reviews by following the links included in this article.