Reply to a hotel or restaurant review on Google or Tripadvisor
A public management response that addresses the guest, reassures future guests, and stays within platform rules.
The prompt
Write a public management response to an online guest review.
Platform: [Google / Tripadvisor / Booking.com / Yelp / OpenTable / other]
The review (paste it): [REVIEW TEXT AND STAR RATING]
What actually happened, from our records: [FACTS - booking or check details, visit or stay dates, staff notes, what was already done]
What we have fixed or will fix: [ACTIONS - or "nothing yet"]
Offline contact for follow-up: [e.g. "guest relations email" - a role, not a personal phone]
Property voice: [e.g. warm and casual / polished luxury]
Rules:
- Write for the next 100 readers as much as for this guest: acknowledge the specific issue, show what changed, and highlight one genuine strength without sounding defensive.
- Never confirm or reveal guest details (room number, dates, booking name, what they ordered with whom, bill amounts).
- Never argue facts in public, offer compensation publicly, or ask the guest to change or remove the review (most platforms prohibit incentivizing reviews).
- If the review alleges illness, injury, discrimination, or theft: do not admit fault or speculate; express concern, say it is being looked into, and invite private contact. Flag that I should involve my manager or insurer before posting.
- Thank positive reviewers by mentioning something specific they liked, not a template line.
- Keep it under 120 words, signed with a name and title placeholder [NAME, TITLE].
Return:
1. The response.
2. A shorter version (under 60 words).
3. A private follow-up message to send to the guest, if I have their contact through the booking.
4. One operational takeaway for the team, if the review points to a real gap.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- Google / Tripadvisor / Booking.com / Yelp / OpenTable / other
- REVIEW TEXT AND STAR RATING
- ACTIONS - or "nothing yet"
- e.g. "guest relations email" - a role, not a personal phone
- e.g. warm and casual / polished luxury
- NAME, TITLE
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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