Respond to reviews publicly
Replies aren't for the reviewer - they're for the hundred travelers who read the exchange afterward.
Mechanics
- Reviews → Reply publicly; the reply appears under the review on your listing
- Responding is a role capability: owners and managers by default - front desk can read reviews but not reply
- Spam or abuse? Use Report and FTNSS moderation takes it from there
The shape of a good reply
- 1Thank them, specifically.
- 2If something went wrong: own it, say what changed.
- 3One sentence, warm, no defensiveness. Done.