How to reply to guest reviews

When a guest leaves a review on a booking platform, you may want to respond publicly. As a Travelnest host, you cannot reply to guest reviews directly on booking sites. Instead, Travelnest submits review replies on your behalf.

This guide explains when you can reply to a guest review, how the process works, and what information we need from you.

How replying to reviews works with Travelnest

Because Travelnest manages your listings, review replies must be submitted by our team.

You provide the reply text exactly as you want it posted, and we submit it on your behalf to the booking platform. The reply will appear publicly once the platform publishes it.

What to send us

To submit a review reply, please share:

• The booking reference

• The booking platform (for example Airbnb or Booking.com)

• The reply text, exactly as you want it posted

Please note:

• We do not edit, rewrite, or moderate your reply text

• Replies cannot be changed once published

Tips for writing a good review reply

We recommend that your reply is:

• Polite and professional

• Calm and factual

• Short and clear

• Focused on future guests, not the reviewer

Avoid emotional language, accusations, or private details.

Positive vs negative reviews

Positive reviews
A short thank you and a welcoming tone works well.

Negative reviews
Acknowledge the feedback calmly and, if appropriate, briefly explain how the issue has been addressed. Avoid arguments or defensive responses.

Important things to know

• Review replies are public

• Platforms have their own content rules

• Reviews cannot be removed unless they breach platform guidelines

• Guest conduct issues should not be handled through review replies

If your concern is about a guest’s behaviour rather than a review, this guide does not apply.

Important things to know

• Review replies are public

• Platforms have their own content rules

• Reviews cannot be removed unless they breach platform guidelines

• Guest conduct issues should not be handled through review replies

If your concern is about a guest’s behaviour rather than a review, this guide does not apply.