Responding to reviews in Japanese only can undermine the trust of future international guests. Rather than striving for perfect English, a prompt, specific, and sincere response is more effective.
The key is to follow the structure: thank → specifics → invite/fix. Avoid blaming the guest or making excessive promises.
Why Is It Necessary to Respond in English?
Reviews are a valuable asset on platforms like GBP and OTAs. Failing to respond or providing irrelevant replies can lead to losing potential direct bookings during comparisons.
Basic Structure
- Thanks
- Specific detail from their stay
- Invite back / explain fix / clarify policy
Template Examples
5★
Thank you for staying with us, [Name]. We’re glad you enjoyed [specific]. We hope to welcome you again.
Mixed
Thank you for your feedback. We’re pleased [positive]. Regarding [issue], we [action]. We hope to improve your next stay.
Complaint
Thank you for letting us know. We’re sorry that [issue] affected your stay. Please contact us at [email] so we can follow up.
Policy misunderstanding
Thank you for your review. Our [policy] is [clear rule]. We’re happy to clarify before your next booking: [link/FAQ].
Don’ts
Avoid blaming guests, responding only in Japanese, making apologies that are factually incorrect, or promising things that cannot be delivered.
Implementation
Draft → Quick review by a team member → Post within SLA (ideally within 48 hours).
Next Steps
If you want to identify weaknesses beyond reviews—such as discovery, trust, and booking—consider using the free HAKO Scan.
Studio HAKO — Japan, ready for the world.