Thank the guest for taking the time to write a review, and try to address the guest by name whenever possible. This lets guests know that their feedback is appreciated and valued.
Apologize for falling short of the guest’s expectations and make sure to address their specific concerns. if there are improvements that your hotel is making to ensure that other guests won’t have the same experience, make sure to mention that as well.
Invite the guest back to rectify the situation, and make sure to sign off the review with your name and an appropriate way for the guest to contact you. It shows that the hotel truly is interested in ensuring its guests have a great experience.