Review replies for small hotels
Noise, cleanliness and check-in for a small hotel. An English review gets an English reply, and the fix happens at the desk.
The language of the guest
A small hotel in Mexico gets reviews in Spanish and in English. Answering an English review in English shows you read it. Answering in Spanish leaves the doubt that you missed the problem.
A formal tone fits the front desk. A warm one fits a smaller inn. Do not promise a free night in public.
Noise, cleanliness, arrival
On noise or cleanliness, say the stay was not the one you planned and ask them to write with the date and room number through a private channel. Do not argue that “the street is always loud” or blame the guest for the arrival time.
The fix — a room change, maintenance, a desk apology — happens at the hotel. The review only shows that someone is on the other side.
A fictional English example
Review: “The room was very noisy and the staff was rude.” A possible reply thanks them, says the stay was not the one you planned, and asks for a private message. It does not say the guest exaggerated, and it does not name the person on shift.
The examples are fictional. The draft on the home page is a suggestion: read it before you post it.