Want to make the most of your review replies? We've put together this guide to help you create thoughtful and effective responses. If you want to know more about the feature functionality, check this article.
Timing is everything
You have 30 days to respond to any review - try to reply within a few days while the experience is still fresh. Quick responses show travelers you care and you're actively listening to their feedback.
Start on the right note
Your opening sets the tone for your entire response. A thoughtful beginning shows travelers you value their feedback and pay attention to their experience. Here's how to start your response on the right note:
• Thanking the traveler for taking the time to share their experience
• Using a friendly but professional tone
• Keeping it personal and meaningful - mention specific details they shared
Instead of: "Thanks for your review". Try this: "Thank you for highlighting how much you enjoyed the sunset view from Castle Hill!"
Polish your responses
Quality matters. Your response represents both your business and GetYourGuide. A polished, professional reply helps build trust with travelers. Before responding, take a moment to review these key points:
• Check spelling and grammar
• Keep it clear and brief (2 short paragraphs maximum is ideal)
• Avoid slang or overly casual language
• Focus on the specific experience
• End on a positive and welcoming note
Example: "Thank you for sharing your experience on our Castle Tour! We're particularly happy to hear you enjoyed the sunset views and our guide Maria's historical stories. We're continuously working to make our tours even better, and feedback like yours helps us achieve this. We hope to welcome you back on another adventure soon!"
Remember: Your response should feel like a warm, professional conversation rather than a formal letter or casual chat.
Responding to positive reviews
Positive feedback is a chance to reinforce great experiences and show travelers what makes your activity special. It is your opportunity to turn one-time customers into lifelong customers.
When a guest takes time to share their joy, your response should reflect that same enthusiasm, so try to:
• Show genuine appreciation
• Reference specific highlights they mentioned
• Keep it warm but concise
Example: "Thank you for joining our Walking Food Tour, [Name]! We're delighted you enjoyed the local pastries and our guide Mario's stories about the old town. Your kind words about the hidden spots we visited are much appreciated. We hope to welcome you on another food adventure soon!"
Handling constructive feedback
Every piece of feedback is an opportunity to show your commitment to improvement and great service. The way you handle concerns can turn a challenging situation into a chance to build trust with travelers. Here are some suggestions on how to reply to unfavorable reviews:
• Try to see things from your customer's perspective
• Some people may write angry reviews and later regret it. Always respond professionally and avoid using irony or sarcasm.
• Address specific concerns
• Share how you're improving
• Direct refund requests to our Customer Care team when needed
Example:"Thank you for your honest feedback about our City Bike Tour. We apologize that the tour started 15 minutes late - this isn't our usual standard. We've adjusted our preparation time to ensure punctual starts. We appreciate you bringing this to our attention as it helps us improve our service."
What not to do in your responses
Even with challenging reviews, it's important to maintain professionalism and stay solution-focused. Your response will be sent directly to travelers, so avoid these common pitfalls that could negatively impact your reputation:
• Arguing with or dismissing feedback. Instead of: "You're wrong about the waiting time." Do this: "We appreciate your feedback about the waiting time and are reviewing our scheduling process to improve the experience."
• Making excuses or blaming others. Instead of: "The traffic was bad, and the bus company was late." Do this: "We apologize for the delayed start. We're implementing new timing buffers to ensure punctual departures."
• Including a sales pitch. Keep the focus on addressing their experience rather than promoting other tours or special offers.
• Sharing personal contact details. Instead direct customers to official GetYourGuide customer channels for support.
• Discussing prices or refunds. Use this instead: "For any booking-related concerns, please contact GetYourGuide's Customer Care team who will be happy to assist you."
Frequently Asked Questions
Should I respond in the same language as the review?
You don’t need to. Simply write your response in your preferred language and the message will be automatically translated into the traveler’s language.
What if a review contains incorrect information?
Sometimes travelers might misremember or misunderstand aspects of their experience. To address this professionally, thank them for their feedback, gently clarify the facts without being defensive and try to focus on the actual experience.
Example: "Thank you for your review. We'd like to clarify that our tour does include all museum entries, as listed in the booking details. We apologize if this wasn't clear during your experience."
Can customers respond to reviews?
No, the emails are sent from a no-reply email address and customers are currently not able to respond to reviews.
Can I edit my responses?
It is not possible to edit responses as they will be sent automatically to customers via email once you click “send”.
Every response is a chance to show future travelers that you care about their experience. Keep it genuine, professional, and constructive.
Please note that every reply will be monitored, and inappropriate language will be moderated. Our terms and conditions apply, and we reserve the right to block responses if necessary.