Répondez à vos avis clientsdans le ton de votre hôtel
Une réponse à chaque avis Google, Booking.com, Tripadvisor et Expedia, dans le ton de votre hôtel. Vos 10 premières réponses sont offertes.
Les dernières réponses rédigées pour des hôtels
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.
Réponse du propriétaire
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
Réponse de la direction
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.
Réponse du propriétaire
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 -
Réponse de l’établissement
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.
Réponse de l’établissement
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
Réponse de l’établissement
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+
Réponse de la direction
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!
Réponse de la direction
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
Réponse de l’établissement
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.
Réponse de l’établissement
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.
Réponse du propriétaire
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.
Réponse du propriétaire
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
Le prochain client lit votre réponseavant de réserver
89 %
des utilisateurs de Tripadvisor estiment qu’une réponse soignée à un avis négatif améliore l’image qu’ils ont de l’établissement.
Chaque client reçoit une réponseà l’image de votre hôtel
Les clients voient bien quand un hôtel répond à tout le monde avec le même paragraphe, et la moitié des consommateurs en tiennent rigueur à l’établissement. Lumina part de ce que ce client a écrit et des réponses que votre équipe a déjà publiées.
Un avis, c’est une conversation dont le prochain client est témoin. Votre réponse lui montre la façon dont l’hôtel écoute, et c’est la partie de la page qui vous revient. Lumina rédige chaque réponse ; votre équipe la relit, l’ajuste si besoin et la publie.
Comment ça marche
Saisissez le nom et la ville de votre hôtel, ou collez l’adresse de son site. Lumina le retrouve sur Google.
Lumina lit les avis des 60 derniers jours sur Google, Booking.com, Tripadvisor et Expedia, et affiche ceux qui sont encore sans réponse.
Lumina répond à l’un d’eux dans le ton de votre hôtel : vous jugez le résultat avant de vous inscrire.
Créez votre compte gratuit pour la conserver. Il comprend 10 crédits, soit 10 réponses.
Modifiez n’importe quelle réponse, demandez une autre version, ou précisez ce qui s’est passé pendant le séjour pour que Lumina la réécrive.
Copiez la réponse et publiez-la sur le site où le client a laissé son avis.
Google
Booking.com
Tripadvisor
Expedia
Le ton de votre hôtel
Lumina apprend la manière de répondre de votre hôtel à partir de ses réponses déjà publiées : la formule de salutation, la longueur, la signature. Vous pouvez consulter ce que Lumina a retenu et le corriger.
Voici le même avis et deux réponses possibles. La première pourrait venir de n’importe quel hôtel au monde. La seconde ne peut venir que du vôtre.
“Lovely staff, but our room faced the car park and the walls were thin. Not what we expected for the price.”
Une réponse d’IA générique
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 réponse rédigée par 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
L’avis et les deux réponses sont un exemple rédigé pour The Riverside Grand, un hôtel fictif.
Lumina répond dans la langue du client ou dans celle que votre hôtel emploie d’habitude, au choix, et garde le ton de votre hôtel dans cette langue. Booking.com ne publie les réponses que dans la langue de l’avis ou en anglais.
Ce qui fait une bonne réponse
Des chercheurs ont étudié des centaines de milliers d’avis d’hôtels et les réponses qui les accompagnent. Six constats se confirment.
Répondez d’abord aux avis négatifs et mitigés. Les réponses aux avis négatifs ont fait progresser les notes reçues ensuite, selon une étude du Journal of Marketing Research.
Pour les bons avis, remerciez en quelques mots. La même étude montre que répondre aux avis positifs aide moins, et nuit quand la réponse transforme le compliment en publicité.
Expliquez ce qui s’est passé quand le problème venait du service, et montrez de l’empathie quand il venait d’une personne. C’est l’approche qui fonctionne d’après une étude d’Information Systems Research sur les réponses aux avis.
Signez de votre nom et de votre fonction, et indiquez un moyen direct de vous joindre. Ces deux pratiques vont de pair avec plus de réservations, selon une étude de 2024 menée sur Booking.com.
Répondez en quelques jours. 81 % des consommateurs attendent une réponse dans la semaine, et 32 % dès le lendemain, selon BrightLocal.
Les exemples de cette page appliquent ces règles.
Répondre à un avis négatif, neutre ou positif
La plupart des avis entrent dans quelques catégories, et chacune appelle une réponse différente. Voici celles sur lesquelles les hôtels nous interrogent le plus, avec la réponse que Lumina rédigerait pour The Riverside Grand.
Un avis 1 étoile sans commentaire
Répondez quand même, brièvement, sans chercher à deviner ce qui n’a pas fonctionné. Invitez le client à écrire à une personne citée par son nom, pour poursuivre l’échange là où vous pouvez l’aider.
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.
Un avis 3 étoiles sans commentaire
Un 3, c’est un client qui aurait pu être plus satisfait. Remerciez-le, citez une chose dont vous êtes fier, et invitez-le à vous dire ce qui en aurait fait 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
Un avis 5 étoiles
Soyez bref et précis, sans transformer le compliment en publicité. Citez la personne ou le détail qui a marqué le client.
Thank you, Clara. Luca was very proud to hear his espresso martini made your anniversary. Beatrice, Front Office Manager
Un avis injuste ou erroné
La réponse s’adresse au prochain client, qui lit les deux versions. Rétablissez les faits une fois, calmement, sans polémiquer.
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.
Du bruit la nuit
Dites d’où venait le bruit et ce que le client peut demander la prochaine fois. Une chambre calme sur demande est une promesse que vous pouvez tenir.
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.
Une chambre mal nettoyée
Présentez des excuses sans détour. Expliquez ce que vous avez vérifié et corrigé : c’est l’avis que les futurs clients lisent avec le plus d’attention.
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 client qui n’est jamais venu
Certains sites permettent de laisser un avis après une réservation non honorée. Répondez-y factuellement, puis demandez au site de vérifier l’avis depuis votre extranet ou votre espace partenaire.
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.
Où publier chaque réponse
Lumina rédige ; votre équipe publie. À côté de chaque réponse, un bouton la copie et ouvre la page où la publier.
Site
Où votre équipe répond
Google
Fiche d’établissement Google (Google Business Profile), depuis la recherche ou Maps, en étant connecté comme propriétaire ou gestionnaire de l’hôtel
Booking.com
L’extranet Booking.com, rubrique « Commentaires clients », ou l’application Pulse
Tripadvisor
Tripadvisor Management Center, rubrique « Avis »
Expedia et Hotels.com
Expedia Partner Central, rubrique « Avis »
Lumina lit les avis publics et fonctionne donc avec les accès dont votre hôtel dispose déjà sur chaque site.
Pour voir ce que les clients saluent et critiquent le plus dans vos 100 derniers avis Google, essayez gratuitement l’analyse des avis de votre hôtel.
Qui l’utilise
Fonction
Comment ils l’utilisent
Chef de réception
Traite les avis de la nuit avant le briefing du matin.
Directeur général
Lit d’abord les avis négatifs et précise ce qui s’est réellement passé.
Responsable marketing
Garde le même ton sur Google, Booking.com, Tripadvisor et Expedia.
Propriétaire d’un petit hôtel
Répond à une semaine d’avis le temps d’un café.
Combien ça coûte
Chaque réponse coûte 1 crédit, tout comme une autre version, une réécriture selon vos indications ou une traduction. Votre compte gratuit comprend 10 crédits de bienvenue, non renouvelables, soit 10 réponses.
Ensuite, vous achetez des crédits selon vos besoins, et le coût de chaque action s’affiche avant que vous cliquiez. 100 réponses par mois coûtent entre 13 € et 18 €.
Crédits
Prix
Réponses
25
4,50 €, 5 $, 4 £ ou 4 CHF
25
120
18 € ou 20 $
120
350
45 € ou 50 $
350, soit environ 13 centimes la réponse
Les groupes, les chaînes et les agences qui répondent aux avis de nombreux hôtels peuvent nous contacter pour une offre adaptée à leur volume.
Questions
Un hôtel doit-il répondre à tous les avis ?
Répondez à chaque avis négatif ou mitigé, en quelques jours. Répondez aux bons avis quand vous avez quelque chose de précis à dire, et restez bref. C’est ce que montrent les études citées plus haut, et avec Lumina vous ne payez que les réponses rédigées.
Peut-on faire supprimer un avis sur Booking.com ou Tripadvisor ?
Seulement s’il enfreint les règles du site, par exemple s’il décrit un autre hôtel ou contient des insultes. Vous pouvez le signaler depuis l’extranet ou le Management Center. Tant que le site n’a pas tranché, c’est une réponse calme que lira le prochain client.
Les clients verront-ils que la réponse a été rédigée avec l’IA ?
Selon une expérience publiée en 2025 dans Tourism Management, les lecteurs n’ont pas su distinguer les réponses rédigées avec ChatGPT de celles écrites par le personnel de l’hôtel. Ce qu’ils remarquent, c’est une réponse répétée : Lumina part donc des mots de chaque client, et votre équipe relit et signe chaque réponse.
Lumina publie-t-elle les réponses ?
Non. Vous copiez chaque réponse et la publiez vous-même. Lumina ouvre la bonne page sur chaque site : un clic suffit.
Dans quelles langues les réponses sont-elles rédigées ?
Dans la langue du client ou dans la langue habituelle de votre hôtel, selon votre choix, avec le ton que votre hôtel emploie dans cette langue.
Faut-il être partenaire de Booking.com ou de Tripadvisor ?
Non. Lumina lit les avis publics et rédige les réponses ; vous les publiez avec les accès dont votre hôtel dispose déjà.
Puis-je l’utiliser sur mobile ?
Vous pouvez démarrer et créer votre compte sur mobile. Pour rédiger et modifier les réponses, un ordinateur ou une tablette reste plus confortable.
Plusieurs hôtels,un seul outil pour répondre
Pour les groupes et les agences qui répondent pour plusieurs établissements : un ton propre à chaque hôtel, des règles de marque communes au groupe et un tarif adapté à vos volumes.
Google
Tripadvisor
Booking.com
Expedia