# 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.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Advanced
- Tags: Communication, Customer Support, Write, Rewrite & Edit, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/reply-to-a-hotel-or-restaurant-review-on-google-or-tripadvisor

## Prompt

```text
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.
```

## 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

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.