Read this to learn how to respond to traveler review comments using the new “Review Reply” feature in the Supplier Portal.
What is the “Review Reply” feature?
The “Review Reply” feature lets you respond directly to traveler review comments.
Why is replying to reviews important?
- Show travelers you value their feedback.
- Address concerns or clarify situations.
- Engage with customers and enhance your reputation.
How can a review be replied to?
- Log in to the Supplier Portal
- Go to Reviews under Performance
- Find the review you want to reply to
- Click Reply
- Write your response in your preferred language in the text box and click Send reply. Your message will be automatically translated into the traveler's language if needed
Best practices for replying to reviews
Engaging with travelers and addressing their feedback shows that you care. Here are some tips on how to do it effectively:
General tips:
- Maintain a professional tone: Use friendly and respectful language, even when addressing negative feedback.
- Be concise and relevant: Keep responses short, clear, and focused on the traveler’s feedback.
- Acknowledge positive reviews: Thank travelers for their feedback or share relevant information when appropriate.
- Avoid promotional content: Focus on addressing the review rather than advertising your services.
Content Guidelines for Review Replies
To ensure your reply complies with our standards, follow these guidelines:
- Minimum word count: Replies must contain more than 10 words to appear on the Activity Detail Page (ADP). Replies with fewer words will only be visible to the customer via email.
- Emoji limit: Replies cannot include more than 5 emojis to maintain professionalism and readability.
- Avoid unnecessary company references: Replies that include templated or promotional language, or unnecessary mentions of GetYourGuide, may be filtered during our quality review process. Focus on addressing the customer's specific experience instead.
- Respect privacy: If the customer left an anonymous review, maintain their privacy.
Please note that your reply will be sent to our mutual customer but if reply does not adhere to content guidelines it will not be visible on Tour Page. 
Using the “Optimize” Feature
The “Optimize” button ensures your reply meets quality standards. It provides:
- Quality checks: Spelling mistakes and improper formatting are flagged.
- Guideline adherence: AI suggests improvements for better compliance.
- Draft adjustments: AI can help rewrite replies to align with content guidelines.
Note: Replies rejected during moderation cannot be resubmitted. Use the Optimize feature to ensure your reply is acceptable before submission.
Handling negative reviews
Negative reviews can happen to any experience creator. Sometimes, customers may have had different expectations. These reviews can help you improve future customer experiences and earn back trust.
Best practices for handling negative reviews:
Negative reviews can help you improve your offerings and regain trust. Respond thoughtfully using these best practices:
- Show empathy: Acknowledge concerns and respond with understanding.
- Be honest: Take responsibility for mistakes but clarify situations beyond your control.
- Respect privacy: Avoid sharing personal or booking details. Redirect customers to GetYourGuide’s official support channels for booking-related issues.
What is the current scope of the feature?
- Limited response window: You can only reply to reviews posted within the last 30 days.
- Single reply per review: Replies cannot be edited after submission.
- Content moderation: Offensive or inappropriate replies are blocked.
- Reply to comments only: Star-only reviews cannot be replied to.
Frequently Asked Questions
-
Why is my reply not visible?
Replies mentioning GetYourGuide are filtered out to protect our brand. Consider rephrasing without the mention as the review will not be visible on your product page and the action is not reversible. Please note that if your reply is not visible, the customer still received the reply. -
What happens if my reply is too short or contains too many emojis?
Replies with fewer than 10 words will only be visible to the customer via email. Replies with more than 5 emojis may be flagged and removed during moderation. -
Can I edit my reply after submission?
No, replies cannot be edited once submitted. Ensure your response is accurate and complete before sending.
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