Booking sites collect reviews automatically after every stay. Google doesn't. Guests have to choose to leave one, and most won't unless you ask.
That matters, because Google reviews affect where you show up on Google Maps and whether a guest trusts you enough to book directly. Here's how to get more of them, the right way.
Why Google reviews matter so much
When a guest searches 'resort near' a place, Google Maps shows a handful of properties with their star ratings and review counts. Guests compare those at a glance. Google also considers reviews when deciding which places to show.
Reviews also do something booking-site reviews can't: they sit right next to your own website link and phone number. A guest who sees a good rating and recent, detailed reviews on your Google listing is far more likely to book with you directly.
Seven honest ways to get more reviews
- Make a short review link. In your Google Business Profile, find the option to ask for reviews and copy the link. It opens the review box directly. Save it on your phone and your reception computer.
- Ask at the right moment. The best time is when a guest is clearly happy: at checkout, after a good meal, or when they thank you. Ask in person first: 'If you enjoyed your stay, a Google review would really help a small place like ours.'
- Follow up on WhatsApp. Send a thank-you message the day after checkout with the review link. Keep it short and personal.
- Put a QR code where guests notice it. At reception, on the room's info card, or on the bill folder. A small card that says 'Enjoyed your stay? Tell others on Google' works.
- Train your team. Staff at reception and in the restaurant often hear the compliments. Make sure they know how and when to ask, politely and without pressure.
- Ask every guest, not just the happy ones. Google doesn't allow 'review gating': asking only guests you think will be positive, or sending unhappy guests to a private form instead. Ask everyone the same way.
- Make it easy for older guests. Some guests aren't sure how to review. Offer to show them where to tap. Never write the review for them or post it from their phone yourself.
What not to do
Google's rules on reviews are strict, and they're enforced. Breaking them can get reviews removed, and your listing restricted or suspended.
- Don't offer a discount, free dessert, room upgrade or anything else in exchange for a review, even for an 'honest' one.
- Don't buy reviews, or swap reviews with other businesses.
- Don't ask staff, family or friends who haven't stayed to review you.
- Don't set review targets for staff, or ask guests to name a particular staff member in their review.
- Don't post reviews from guests' phones or your own accounts.
How to reply to good reviews
Thank the guest by name, mention something specific from their review, and invite them back. Keep it short and warm, and avoid copying the same reply every time.
For example: 'Thank you, Priya! So glad the kids loved the pool and you enjoyed the dal baati. Hope to see you all again in the winter.'
How to reply to bad reviews
Every place gets them. Handled well, a calm reply to a bad review can build more trust than a perfect rating.
- Wait until you're calm. Don't reply angrily or argue about details.
- Thank them for staying and for the feedback.
- Apologise for how they felt, without making excuses.
- Say what you've done or changed, if anything.
- Offer to talk directly, with a phone number or email.
If a review is fake, abusive or from someone who never stayed, you can report it to Google. Google decides whether it breaks their rules. Reply calmly in the meantime.
Make it a habit
A handful of new reviews every month, with a reply to each one, does more than a burst of reviews followed by silence. Guests notice when the latest review is from last year.
Reviews are part of the monthly work we do for our clients: setting up the review link and QR cards, writing the WhatsApp follow-up, and replying to every review within a few days.
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