Review Response Rate
Review Response Rate is the percentage of guest reviews on a platform, such as Booking.com, Expedia, Google or Tripadvisor, to which a property has published a public reply within a given period.
It is a core operational metric within ORM (Online Reputation Management) and signals to future guests, and often to platform algorithms, that a property listens to feedback.
Formula
Review Response Rate = (Reviews with a management response / Total reviews received) × 100
Many teams also track response time, the average hours or days between review publication and reply.
Example
A hotel receives 80 reviews in a quarter and replies to 68. Review Response Rate = 68 / 80 × 100 = 85%. If positive reviews are answered within two days and negative ones within 24 hours, the property has both a high rate and a fast response time.
Why it matters
- Guest trust: prospective guests read replies, particularly to negative reviews, when deciding to book, which can support Conversion Rate.
- Platform signals: some channels factor responsiveness into content or quality scores, similar to Content Score, which can influence ranking and visibility.
- Service recovery: timely replies to criticism can limit reputational damage and surface operational issues, supporting Reputation Score and NPS (Net Promoter Score).
- Insight: replying systematically feeds Guest Sentiment Analysis and complements Review Velocity.
Best practice
Respond to positive and negative reviews alike, keep replies personal and factual, avoid sharing private guest data, and escalate recurring complaints to operations. Automated templates scale but should be tailored to avoid sounding generic.
Related
Reputation Score, Review Velocity, ORM (Online Reputation Management).