In short
When a review mentions pests, first check the facts with an inspection, then reply publicly in a few measured sentences: thanks, action taken, an invitation to continue privately. A factual reply reassures future guests; an aggressive denial worries them more.
Future guests read reviews, but they also read how the property responds. A review mentioning bed bugs or cockroaches is worrying; the reply can soften its impact or make it worse.
This guide offers a two-stage method: fix the problem if there is one, then reply publicly in a way that reassures. It works for Booking.com as well as other review platforms.
Before you reply: establish the facts
Don't reply in the heat of the moment. Identify the room and dates of stay, look at the room's check sheet and have the room and its neighbours inspected if that hasn't happened yet.
You can't write “the problem has been resolved” without knowing whether there was one. The inspection also gives you the substance of your reply.
What not to write
A public reply speaks less to the unhappy guest than to everyone hesitating to book. So avoid:
- Questioning the guest's good faith or accusing them of bringing the insects.
- Claiming it's “impossible” in a property of your standard: bed bugs have nothing to do with cleanliness or star rating.
- Going into technical details or naming products.
- Revealing anything personal about the guest's stay.
The reply template
Adapt it to your tone and keep it short: four to six sentences are enough. Pick the third sentence according to the inspection result.
- “Thank you for taking the time to share your experience; we are truly sorry for the inconvenience.”
- “As soon as we received your comments, we closed the room and had it inspected by a certified professional.”
- If the infestation was confirmed: “The room was treated and checked again on a follow-up visit before being returned to service.”
- If nothing was found: “The inspection found no activity; we have nonetheless stepped up our checks at every check-out.”
- “We would be glad to discuss this with you directly: please don't hesitate to contact our reception.”
The corrective plan behind the reply
The reply only counts if it's true. The corrective plan follows the four stages of the Méthode Verrou: detect (inspection of the room and adjoining rooms), neutralise (targeted treatment), seal (fewer hiding places, sealant, encasements) and monitor (follow-up visit and stepped-up housekeeping checks).
Keep the photo report and the written guarantee: they back up every sentence of your reply if the question comes up again.
Reporting a review: when it applies
Platforms let you report reviews that break their rules: abusive language, personal information, content unrelated to the stay. A negative but genuine review generally doesn't fall into that category.
Check the current rules in your partner account, and focus instead on the quality of your reply and on the stays that follow.
From review to reopened room, in 6 steps
Follow these as soon as the review is published.
- 1
Step 1
Identify
Find the room, the dates of stay and the matching check sheet.
- 2
Step 2
Isolate
Take the room off sale and tell the head housekeeper.
- 3
Step 3
Get an inspection
Professional inspection of the room and neighbouring rooms, with a dated photo report.
- 4
Step 4
Correct
Targeted treatment if needed, then a follow-up visit before resale.
- 5
Step 5
Reply
Post a short, factual reply based on the report.
- 6
Step 6
Reinforce
Remind teams of the inspection protocol and step up checks for a few weeks.
Printable checklist
Bad review: respond and correctTick as you go, or print the page: the list fits on a single sheet.
Frequently asked questions
How long should I wait before replying?
Long enough to get the inspection result, usually one to two days. A quick reply with no facts is less convincing than one describing real action.
Can I contact the guest privately?
Yes, through the channels the platform provides. Offer a conversation rather than spontaneous compensation, and stick to the facts.
Should I name the pest control company?
There's no need: “a certified professional” is enough. What matters is describing the action taken and the result.
Can a single review really matter?
A review mentioning pests draws more attention than a comment about breakfast. It's rarely decisive on its own, but a clumsy reply or a second similar review makes it far more visible.
A suspect room this morning?
Close it, book an inspection in a 2-hour slot and get the photo report the same day.
