If you’ve ever stared at a guest review – on TripAdvisor, Airbnb, Google, another OTA, or through your own booking engine – not knowing quite how to reply, you’re not alone. I’ve been there myself. And over the years, I’ve helped plenty of people running a B&B edit their replies to negative guest feedback.

It’s not always easy. A review that feels unfair or overly critical can really knock your confidence. I’ve known B&B owners so upset by a review that they’ve seriously thought about giving up altogether.

Trying to reply in a calm, professional way when you’re feeling emotional can be incredibly hard – especially when you're also juggling guests, laundry, emails and everything else that comes with running a B&B.

Now, I know not everyone is a fan of AI. But using ChatGPT to help you reply to guest reviews isn’t about handing your business over to a robot. Think of it more like working with an editor if you were writing a book. It’s simply a tool that can help you tidy things up, find the right tone, and say what you need to say more clearly.

You’re still the author. You’re in control of the tone, the message, and what gets posted. ChatGPT just helps you get started – especially when time is short and you fill like telling the guest who left the review what you REALLY think of them!

Remember: When you reply to a guest review, you’re not just responding to the person who wrote the review – you’re writing to all of the potential future guests who’ll be reading it to see how you handle feedback.

Why Bother Responding to Reviews?

You might wonder if it’s really worth replying to every review – especially when you’re juggling laundry, check-ins, and trying to remember if you actually ate lunch. But it really does matter.

Guests – and potential guests – do read your responses. I once had a lovely woman book with me not because of the review itself, but because of how I replied to it. It was a slightly negative review, and she said my response showed that I cared and handled things well.

Replying shows you’re present, engaged, and that you take feedback seriously – whether it’s a glowing review or a slightly more “constructive” one. And from a business point of view, sites like TripAdvisor have said that guests are more likely to book with places where the owner responds regularly.

So yes, it’s worth doing – but it doesn’t have to take hours as you struggle to find the right non-emotional words. That’s where ChatGPT can really help.

I’ve written about responding to reviews a few times before (because I do think it’s that important), and I’ve even recorded a podcast on it. You can read more here:

👉 How to Respond to a Negative Review About Your Business

What is ChatGPT?

ChatGPT is a free AI writing assistant you can use online. You give it a prompt – a set of instructions – and it generates a reply for you. Think of it like having a sensible friend who’s really good with words, but available 24/7.

I’m not saying it’ll write the perfect response every time, but it can be a great starting point. You can even write your own draft first and ask ChatGPT to review it – a bit like asking a friend to review and edit your response. In the past, I’ve always recommended getting an honest friend or fellow B&B owner to help check your replies. Now you can add AI to the list.

Why Use ChatGPT for Review Replies?

Here’s why I think ChatGPT can be useful:

• It saves time – great when you're really busy with your B&B and don't have time to be writing and rewriting replies.

• It helps you find the right tone – especially when you're upset or angry about the review.

• It gives you a consistent starting point – so you’re not reinventing the wheel each time.

• It offers neutral, objective suggestions – unlike a friend who might not want to hurt your feelings, or a partner who’s too close to the business, ChatGPT gives you feedback without the emotional baggage.

• It can help improve your own writing – whether you ask it to write the first draft, or review a reply you’ve written yourself.

But always, always edit it

ChatGPT can be a useful tool, but it doesn’t know you or your B&B – at least, not to begin with. It won’t automatically understand the tone you like to use, how you speak to guests, or the little details that make your hosting style unique.

You can also give it an example of one of your past replies and ask it to copy the tone. The more you guide it, the more natural the responses will sound.

And while it usually gives you a decent starting point, it can also get things wrong. It might overdo the flattery (“It was an absolute pleasure to serve you” – not quite my style), or include things the guest never mentioned. Occasionally, it sounds like it’s channelling the activities director from the latest series of White Lotus – full of overly perky resort activity director energy. You have to remind it that you're a reserved English person running a B&B in the UK [ Insert your own personality style, gender and nationality here !], not leading paddleboard meditation sessions in Thailand.

And whatever you do, don’t edit the reply directly in the TripAdvisor (or Google/Airbnb/OTA) review reply box. It’s far too easy to hit ‘Post’ before you’ve properly checked it.

Instead, I recommend:

• Copying the reply into Google Docs, Word or your Notes app first
  Give yourself a bit of breathing space to read it properly before posting.

• Checking it for accuracy – make sure it reflects what the guest actually said

• Tweaking the tone – so it sounds like something you would naturally say

• Adding a personal touch – mention something specific from their stay

• Keeping it short – don’t respond to every single comment. Focus on one or two key points and keep the reply simple and confident

Once you're happy with it, then you can paste it into the review reply section and hit 'Post' 

Keep it short and focused

One of the most common mistakes I see B&B owners make is trying to respond to everything in the review. Before you know it, you’ve written several paragraphs, addressing every point in detail – and instead of coming across as helpful, it can feel defensive or overwhelming to the reader.

You don’t need to answer every comment. Just pick out one or two of the most important points – especially anything future guests might want reassurance on – and keep your reply clear, friendly and to the point.

Short responses often come across as more confident, too. You’re not ignoring the guest, but you’re also not trying to justify every decision or explain your policies in depth.

How to Use ChatGPT to Write or Review a Response

1. Head to chat.openai.com

Create a free account if you don’t already have one.

2. Copy and paste the template below

It’s designed with B&B owners in mind.

3. Fill in the blanks

Give it a brief description of your B&B, your style as a B&B owner and paste in the guest’s review.

4. Let ChatGPT write a draft

It only takes a few seconds. And if you don't like the first response, you can explain to ChatGPT why you don't like it and ask it to rework it.

5. Not quite right? Ask it to change it

You can talk back to ChatGPT. If the tone’s off, or it’s too long, just type:

“Can you make that more relaxed?”
“That’s too formal – can you try again in a warmer tone?”
“Shorten this and focus on the bit about the check-in delay.”

6. Copy the reply into your notes app or Google Docs

Don’t edit it directly in the review box – it’s too easy to post it by accident. Use a separate space to tweak and check it properly.

7. Make it sound like you

Adjust the tone, check the facts, and add personal touches.

8. (Optional) Ask ChatGPT to review your own reply

If you prefer to write your own response, you can still ask ChatGPT:

“Can you review this reply and suggest improvements in tone and clarity?”

ChatGPT Prompt Template

Here’s the template I recommend using. Just paste it into ChatGPT and fill in the bits in square brackets.

Prompt to Copy into ChatGPT:

You are a B&B owner replying to a TripAdvisor review.

B&B Description: [e.g. A relaxed 3-room B&B in the Shropshire hills, popular with walkers. Known for home baking and a warm, informal welcome.]

Owner Style: [e.g. Friendly and professional, with a slightly informal tone. I like my replies to be warm, but not over the top.]

Guest Details (optional): [e.g. Couple from the US, mentioned the lemon drizzle cake.]

Review Type: [Positive / Mixed / Negative]

Tone for Response: [Friendly / Warm but professional / Apologetic / Brief and to the point]

Things to Avoid (if any): [e.g. Don’t mention the garden – they didn’t use it.]

Key points to respond to (optional): [e.g. Thank them for the kind words about the breakfast and address the comment about late check-in.]

Keep the reply short and focused – only respond to the most important points. Write in UK English. Thank the guest, address key feedback, and reflect your commitment to good service. Sign off as [Your Name].

Review to respond to:
“[Paste the guest review here]”

Examples

🌟 Glowing Review from a UK Couple

B&B Description: A coastal B&B in Cornwall with sea views, homemade cake on arrival, and a relaxed, friendly feel.

Owner Style: Friendly and warm, but not overly gushing. I like replies to sound genuine and personal.

Guest Details (optional): UK couple, repeat guests – third visit.

Review Type: Positive

Tone for Response: Warm but professional

Things to Avoid (if any): None

Key points to respond to (optional): Thank them for their continued support and kind words.

Keep the reply short and focused – only respond to the most important points. Write in UK English. Thank the guest, address key feedback, and reflect your commitment to good service. Sign off as Karen.

Review to respond to:
“This was our third visit and we’ll definitely be back again. Everything was perfect as always.”

😕 Mixed Review from American Guests

B&B Description: A small Cotswolds B&B, popular with international visitors. Known for its peaceful setting and homemade breakfasts.

Owner Style: Informal but polite. I like replies to be kind and professional without sounding too formal.

Guest Details (optional): American couple, first-time visitors. Mentioned a delay at check-in.

Review Type: Mixed

Tone for Response: Friendly and apologetic

Things to Avoid (if any): Don’t go into too much detail about the check-in process.

Key points to respond to (optional): Acknowledge and apologise for the check-in delay. Thank them for the positive comments about the room and breakfast.

Keep the reply short and focused – only respond to the most important points. Write in UK English. Thank the guest, address key feedback, and reflect your commitment to good service. Sign off as Karen.

Review to respond to:
“Lovely room and breakfast, but we had to wait for someone to let us in.”

😬 Slightly Awkward Local Guest Review

B&B Description: Rural countryside B&B near a popular wedding venue. Known for peace, quiet, and a relaxed, adult-only environment.

Owner Style: Polite and to-the-point, especially when replying to negative reviews.

Guest Details (optional): Local guest staying overnight after a wedding. Complained about noise from other guests.

Review Type: Negative

Tone for Response: Factual and courteous

Things to Avoid (if any): Don’t name or refer directly to other guests.

Key points to respond to (optional): Acknowledge the noise issue politely and reinforce your usual commitment to a quiet environment.

Keep the reply short and focused – only respond to the most important points. Write in UK English. Thank the guest, address key feedback, and reflect your commitment to good service. Sign off as Karen.

Review to respond to:
“Didn’t get much sleep due to noisy neighbours. Won’t be returning.”

Final Thoughts

Writing review responses can be difficult – even when it's a good problem to have, like thinking of something new to say after yet another gushing review. But it’s especially difficult when the review is negative and you’re feeling upset or angry. I know how tempting it can be to get defensive, or to just ignore it altogether.

But a calm, thoughtful response goes a long way – not just for the guest who left the review, but for all the future guests who’ll be reading it too.

ChatGPT won’t replace your voice, but it can give you a head start. Whether you’re stuck for words, upset, angry or just pressed for time, it’s like having a helpful, unbiased friend who always knows what to say – and won’t judge you if you're feeling a bit fed up.

Want more practical tips like this?
This is the kind of advice I share inside the Bed and Breakfast Academy course – real-world tools to make running your B&B simpler, calmer, and more successful.

👉 Learn more about the B&B training