Stay Professional & Polite – Thank the cutomer for their feedback and respond in a friendly tone.  Future bookers will look to how you have dealt with the criticism as a view on what it will be like to stay at your holiday home

Acknowledge the issue – Be detailed, specific and honest.  If you feel it is appropriate, share a brief explanation about what happened.

Highlight Any Actions Taken – If you’ve made improvements based on feedback, mention them. Future customers will see you have taken steps to improve the business for future customers and that you care about their experiences.

End on a Positive Note – Invite them (and future customers to return for an even better experince.