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Negativehotel
Broken air conditioning
Review Response Template — AC didn’t work during summer
Response template
Spending a summer night without AC is miserable. We’ve since repaired the unit and added preventive maintenance checks for all rooms. We owe you a proper stay — please reach out for a complimentary rebooking.
Why this response works
- Validates the visceral discomfort (“miserable”) — doesn’t minimize the experience
- Shows both immediate fix (repair) and systemic prevention (maintenance checks)
- The language “we owe you” takes full ownership rather than framing it as generosity
Common mistakes when responding to "ac didn’t work during summer"
- ×Suggesting the guest should have reported it during the stay — puts the burden on them
- ×Offering a partial refund instead of a full rebooking — insufficient for a ruined night