From the AI playbook for hotels and B&Bs

New to AI? You don't need to learn anything first. Follow the steps below: open the tool, paste the prompt, fill in the [brackets], then check the result before you use or send it. See also how to use AI at work, for beginners.

Job 1 of 16ChatGPTGeminiClaude

Reply to guest reviews, good and bad

Future guests read your replies as closely as the reviews. A calm, specific reply to a bad review can win more bookings than five stars.

Time: 5 minutes per reviewTool cost: you can start with a free AI tool

A free AI chat tool (ChatGPT, Gemini, Copilot or Claude)

Steps

Copy the review text (leave out the guest's surname).
Add the facts: what actually happened and what you've changed.
Use the prompt, then edit so it sounds like you.
Post from your booking platform or Google Business Profile.

The exact prompt

Copy, paste, then fill in the [brackets]

Draft a reply to this guest review for our [hotel / B&B] in [town].
Review: [paste]
What actually happened: [facts]
What we've changed since: [if anything]
Tone: warm, [British] English, no grovelling, no arguing. Under 90 words. Thank them by first name only. Don't mention room numbers, prices paid or any other guest. Don't offer refunds or compensation unless I say so: [offer or none].

✓ Check before you send

No personal details or booking information in a public reply.
Facts match what really happened.
You haven't admitted fault you don't accept.

UK notes extra

Don't offer discounts or freebies in exchange for reviews, and never write fake ones. CMA: fake reviews guidance.

Last reviewed Oct 2026. Free tools change. If a screen looks different, the steps still apply.Back to top ↑

More AI jobs for hotels and B&Bs

Build a set of quick replies for guest messages
Write a pre-arrival email that answers the usual questions
Refresh your listing and website description (subscribers)
Write a local guide guests actually use (subscribers)
Spot themes in a month of reviews (subscribers)
Send a post-stay thank-you that invites a direct booking (subscribers)
Offer extras before arrival (subscribers)

See all 16 jobs in the hotels and B&Bs playbook →

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