Guests who are hesitating read the reviews, then the property's reply. Faced with a comment about bed bugs or cockroaches, it is often the reply that tips the balance: calm and precise, it reassures; a curt denial worries readers more than the review itself.
This guide separates three situations, because you don't reply in the same way to a confirmed infestation, to an inspection that found nothing and to a review too vague to know what it is about. It also offers a sample private message and the list of documents to keep on file.
Check first, write second
Take the time to establish the facts: find the room and the dates of the stay, look at its check sheet and have the room and those around it inspected if that hasn't been done yet. The room stays off sale in the meantime.
A reply based on an inspection report is more credible and shorter: you describe what was done instead of justifying yourself.
Situation 1: the infestation is confirmed
Acknowledge the inconvenience without going into technical detail, and describe the measures actually taken. Write only what is true on the date of your reply.
- "Thank you for your feedback; we sincerely regret the conditions of your stay."
- "The room was taken off sale as soon as you told us, and a certified technician inspected it, along with the neighbouring rooms."
- "It was treated, then checked on a second visit, before being offered again."
- "Our team remains available to talk this through with you directly."
Situation 2: the inspection found nothing
Avoid implying that the guest is mistaken. Simply describe the check and what you have stepped up.
- "Thank you for taking the time to write to us; we take this kind of remark very seriously."
- "We had the room inspected by a professional, who found no insect activity."
- "We have nevertheless stepped up the checks carried out at each check-out."
- "Please contact our front desk if you would like to give us more details."
Situation 3: the review is vague
"Creepy-crawlies", "insects everywhere": without details, there is no way to know whether it means bed bugs, mosquitoes that came in through the window or ants. Have the room inspected all the same, then reply by inviting the guest to give details privately, without using the words "bed bugs" yourself if the guest didn't.
Whatever the situation, a few rules apply: never accuse the guest of bringing the insects, don't claim it is "impossible" in your property, name neither product nor contractor, and reveal nothing personal about the stay.
The private message and the internal file
Through the platform's messaging, a private message can complement the public reply: recall the dates, offer a phone call, ask for details or photos. Offer to talk first, rather than spontaneous compensation.
Finally, build a file: screenshot of the review, inspection, treatment and check reports, room sheet, published reply. If the question comes up again, every sentence of your reply is backed up. Reporting a review to the platform is, in principle, for content that breaks its rules (abuse, personal data, content unrelated to the stay); a negative but genuine review generally doesn't qualify.
From published review to reopened room, in 6 steps
To start as soon as the review appears in your partner account.
- 1
Move 1
Find the stay
Room, dates and the matching check sheet.
- 2
Move 2
Pull the room from sale
Blocked in the system and head housekeeper informed.
- 3
Move 3
Have it inspected
Room and neighbouring rooms, dated photo report.
- 4
Move 4
Treat if needed
Targeted treatment, then a check visit before putting the room back on sale.
- 5
Move 5
Choose your reply
Situation 1, 2 or 3 according to the report; a few sober sentences, reread by a second person.
- 6
Move 6
Reinforce and file
Check routine reminded to the teams and full file kept.
The tick list
Reviews mentioning pestsTick on screen or print the page: the list fits on a single sheet.
Your questions
Is it better to reply quickly or wait for the report?
Wait for the inspection report, usually available within one or two days. An instant reply with no facts is less convincing than one describing a real check.
Should we name the company that came?
There's no need. Mentioning a technician or a certified professional is enough; what matters to readers is the measures taken.
Can we ask the guest to change the review?
You can tell the guest about the measures taken in a private message, but avoid any pressure or incentive tied to changing the review: it is badly received and generally against platform rules.
Can a single review really reduce bookings?
A review about pests catches the eye more than a remark about the coffee. On its own it is rarely decisive; it is a clumsy reply, or a second review of the same kind, that gives it weight.
A room to set aside today?
Take it off sale, book an inspection in a 2-hour slot and receive the photo report on the day of the visit.
