In the hotel industry, 81% of travellers systematically read reviews before booking (TripAdvisor).
Hotel-specific considerations
Hotel reviews are more detailed than in other sectors. Guests mention:
- The room (cleanliness, comfort, view)
- Breakfast
- Reception and staff
- Location
- Value for money
Responding to each dimension
A good response addresses the specific points mentioned by the guest. If they mention breakfast, talk about your local produce. If they mention the view, highlight the location.
Handling negative hotel reviews
The most common negative reviews:
- Noise, Mention your soundproofing investments
- Cleanliness, Detail your cleaning protocols
- Value for money, Highlight included services
The volume challenge
A 50-room hotel receives on average 30 to 80 reviews per month in high season. Manual responses become impossible. GMB AI Review understands hotel vocabulary and adapts each response to the specific context of the stay.