Every Google, Booking.com, Tripadvisor and Expedia review answered in your hotel’s voice. Your first 10 replies are free.
Latest replies written for hotels
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.
Response from the owner
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
Response from the 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.
Response from the owner
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 -
Property response
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.
Response from the property
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
Response from the property
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+
Response from the 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!
Response from the 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
Property response
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.
Response from the property
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.
Response from the owner
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.
Response from the owner
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
The next guest reads your replybefore they book
89%
of Tripadvisor users say a thoughtful reply to a negative review improves their impression of the business.
Every guest gets an answerthat sounds like your hotel
Guests can tell when a hotel answers everyone with the same paragraph, and half of consumers hold it against a business. Lumina starts from what this guest wrote and from the replies your team has already published.
A review is a conversation the next guest overhears. Your reply shows them how the hotel listens, and it is the part of the page you write yourself. Lumina writes each reply; your team reads it, changes what it wants and posts it.
How it works
Type your hotel’s name and city, or paste its website. Lumina finds it on Google.
Lumina reads the last 60 days of reviews on Google, Booking.com, Tripadvisor and Expedia and shows the ones still waiting for a reply.
It answers one of them in your hotel’s voice, so you can judge the result before you sign up.
Create your free account to keep it. It comes with 10 credits, which is 10 replies.
Edit any reply, ask for another version, or add what happened during the stay and let Lumina rewrite it.
Copy the reply and post it on the site where the guest wrote.
Google
Booking.com
Tripadvisor
Expedia
Your hotel’s voice
Lumina learns how your hotel replies from the replies it has already published: how it greets, how long it writes, how it signs. You can read what it learned and correct it.
Here is the same review answered twice. The first reply could come from any hotel in the world. The second could only come from yours.
“Lovely staff, but our room faced the car park and the walls were thin. Not what we expected for the price.”
A generic AI reply
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.
The reply Lumina wrote
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
The review and both replies are an example written for The Riverside Grand, a sample hotel.
It replies in the guest’s language or in the language your hotel usually uses, as you choose, and it keeps the tone your hotel has in that language. Booking.com publishes replies only in the review’s language or in English.
What makes a reply work
Researchers have studied hundreds of thousands of hotel reviews and the replies under them. Six findings hold up.
Keep thanks for good reviews short. The same study found that replies to positive reviews helped less, and hurt when they turned praise into promotion.
Explain what happened when the problem was the service, and show empathy when it was a person. That is what an Information Systems Research study found works.
Reply within days. 81% of consumers expect a reply within a week, and 32% by the next day, according to BrightLocal.
The examples on this page follow these rules.
Replies by type of review
Most reviews fall into a few kinds, and each kind asks for a different reply. These are the ones hotels ask about most, with a reply Lumina would write for The Riverside Grand.
A 1 star review with no text
Reply anyway, briefly and without guessing what went wrong. Ask the guest to write to a named person, so the conversation moves somewhere you can help.
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.
A 3 star review with no comment
A 3 is a guest who could have been happier. Thank them, name one thing you are proud of, and invite them to tell you what would have made it a 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
A 5 star review
Keep it short and specific, and resist turning the guest’s praise into an advert. Name the person or the detail they loved.
Thank you, Clara. Luca was very proud to hear his espresso martini made your anniversary. Beatrice, Front Office Manager
A review that is unfair or wrong
The reply is for the next guest, who reads both sides. State the fact once, calmly, and leave the argument out.
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.
Noise at night
Say where the noise came from and what the guest can ask for next time. A quiet room on request is a promise you can keep.
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.
A room that was not clean
Apologise plainly. Say what you checked and changed, because this is the review future guests read most closely.
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.
A guest who never arrived
Some sites let a booking that was not used leave a review. Reply with the facts, then ask the site to check the review from your extranet or partner area.
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.
Where you post each reply
Lumina writes; your team posts. Next to each reply, one button copies it and opens the page where you answer.
Site
Where your team replies
Google
Google Business Profile, from Search or Maps, signed in as the hotel’s owner or manager
Booking.com
The Booking.com extranet, under Guest reviews, or the Pulse app
Tripadvisor
Tripadvisor Management Center, under Reviews
Expedia and Hotels.com
Expedia Partner Central, under Reviews
Lumina reads public reviews, so it works with the access your hotel already has on each site.
To see what guests praise and criticise most across your last 100 Google reviews, try the free hotel review analysis.
Who uses it
Role
What they do with it
Front office manager
Clears the night’s reviews before the morning briefing.
General manager
Reads the negative ones first and adds what really happened.
Marketing manager
Keeps one voice across Google, Booking.com, Tripadvisor and Expedia.
Owner of a small hotel
Answers a week of reviews in the time it takes to drink a coffee.
What it costs
Each reply costs 1 credit, and so does another version, a rewrite with your note or a translation. Your free account comes with 10 credits, once, which is 10 replies.
After that you buy credits when you need them, and you see the cost of each action before you click. 100 replies a month cost between €13 and €18.
Credits
Price
Replies
25
€4.50, $5, £4 or CHF 4
25
120
€18 or $20
120
350
€45 or $50
350, about 13 cents each
Groups, chains and agencies that answer reviews for many hotels can talk to us about a plan built around their volume.
Questions
Should a hotel reply to every review?
Reply to every negative and mixed review, within days. Reply to good reviews when you have something specific to say, and keep it short. That is what the research above supports, and with Lumina you pay only for the replies you write.
Can I get a review removed from Booking.com or Tripadvisor?
Only when it breaks the site’s rules, for example when it describes another hotel or contains abuse. You can report it from the extranet or the Management Center. Until the site decides, a calm reply is what the next guest reads.
Will guests notice the reply was written with AI?
In a 2025 Tourism Management experiment, readers could not tell replies written with ChatGPT from replies written by hotel staff. What they notice is the same reply twice, so Lumina writes from this guest’s words, and your team reads and signs every reply.
Does Lumina post the replies?
No. You copy each reply and post it yourself. Lumina opens the right page on each site so it takes one click.
Which languages does it write in?
It writes in the guest’s language or in your hotel’s usual language, as you choose, with the tone your hotel uses in that language.
Do I need to be a Booking.com or Tripadvisor partner?
No. Lumina reads public reviews and writes the replies; you post them with the access your hotel already has.
Can I use it on a phone?
You can start on a phone and create your account there. Writing and editing replies works best on a computer or a tablet.
Many hotels,one place to answer
For groups and agencies that reply for several properties: a voice for each hotel, brand rules for the group and a price that follows your volume.
Google
Tripadvisor
Booking.com
Expedia