Hotel Online Reputation & Review Response Pack: Review Response Templates and Tracker

Full description

This pack is for general managers, guest relations and marketing managers, and owners of small hotels who answer guest reviews themselves. It gives you the wording, the tracking sheet and the written rules in one place. You answer faster, you keep the tone consistent, and you know which complaints repeat. Everything is editable. Nothing is tied to a brand, a review site or a software product.

Save with a bundle: this template is also in the Hotel Sales, Marketing & Revenue Bundle, 14 templates for $39 instead of $100. All 141 templates are in the All-Access Hospitality Template Library for $79.

What is inside

• Review_Response_Templates.docx (15 pages): 128 ready-to-edit replies in 14 sections. Nine topic sections (cleanliness, noise, staff and service, breakfast and food, location, value, maintenance, safety and security, billing and fees) with 11 replies each, and five general sections. Replies are grouped as positive (45), neutral (23), negative (44) and disputed or suspected fake (16). Also a tone guide, a do and don't list, a reply structure and a phrase bank.
• Reputation_Tracker.xlsx (10 tabs): Start Here, Settings, Review Log, SLA Tracker, Monthly Report, Trend, Topic Heatmap, Site Scorecard, Action Plan, Rating Goal. The log holds 500 rows and ships with 147 illustrative sample reviews. The workbook has 4,964 formulas, 11 drop-down validations and 8 native charts. Sentiment, month, SLA target, response time and SLA result are calculated.
• Reputation_Playbook.docx (24 pages): reputation policy with 12 rules, roles and responsibility grid, daily, weekly and monthly routines, a nine-step reply workflow, a four-level escalation matrix, 10 legal-sensitive case types (generic), fake review procedure, ethical review requests, service recovery limits, KPIs, a 22-task 90-day improvement plan, nine topic checklists, and six appendices with forms.
• Quick_Reference.pdf (2 pages, A4): reply steps, targets, escalation triggers, do and don't, red flags, template index.
• LICENSE-and-Terms.txt and README.txt.

How it works

1. Set your hotel name, report month, target rating and reply-time targets in Settings.
2. Log each new review in Review Log with up to three topic tags, a severity and an owner.
3. Pick a reply from the template document by topic and rating, edit the [brackets], and post it.
4. Enter the reply date and time. The tracker shows whether you met your target and lists open reviews.
5. Each month, read the Monthly Report and Topic Heatmap, then update the Action Plan.

Details

• Formats: Word (.docx), Excel (.xlsx), PDF.
• Language: English. A4 layout. Currency is an editable label, not a fixed symbol.
• Software: Microsoft Word and Excel 2010 or later, or compatible apps. No macros.
• Delivery: instant digital download. Nothing is shipped.
• Review sites are called "review sites". You rename Site A to Site D in Settings.

Good to know

• Sample reviews, ratings, dates and actions are illustrations. They are not benchmarks.
• Reply times, limits and targets are examples. Set your own.
• This is a working tool. It is not legal advice. The playbook marks every legal-sensitive point "Verify local requirements".
• Single-user license. Do not redistribute.

FAQ

Do I need special software? No. Word and Excel are enough. The workbook has no macros.

Can I use it in Google Sheets? The workbook is built in Excel. It should open in other spreadsheet apps, but charts, conditional formatting and named ranges can behave differently. Test it with a copy before you rely on it.

Can I edit the templates? Yes. Every reply is plain text with [bracketed fields]. Change anything to match your voice and your hotel.

Is anything physical shipped? Can I get a refund? No, this is a digital download. Because files cannot be returned, refund terms follow the store policy shown at checkout.

Does it name specific review sites or booking platforms? No. It uses "review sites" so it works with any site you use.

Who is it for? Hotel general managers, guest relations and marketing managers, front office managers and owners of small hotels and guesthouses. Restaurants and resorts can adapt the text.