# Google Reviews for Hotels and Serviced Apartments: Replying in the Guest's Language in Umrah and Tourist Seasons Canonical: [Google Reviews for Hotels and Serviced Apartments: Replying in the Guest's Language in Umrah and Tourist Seasons](https://smtak.com/en/blog/hotels-and-serviced-apartments-google-reviews-saudi) Locale: en Purpose: How a hotel or apartment operator answers Google Maps reviews in the guest language, and complaints on cleanliness, air-conditioning and check-in, with samples. Content updated: 2026-10-20 Source revision: sha256-46eba3c0237dbdcc Maintenance owner: SMTAK team, support@smtak.com [Topic map](https://smtak.com/llm/topics/industries.md) ยท [Complete scoped map](https://smtak.com/sitemap.md) Published: 2026-09-16. A hotel or serviced-apartment operator answers a Google Maps review in the guest's own language, apologises for the note as written without arguing about the guest's description of the room, says what was actually done, and moves the details to a private channel. In seasons, arrange who approves replies before the rush starts, and do not let negative reviews pile up until the end of the season. In Makkah and Madinah a hotel receives pilgrims and visitors from many countries, and in Riyadh and Jeddah guests of events and exhibitions. Many read Google Maps reviews before booking, and many write their review in their own language. For the general steps and samples read [replying to Google Maps reviews](https://smtak.com/en/blog/replying-to-google-maps-comments-saudi-dialect.md). ## Replying in the guest's language A guest who wrote in English, Urdu, Turkish or Indonesian understands a reply in their language, and a reader from their country sees that the hotel cares about guests like them. An Arabic reply to a review written in another language may never reach its writer. If you do not command the review's language, ask someone who does or use a translation tool, and review the reply before publishing, since a translation mistake can change the meaning. ## What guests usually write - Cleanliness, bedding and bathrooms. - Air-conditioning, hot water and internet. - Check-in and check-out: waiting at reception and delay in preparing the room. - Closeness to the Haram or the event venue, and how accurate the location description is. - Lifts, parking and transfer service if any. - Noise, breakfast, and what is paid on top of the price. ## Ready replies by complaint Samples we wrote for you to adapt, not replies to real guests. Do not mention the room number or the guest's full name in a public reply; Google advises never sharing the reviewer's private information. ### Cleanliness and air-conditioning Apologise for the note as it is, and say what you did if you did something: servicing the unit, or reviewing cleaning procedures. Do not argue with the guest about their description of the room. > We are sorry about the air-conditioning problem in your room, and your note has reached our maintenance department. We hope your next stay is better. ### Waiting at check-in > We are sorry for the wait at reception when you arrived. Your note has reached the hotel manager, and we are reviewing room preparation before arrival times. ### Accuracy of the location description If your page's description of closeness to the Haram or the venue is not accurate, correct it in your profile, and thank the guest for pointing it out. > Thank you for pointing this out. We have reviewed the location description in our profile to make it clearer for guests, and we apologise for the confusion. ### In English > Thank you for your feedback. We are sorry the air-conditioning did not meet your expectations; it has been passed to our maintenance team. We hope to welcome you again. ### Praise > We are glad your stay was comfortable, and thank you for choosing our hotel. We look forward to serving you again. ## When to escalate - A review mentioning theft, injury or a privacy problem: tell management at once and publish no reply before checking. - A review containing another guest's data or photos of people without their consent: you can report it, since Google's policy prohibits posting a person's personal information without consent. - A review from a former employee or a competitor: a conflict of interest the policy prohibits, and it can be reported. ## What to show on a hotel or apartments profile - The most precise category. Google says hotels can show category ratings and include the amenities they offer. - Room photos: Google recommends at least three of the most popular rooms, and at least one photo of each shared area such as a gym or breakfast room, plus the exterior, interior and team. - Attributes: Wi-Fi, parking and a wheelchair-accessible entrance. - Do not force opening hours: Google notes that some businesses, including accommodation such as hotels, do not list hours. - Your profile may sometimes show reviews from trusted non-Google sources such as travel sites, according to Google. Your replies concern Google reviews. ## The season multiplies the volume In Ramadan and holidays the number of reviews rises, and replying by hand is hard under operating pressure. Arrange now who approves replies in season, and who handles critical reviews. ## Ask at departure A QR code at reception or in the departure message, for every guest in the same way, created in the [Google review link and QR tool](https://smtak.com/en/tools/google-review-link.md). The receptionist does not press the guest to write while at the desk, since Google's policy prohibits that. And no discount on the next stay for a review: that is an incentive Google prohibits. For serviced apartments the link can be sent in a message after departure, in the same words to every guest. ## Common mistakes - Replying in Arabic to a review a guest wrote in another language. - Mentioning the room number or the guest's name in the reply. - Compensating a guest publicly in the reply. - Letting negative reviews pile up at the peak of the season. ## How SMTAK helps hotels - SMTAK writes the reply in the guest's language automatically, with a short Arabic description of the reply's content that your team reads before approving. - It translates a review written in another language into Arabic on request, so the branch manager understands it. - It gathers the reviews of all your branches or buildings in one dashboard, with a per-branch report of average, reply rate and recurring topics such as cleanliness and booking. - Replies to low ratings wait for your approval, and no automatic reply is published on a sensitive review. For a wider library of replies open the [ready-made reply templates](https://smtak.com/en/tools/review-reply-templates.md). ## Frequently asked questions ### Should I reply in Arabic to a review written in English? It is better to reply in the guest's language, so they and readers from their country understand. SMTAK writes the reply in the review's language automatically with an Arabic description for your team. ### Should I offer a discount on the next stay in return for a review? No. Google's policies prohibit anything in return for a review. You can compensate a guest for a real problem without tying it to a review. ### How do I handle the volume of reviews in season? Decide in advance who approves replies, answer negative ones first, and use a tool that prepares drafts so reviews do not pile up until the end of the season. ### Should I mention the room number in a reply to a guest? No. Do not share a guest's private information in a public reply; invite them to contact you privately. ### Should I set opening hours for a hotel on Google Maps? Google notes that some businesses do not list hours, including accommodation such as hotels. ## Related articles - [Managing Reviews for Multi-Branch Chains on Google Maps: From Profiles to Monthly Reports](https://smtak.com/en/blog/multi-branch-google-maps-seo-saudi-arabia.md): How a chain runs its branches on Google Maps: a profile per branch, one name and category, a review link per branch, and a monthly branch report. - [Google Reviews for Gyms and Fitness Clubs: Answering Crowding and Membership Complaints](https://smtak.com/en/blog/gyms-and-fitness-centers-google-reviews-management.md): How a gym answers Google Maps complaints about crowding, equipment, cleanliness and cancellations, when to take the conversation private, with ready replies. - [Reviews for Car Washes and Auto-Care Centres: Answering Scratch and Delay Complaints](https://smtak.com/en/blog/car-wash-and-auto-care-google-reviews-saudi.md): How a car wash or detailing centre answers a scratch or delay complaint on Google Maps without accusing the customer or admitting the unproven, with samples. - [Google Reviews for Fashion and Abaya Stores: Sizes, Exchanges and Service](https://smtak.com/en/blog/fashion-boutiques-google-maps-reputation-saudi.md): How a fashion or abaya store answers notes on sizes, exchanges, tailoring and staff service on Google Maps, with ready replies and how to ask for reviews.