Defending against negative reviews on Expedia: the complete guide for hoteliers
April 12, 2025
How does Booking Pulse work? Our guide for those who manage accommodations
April 16, 2025
Dear hotelier, if you are wondering. how quickly you should respond to a negative review, know that you are not alone.
The timing of your response can greatly affect how potential customers perceive your hotel.
In this guide, you will learn why it is important to act quickly, how to handle responses on different platforms, and how to turn negative feedback into an opportunity for improvement.
Why respond quickly to negative reviews?
Leaving a negative review unanswered for too long can damage your facility's reputation. Readers may think you don't care about your guests' opinions. On the contrary, a timely response shows professionalism and care for those who have chosen your hotel.
Answer within 24-48 hours Is ideal because:
- Show that you take customer feedback seriously.
- Avoid having the review remain prominent without replication, discouraging other bookings.
- You have a chance to remedy this, perhaps by inviting the guest to contact you privately to resolve the problem.
How long to wait on each platform?
Not all reviews have the same urgency. On some sites, a quick response is even more important.
Google My Business is the top priority. Reviews here are visible to anyone searching for your hotel; therefore, responding within 24 hours is critical to keep potential customers from straying.
TripAdvisor is equally important, especially for those in the tourism industry. You can afford up to 48 hours here, but the sooner you respond, the better.
Social media (Facebook, Instagram, Twitter) require an even faster response. On Twitter, many users expect a response within an hour, while on Facebook and Instagram it is best not to exceed 24 hours.
Does responding quickly to negative reviews really limit image damage?
The answer is yes, and significantly so. A timely response to a negative review acts on several fronts to protect and even enhance your hotel's reputation:
It affects the perception of potential customers
Studies show that more than 70% of travelers consider responses to reviews before booking. A quick response (within 24-48 hours) conveys the image of a facility that is attentive, professional and values its guests' feedback. In contrast, a review not responded to after 3-4 days can reduce conversions on that page by 15-20%.
Mitigates the negative effect of the comment
A well-formulated rebuttal can reduce the negative impact of a criticism by up to 50 percent. This is because:
- Show readers that you take observations seriously
- Offer your side of the story
- Demonstrate problem solving skills
Prevents avalanche effect
Unmanaged negative reviews tend to attract similar ones. Responding immediately breaks this vicious cycle. In addition, according to Harvard Business Review research, hotels that systematically respond to reviews see an average rating improvement of 0.12 points (which on a Tripadvisor scale can mean moving up several positions in local rankings).
How to respond effectively
A hurried response can make things worse, so it is important to strike the right balance between speed and message care. Avoid standard or copied responses. Every customer wants to feel heard, so personalize your response by mentioning something specific to their experience.
Show empathy, even if you disagree with the criticism. A simple "We're sorry your experience was not what you expected" can make all the difference. If possible, offer a solution or invite the guest to contact you privately to elaborate.
Here are some of our articles devoted to the topic:
Effective response structure: how to turn reviews into communication moments
Responding to reviews: mistakes not to make
25 Answers you can use for a negative review
Tools to simplify the management of reviews
Responding quickly to each review can be challenging, especially if you receive many reviews. To streamline the process, you can try Rebyu, a software program that helps you manage responses in a smart and personalized way.
With Rebyu you can monitor reviews on different platforms, respond quickly and greatly improve the quality of your responses. You can try it for free for 7 days, with no need to enter your credit card information.
Try Rebyu for free and learn how to make your online reputation management easier.
Conclusion
Responding to negative reviews in a timely manner is an essential part of running a hotel. Within 24-48 hours is the ideal time, but the faster you are, the better. Remember to personalize responses, show empathy and, if possible, offer a solution. If you want to simplify the process, tools like Rebyu can help.