この記事では、ホテル・旅館で海外ゲストの英語口コミに返信するときの基本と、よくあるケース別の返信例を紹介します。
ホテルの英語口コミ返信で大切な基本
英語口コミへの返信では、完璧な英文を目指すよりも、読みやすく、丁寧で、施設の姿勢が伝わる文章にすることが大切です。
- 最初に宿泊と口コミ投稿への感謝を伝える
- 口コミ内の具体的な内容を1つ拾う
- 低評価では短く謝意と改善姿勢を伝える
- 補償や返金を公開返信で約束しない
- 最後は再来館を自然に願う一文で締める
Thank you for staying with us. We are glad to hear that... / We are sorry to hear that... / We will share your feedback with our team. / We hope to welcome you again.
高評価の英語口コミへの返信例
高評価では、感謝と具体的な内容への反応を入れると、定型文っぽさを抑えられます。
例：立地とスタッフを褒められた場合
Great location and very friendly staff. I would definitely stay here again.
Thank you very much for staying with us and for sharing your kind review. We are delighted to hear that you enjoyed our location and staff service. Your comments are a great encouragement to our team. We look forward to welcoming you again on your next visit.
例：朝食を褒められた場合
The breakfast was excellent and the room was clean and comfortable.
Thank you very much for choosing our hotel. We are pleased to hear that you enjoyed our breakfast and found your room clean and comfortable. We will continue to improve our service so that every guest can have a pleasant stay. We hope to welcome you again in the future.
低評価の英語口コミへの返信例
低評価への英語返信では、長い説明を入れすぎると反論に見えることがあります。まず受け止め、改善姿勢を短く伝えるのが安全です。
例：騒音を指摘された場合
The room was nice, but I could hear noise from the hallway at night.
Thank you very much for staying with us and for sharing your feedback. We are sorry to hear that noise from the hallway affected your comfort during the night. We will share your comments with our team and review our nighttime guidance and patrols. We appreciate your valuable feedback.
例：清掃を指摘された場合
The location was good, but the room could have been cleaner.
Thank you for choosing our hotel. We are sorry that the cleanliness of your room did not meet your expectations. We take your comments seriously and will review our cleaning and inspection process with the housekeeping team. Thank you for bringing this to our attention.
低評価口コミへの考え方は、ホテルの低評価口コミへの返信方法でも詳しくまとめています。
ケース別の英語返信例
海外ゲストの口コミでよく出る話題ごとに、短く使いやすい返信例を用意します。
接客へのコメント
The staff were helpful and made our stay very comfortable.
Thank you for your kind words about our staff. We are very happy to hear that our team helped make your stay comfortable. We will share your comments with them, and we hope to have the opportunity to welcome you again.
駅近・立地へのコメント
The hotel is very convenient and close to the station.
Thank you very much for your review. We are glad that our location was convenient for your trip. We hope our hotel can be a comfortable base for your future visits as well.
部屋の広さへの不満
The room was clean, but smaller than expected.
Thank you for staying with us and for sharing your feedback. We are glad to hear that you found the room clean, but we are sorry that the room size did not meet your expectations. We will continue to provide clear room information and improve the overall comfort of our guests.
英語返信で避けたい表現
英語では、短い表現でも強く聞こえることがあります。特に低評価への返信では、次のような言い方を避ける方が安心です。
- "That is not true." のような直接的な否定
- "You should have told us." のように相手の責任に見える表現
- "We cannot confirm your claim." のような反論に見える表現
- "We will refund you." のような公開で補償を約束する表現
- 長すぎる説明や、ホテル側の事情を細かく書きすぎる文章
"We are sorry to hear that..." や "We will share your feedback with our team." のように、受け止める姿勢を先に出すと、公開返信として自然です。
投稿前に確認したいこと
英語返信を投稿する前に、次の点を確認しておくと安心です。
- 固有名詞、部屋番号、宿泊日などの個人情報が入っていないか
- 低評価に対して否定や反論に見える表現がないか
- 返金や補償を約束しているように読めないか
- 日本語を直訳しすぎて、不自然に硬くなっていないか
- 施設の雰囲気に合った温度感になっているか
Demo
英語口コミも、返信案をデモで確認できます。
返信コンシェルジュでは、日本語口コミだけでなく、英語口コミへの返信案も作成し、投稿前に表現を確認できます。