A review is both a conversation with a guest and a useful signal for your property team. Treat the response and the operational follow-up as connected tasks.
Read for context
Consider the guest’s description of the stay before preparing a reply. Separate an individual service issue from a recurring theme that needs broader attention.
Assign a useful next action
Acknowledge feedback within your team and identify the colleague best placed to investigate it. Record the intended action clearly enough for someone else to follow.
Review before publishing
Make responses specific, respectful and free of private guest information. Any AI-assisted draft should be checked by a responsible team member before it is published.
Close the internal loop
Return to the action after the response is written. Note what changed and whether the same theme is appearing again in later feedback.
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