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How do I reply to guest reviews?

In this article, we’ll show you how to handle the reviews you receive from guests, including the best way to reply to a review, both positive and negative, to create optimal resolution and reputation enhancement.

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Guest reviews on Agoda are real experiences by real customers. These reviews are not only critical for helping other guests make informed decisions, they are also a great way for you to learn about your guests and how to improve your property. We only post reviews by verified guests and moderate them to make sure only constructive reviews are visible on our website and app.

Standards and guidelines for quality communication

You can reply directly to a guest review, allowing you to showcase the quality of service you provide and share how you are improving the experience at your property. To make the most of your review responses, Agoda recommends following these basic guidelines. They will help you communicate effectively and improve guest satisfaction.

General standards

Respectful communication: Profanity, personal attacks, and libel are strictly prohibited in reviews and responses. Agoda encourages a wide range of expression, so expect diverse viewpoints and respond accordingly.
Moderation: All responses are subject to moderation. Responses may be rejected if they contain personally identifying, libelous, excessive, or irrelevant information. Agoda reserves the right to determine what is published on agoda.com.

Best practices for responding to reviews

Personalize your responses
Reference specific details from the guest’s review to show you value their feedback. Personal touches make your response more impactful.
Apologize when appropriate
If a guest had a negative experience, a simple apology can go a long way. Acknowledge mistakes and take responsibility to build trust with current and future guests.
Avoid repetition
Don’t use the same reply or opening sentence for multiple reviews. Vary your wording to keep responses authentic and engaging.
Be reachable
For negative reviews, consider providing the name of the property manager for follow-up. Even if guests don’t reach out, this gesture demonstrates your commitment to service.
Respect guest privacy
Never mention a guest’s full name or any personally identifying information (such as nationality, room type, or stay dates). Using only the first name is sufficient.
Be concise
Keep your responses clear and to the point. Avoid unnecessary details, marketing language, or self-promotion—unless it directly addresses the guest’s feedback.
Legal compliance
By posting and responding to guest reviews, you agree to the legal terms set out in the YCS Terms and Conditions.

Responding to guest reviews

Sign in to YCS. If you manage multiple properties, select it from Listings.
Go to Performance >> Guest reviews.
Click Reply on the review you want to respond to.
Enter your message, then click Submit reply.

Your reply will be shown as Pending approval until it has been reviewed. This may take up to 48 hours.

Editing your reply to a review

Sign in to YCS. If you manage multiple properties, select it from Listings.
Go to Performance >> Guest reviews.
Click Edit reply on the review response you want to update.
Click Update reply.

FAQs

Since Agoda doesn’t allow personal contact information in the response, how can guests further communicate with me?

Guests can communicate with you through the following channels:

Agoda Customer Messaging System, which allows guests to send a message to you before or after making a booking. You can check the messages both in YCS or in your registered email.
Guests can contact you directly via call or email from the contact information of your hotel provided on the booking voucher once they have made a booking.
Guests may reach out to Agoda’s Customer Service Team for any inquiries related to bookings or special requests. Agoda’s customer service team may contact you for further follow-up via phone or email.