Cada reseña de Google, Booking.com, Tripadvisor y Expedia, respondida como lo haría tu hotel. Las 10 primeras respuestas son gratis.
Últimas respuestas escritas para hoteles
Google
Filippo F.
Beautiful property but horrible service. We came to the hotel for lunch with a taxi, which couldn’t get to the property due to the town restrictions. We called the hotel to help us with their shuttle given we had bags and we were told that the shuttle only takes to the beach club. The receptionist told us it was a short walk from the town. It took us 15 minutes over multiple flights of stairs under the heat to get there and no apology from the staff. Not the way to treat customers.
Respuesta del propietario
Dear Filippo, We are very sorry to read about how your arrival for lunch unfolded. Having to walk for fifteen minutes in the heat up multiple flights of stairs with your bags after your taxi was stopped by the town's traffic restrictions is an exhausting start to a visit, and we regret that we did not assist you when you called or describe the walk from town more clearly. Even more so, we are sorry that you received no apology from us once you reached the hotel. That is not the welcome or the care we want any guest to experience at Palazzo Avino, even as we appreciate you noting the beauty of the property. We hope you will give us the opportunity to welcome you back in the future and show you the attentive hospitality you should have received.
Tripadvisor
George R.
A wonderful suite at the top of the hotel in a very convenient location in the city. The concierge (Charlyse), the bellman (Nicolas) and the checkout clerk (Imad) were all very gracious and helfpful
Respuesta del hotel
Dear George R, Thank you very much for your kind words about your suite at the top of the hotel. We are delighted that you enjoyed our convenient location and the gracious, helpful service of our Artisans, Charlyse, Nicolas and Imad. We will be sure to share your appreciation with each of them. We hope to have the pleasure of welcoming you back to Fauchon L’Hôtel Paris very soon. With our best regards, Front Office Manager
Google
Wellington L.
The location of this hotel is truly unbeatable, literally on the Ponte Vecchio. The staff at the hotel are also incredibly helpful and nice and remember you by name extremely quickly. A++ for services. Parking service is also great! The breakfast is also fresh, with a good selection of fruits, pastries and also made-to-order eggs/coffee included in the breakfast (we got breakfast through Hilton Gold status). The only drawback to this hotel are the rooms (we were in the base room)- here are some of the pros and cons: Pros: * A/C was pretty good, which is not that common in europe * Ferragamo toiletries- very nice hand-cream etc. * Turndown service was very good every day. Cons: * Wi-Fi in the room was really bad, so we relied on cellular data. * Bathtub is really long and skinny and tall. It is a cramped fit to shower and getting out of the tub is an adventure. * Shower water pressure was weak * Sound-proofing needs work- lot's of street noise.
Respuesta del propietario
Dear Mr Lee, thank you so much for your thorough review. We are delighted that you enjoyed our setting right by the Ponte Vecchio, the fresh breakfast, and the attentive care from our team—including our parking and daily turndown services, as well as the Ferragamo toiletries and effective air conditioning. At the same time, we are sorry that the Wi-Fi connection, the weak shower pressure, the shape of the bathtub, and the street noise in your room affected your comfort. We have noted these observations carefully. We all look forward to welcoming you back soon to Hotel Lungarno for a more seamless stay. Warm regards. Guest relations.
Booking.com1
Maria
I have stayed in the hotel before and was right. I asked to change the date of my room reservation | I booked the hotel asked for a change of date - chacked that the date of change has a similar price - Was said NO to the changed and was charged CH 300 - for not staying - I am a business traveller - Despite well planned sometimes changes arrised - I offered a fair for the hotel change an fair for me as there was availability and price was similar and it was said NO - I will not recomend this Hotel ( I am the sales director of the company I manage and most of my sales team travel to Zurich - I do not underestand the lack of flexibility -
Respuesta del alojamiento
Dear Maria Thank you for sharing your feedback, and for having stayed with us previously. We are sorry for the frustration caused when your request to move your reservation to another date was declined and the CHF 300 charge was applied. We understand that plans can change when travelling for business, especially when you had already checked that the new dates had availability at a similar rate. We regret that our response left you feeling we lacked flexibility toward a returning guest and your team. We would welcome the opportunity to review the details of your booking and the communication around your date change request directly. Please feel free to contact us directly by email.
Expedia10/10
Jaehoon
The hotel provided outstanding customer service by offering a complimentary room upgrade right away when my reserved room became unavailable. This was a sharp contrast to the unfair treatment I experienced at the car rental company at Frankfurt Airport. The hotel staff were highly professional and courteous. Furthermore, the location was superb, and both the indoor fitness center and the sauna facilities were excellent.
Respuesta del establecimiento
Dear guest, Thank you so much for your wonderful feedback! We are delighted to hear that our courteous team could quickly turn your arrival around with a complimentary room upgrade after your difficult experience at Frankfurt Airport. It is also lovely to know that you enjoyed our superb location as well as the fitness center and sauna facilities. It was a pleasure having you as our guest, and we hope to welcome you back to the “Bristol” soon! Yours sincerely, HÔTEL BRISTOL SALZBURG
Expedia10/10
Philip
Feels like a small independent hotel but that’s a good thing. Rooms and beds are comfortable. It can be a bit noisy if you need the windows open which you might as there’s no AC. Staff are all lovely and the food is great
Respuesta del establecimiento
Dear Guest, Thank you very much for your wonderful review. We are delighted to hear that you enjoyed the independent feel of our house, the comfortable room and bed, our food, and especially our lovely team. We also appreciate your note about the noise with the windows open and the lack of air conditioning. Because of our central location, the lively atmosphere outside can sometimes be heard in the rooms, and we are always happy to provide earplugs at reception for guests who are sensitive to noise. We will gladly share your kind words with our team and hope to welcome you back to Basel and the Krafft again soon. Warm regards, Your Hotel Krafft Basel Team
Tripadvisor
Brnbrklyn
,After staying at The Bristol our last two trips, it just doesn’t seem fair to review Fauchon. But I will. Fauchon tries but falls short. I’m from New York, and Fauchon is very much like a wannabe SoHo boutique hotel. ( IYKYK). Rooms are adequate but on the smaller side. Limited closet and drawers. Ladies, you might have a problem. 1 sink bathroom. Rooms could use some renovation. Older wood floors show wear and tear, scratches and dust. Modular desk unit. Ladies good luck with lighting in bathroom and the 1 skinny full length mirror. Our room is street side and it is noisy. If you are an early arrival chances are your room will not be ready. Trust me. Leave your clothing change and toiletries on top of your bag so you can access them easily. The alternative is shlepping your suitcase into a closet size locker room to dig thru your stuff to freshen up! Not ok. They may tell you that they will give you a room until your room is ready, but don’t count on it. On the positive side it is a great location. And good bed. Disappointing if you like finer hotels, otherwise a solid B-/C+
Respuesta del hotel
Dear brnbrklyn, Thank you for taking the time to share your detailed feedback following your stay at Fauchon L’Hôtel Paris. We are pleased to know that you enjoyed our central location and found your bed comfortable. However, we are truly sorry that your overall stay left you disappointed and did not deliver the five-star experience you were looking for. We understand your concerns regarding the size and layout of the room, the storage space, the bathroom configuration and lighting, as well as the street noise you experienced. We are also sorry to read your remarks about the condition and cleanliness of the wood floors, which is certainly not the standard we wish to present. In addition, we sincerely apologize for the inconvenience you faced upon your early arrival, both with the facilities provided to freshen up and the communication regarding a temporary room while yours was being prepared. I would personally appreciate the opportunity to discuss your stay with you in more detail. Please feel free to contact me directly by email. We hope to have the opportunity to regain your confidence in Fauchon L’Hôtel Paris. With our best regards, Front Office Manager
Tripadvisor
Kirk K.
Everything at Hotel Lungarno exceeded our expectations and made our stay in Florence truly memorable. We are already trying to find the time for a return trip. When we first got to the hotel we were immediately greeted by the team and got to work with Roberto to get checked in and ready to go. To say Roberto and his team went above and beyond for us during our whole stay is an understatement. We had tremendous help with dinner reservations and every spot was super special. Another stand out on the team was Mirko who helped us with everything we needed on property and was some amazing pizza and coffee recommendations. He also checked in on us frequently to make sure our stay was amazing - which it was. The Lungarno property is truly special. Amazing detail at every level. Room tremendous. Food great. Staff second to none. They made us love Florence! Can’t wait to return! Can’t recommend Lungarno more highly! Ciao!
Respuesta del hotel
Thank you for your wonderful review and for choosing Hotel Lungarno for your stay in Florence. We are delighted to know that your experience was so memorable and that our team made you love the city from the moment you arrived. It is especially rewarding to hear how well Roberto and his team looked after you throughout your visit, from your check-in to arranging special spots for dinner, and that Mirko took such great care of you at the hotel while sharing his favorite pizza and coffee places. We are also pleased that you enjoyed your room, our dining, and the attention to detail across the property. Your kind words will be shared with the entire team, and with Roberto and Mirko in particular. Thank you for your high recommendation. Whenever you find the time for that return trip to Florence, we look forward to welcoming you back to Hotel Lungarno. Grazie Guest Relations Manager
Booking.com9
Zhuan
The mountain view | The wifi was weak
Respuesta del alojamiento
Thank you for staying with us! We are delighted that you enjoyed the mountain view, and we are sorry that the Wi-Fi connection was weak during your stay. We hope to welcome you back to Grindelwald soon.
Expedia10/10
Wassim
Amazing place to stay in and get pampered. Thanks to great and wonderful staff that made the experience exceptional.
Respuesta del establecimiento
Dear Wassim, Thank you for taking the time to share feedback on your stay in Vals online. I am truly delighted to hear that you felt so well pampered during your visit. Especially your kind words about our team making your experience exceptional are very much appreciated, and I will gladly pass them on. I hope we will be able to welcome you back to Vals very soon. Warmest regards, General Manager
Google
Proboto
The splendour of yesteryear has faded. The hotel certainly had its heyday 100 years ago with its magnificent interior, sophisticated building and stunning architecture. Unfortunately, only small glimpses of the old luxury and splendour remain. The furnishings and rooms are crumbling and appear to have been thrown together without care, and are of poor quality. Rust and dirt are spreading. The lift is decaying and in need of restoration. Even the wallpaper inside the lift is coming off. The spa area only opens at 2:30 p.m. and closes at 8:00 p.m. Unfortunately, the staff are not particularly well trained and there was no warm and welcoming feeling of service and luxury. The paint is peeling, which is a shame, because this used to be a gem. The owner should urgently invest love and money in his property before it falls into complete oblivion.
Respuesta del propietario
Thank you for sharing your experience. While we are glad that you noticed the historic architecture and interior of TH Samedan Hotel Bernina 1865, we are sorry to read that the condition of the rooms, furnishings, and lift, including the peeling wallpaper and paint, as well as the cleanliness, left you with such an impression. We have also taken note of your comments regarding the opening hours of our spa area and the level of service and warmth you experienced from our staff. Providing attentive hospitality and maintaining the care of our property are priorities for us, and your observations are taken seriously as we work on our ongoing upkeep and service standards. Should you wish to share any further details about your stay, you may write to our reservations team, using the subject line “Stay report TH Samedan Hotel Bernina 1865 + Booking Number” and including the dates of your stay and your booking details.
Google
Jaehoon L.
Looking out from the hotel terrace at Hohensalzburg Fortress and across the street at Mozart’s Residence, I felt as if I had traveled back in time. The chiming of the bells from Holy Trinity Church on the left deeply stirred my traveler's soul. Naturally drawn outside, I enjoyed a serene early morning stroll through the Mirabell Palace gardens located right behind the hotel.
Respuesta del propietario
Dear guest, Thank you so much for your wonderful feedback! It is lovely to hear how much you enjoyed the views from our terrace toward Hohensalzburg Fortress and Mozart’s Residence, the bells of Holy Trinity Church, and your early morning stroll through the Mirabell Palace gardens right behind the “Bristol”. It was a pleasure having you as our guest, and we would be delighted to welcome you back to Salzburg soon! Yours sincerely, HÔTEL BRISTOL SALZBURG
El próximo huésped lee tu respuestaantes de reservar
89 %
de los usuarios de Tripadvisor dice que una respuesta atenta a una reseña negativa mejora su impresión del establecimiento.
Cada huésped recibe una respuestaque suena a tu hotel
Los huéspedes se dan cuenta cuando un hotel contesta a todos con el mismo párrafo, y la mitad de los consumidores lo penaliza. Lumina parte de lo que ha escrito este huésped y de las respuestas que tu equipo ya ha publicado.
Una reseña es una conversación que el próximo huésped lee por encima del hombro. Tu respuesta le enseña cómo escucha el hotel, y es lo único de esa página que escribes tú. Lumina redacta cada respuesta; tu equipo la lee, cambia lo que quiera y la publica.
Cómo funciona
Escribe el nombre y la ciudad de tu hotel, o pega la dirección de su web. Lumina lo encuentra en Google.
Lumina lee las reseñas de los últimos 60 días en Google, Booking.com, Tripadvisor y Expedia y te muestra las que siguen sin respuesta.
Contesta una de ellas con el tono de tu hotel, para que valores el resultado antes de registrarte.
Crea tu cuenta gratuita para guardarla. Incluye 10 créditos, es decir, 10 respuestas.
Edita cualquier respuesta, pide otra versión o añade lo que pasó durante la estancia y deja que Lumina la reescriba.
Copia la respuesta y publícala en el portal donde escribió el huésped.
Google
Booking.com
Tripadvisor
Expedia
El tono de tu hotel
Lumina aprende cómo responde tu hotel a partir de las respuestas que ya ha publicado: cómo saluda, cuánto escribe, cómo firma. Puedes leer lo que ha aprendido y corregirlo.
Aquí tienes la misma reseña respondida dos veces. La primera respuesta podría ser de cualquier hotel del mundo. La segunda solo puede ser del tuyo.
“Lovely staff, but our room faced the car park and the walls were thin. Not what we expected for the price.”
Una respuesta genérica de IA
Dear Guest, thank you for your valuable feedback. We are sorry to hear that your experience did not meet your expectations. We take all comments seriously and will share them with our team. We hope to welcome you back soon.
La respuesta de Lumina
Thank you, Paolo, and we will pass your words to Giulia at reception. You are right about the car park side: those rooms are our quietest at night, but the view is not what the price promises. Next time, write to me before you arrive and I will keep a river room for you. Beatrice, Front Office Manager
La reseña y las dos respuestas son un ejemplo escrito para The Riverside Grand, un hotel de muestra.
Responde en el idioma del huésped o en el que suele usar tu hotel, como prefieras, y mantiene el tono que tu hotel tiene en ese idioma. Booking.com solo publica respuestas en el idioma de la reseña o en inglés.
Claves de una buena respuesta
Los investigadores han analizado cientos de miles de reseñas de hoteles y sus respuestas. Hay seis conclusiones sólidas.
Responde primero a las reseñas negativas y mixtas. Las respuestas a reseñas negativas mejoraron las valoraciones posteriores, según un estudio del Journal of Marketing Research.
Agradece las reseñas buenas en pocas palabras. El mismo estudio comprobó que las respuestas a reseñas positivas ayudaban menos, y que perjudicaban si convertían el elogio en publicidad.
Explica qué pasó cuando el problema fue el servicio, y muestra empatía cuando fue una persona. Es la fórmula que un estudio de Information Systems Research identificó como eficaz.
Responde en pocos días. El 81 % de los consumidores espera una respuesta en el plazo de una semana, y el 32 %, al día siguiente, según BrightLocal.
Los ejemplos de esta página siguen estas reglas.
Respuestas por tipo de reseña
La mayoría de las reseñas encaja en unos pocos tipos, y cada uno pide una respuesta distinta. Estos son los casos por los que más preguntan los hoteles, con la respuesta que Lumina escribiría para The Riverside Grand.
Una reseña de 1 estrella sin texto
Responde igualmente, en pocas palabras y sin suponer qué falló. Invita al huésped a escribir a una persona concreta, con su nombre, para llevar la conversación a un canal donde puedas ayudarle.
We are sorry your stay earned 1 star. We would like to understand what happened: please write to Beatrice, our front office manager, at the address on our website.
Una reseña de 3 estrellas sin comentario
Un 3 es un huésped que podría haber salido más contento. Dale las gracias, menciona algo de lo que estés orgulloso e invítale a contarte qué habría convertido la estancia en un 5.
Thank you for staying with us. If there is one thing that would have made your stay better, I would really like to hear it: write to me at the address on our website. Beatrice, Front Office Manager
Una reseña de 5 estrellas
Sé breve y concreto, y no conviertas el elogio del huésped en un anuncio. Menciona a la persona o el detalle que le encantó.
Thank you, Clara. Luca was very proud to hear his espresso martini made your anniversary. Beatrice, Front Office Manager
Una reseña injusta o equivocada
La respuesta va dirigida al próximo huésped, que leerá las dos versiones. Expón los hechos una sola vez, con calma, y no entres en discusiones.
Thank you for your review. Breakfast is included in every rate booked on our website, and it was included in yours. From this week the team says it at every check-in, so it is clear from the first minute.
Ruido por la noche
Explica de dónde venía el ruido y qué puede pedir el huésped la próxima vez. Una habitación tranquila, si la pide, es una promesa que puedes cumplir.
The bar terrace closes at midnight, but we know the rooms above it hear the last guests leave. Next time, ask for the garden side when you book and we will hold it for you.
Una habitación que no estaba limpia
Pide disculpas sin rodeos. Explica qué has revisado y cambiado, porque esta es la reseña que los futuros huéspedes leen con más atención.
We are sorry. A room should never be handed over like that, and our housekeeping manager inspected your floor the same day. Every room is now checked by a supervisor before it is released.
Un huésped que nunca llegó
Algunos portales permiten dejar una reseña con una reserva que no se usó. Responde con los hechos y pide al portal que revise la reseña desde tu extranet o tu área de partner.
Our records show this booking was cancelled 2 days before arrival, so we could not welcome you. If you think this is a mistake, please write to us and we will look at it together.
Dónde se publica cada respuesta
Lumina redacta; tu equipo publica. Junto a cada respuesta hay un botón que la copia y abre la página donde se contesta.
Portal
Dónde responde tu equipo
Google
Perfil de Empresa de Google, desde la Búsqueda o Maps, con sesión iniciada como propietario o administrador del hotel
Booking.com
La extranet de Booking.com, en Comentarios de clientes, o la app Pulse
Tripadvisor
Tripadvisor Management Center, en Opiniones
Expedia y Hotels.com
Expedia Partner Central, en Opiniones
Lumina lee reseñas públicas, así que funciona con el acceso que tu hotel ya tiene en cada portal.
Para ver qué elogian y qué critican más los huéspedes en tus últimas 100 reseñas de Google, prueba gratis el análisis de reseñas del hotel.
Quién lo usa
Cargo
Qué hace con Lumina
Jefe de recepción
Deja contestadas las reseñas de la noche antes de la reunión de la mañana.
Director general
Lee primero las negativas y añade lo que pasó realmente.
Responsable de marketing
Mantiene el mismo tono en Google, Booking.com, Tripadvisor y Expedia.
Propietario de un hotel pequeño
Contesta las reseñas de toda una semana en lo que se toma un café.
Cuánto cuesta
Cada respuesta cuesta 1 crédito, igual que una versión nueva, una reescritura con tus indicaciones o una traducción. Tu cuenta gratuita incluye 10 créditos, una sola vez: 10 respuestas.
Después, compras créditos cuando los necesites y ves lo que cuesta cada acción antes de hacer clic. 100 respuestas al mes salen por entre 13 € y 18 €.
Créditos
Precio
Respuestas
25
4,50 €, 5 $, 4 £ o 4 CHF
25
120
18 € o 20 $
120
350
45 € o 50 $
350, unos 13 céntimos cada una
Los grupos, cadenas y agencias que gestionan las reseñas de muchos hoteles pueden hablar con nosotros sobre un plan a la medida de su volumen.
Preguntas frecuentes
¿Debe un hotel responder a todas las reseñas?
Responde a todas las reseñas negativas y mixtas, en pocos días. Responde a las buenas cuando tengas algo concreto que decir, y sé breve. Es lo que respalda la investigación citada arriba, y con Lumina solo pagas las respuestas que pides.
¿Puedo conseguir que Booking.com o Tripadvisor eliminen una reseña?
Solo cuando incumple las normas del portal, por ejemplo si describe otro hotel o contiene insultos. Puedes pedir su revisión desde la extranet o el Management Center. Mientras el portal decide, lo que lee el próximo huésped es una respuesta serena.
¿Notarán los huéspedes que la respuesta está escrita con IA?
En un experimento de 2025 publicado en Tourism Management, los lectores no supieron distinguir las respuestas escritas con ChatGPT de las escritas por el personal del hotel. Lo que sí notan es la misma respuesta repetida, así que Lumina parte de las palabras de cada huésped y tu equipo lee y firma cada respuesta.
¿Lumina publica las respuestas?
No. Copias cada respuesta y la publicas tú. Lumina te abre la página adecuada de cada portal, así que basta con un clic.
¿En qué idiomas escribe?
Escribe en el idioma del huésped o en el idioma habitual de tu hotel, como prefieras, con el tono que tu hotel usa en ese idioma.
¿Necesito ser partner de Booking.com o Tripadvisor?
No. Lumina lee reseñas públicas y escribe las respuestas; tú las publicas con el acceso que tu hotel ya tiene.
¿Puedo usarlo en el móvil?
Puedes empezar en el móvil y crear allí tu cuenta. Para redactar y editar respuestas, es más cómodo un ordenador o una tablet.
Muchos hoteles,un solo lugar para responder
Para grupos y agencias que gestionan las reseñas de varios establecimientos: un tono propio para cada hotel, reglas de marca para todo el grupo y un precio que se ajusta a tu volumen.
Google
Tripadvisor
Booking.com
Expedia