Dirty bathroom
Review Response Template — Bathroom wasn’t cleaned properly
Finding an unclean bathroom is unacceptable. We’ve retrained our housekeeping team and added a second inspection step. We’d like to invite you back with a complimentary night to prove this isn’t our standard.
When to use this template
Use this when a guest reports poor cleanliness in a bathroom, room, or high-contact area. Cleanliness complaints affect booking confidence, so the reply needs direct ownership and a visible process fix.
Variations to customize
Short version
You should never check into a room that feels unclean. We are sorry and have escalated this with housekeeping and inspection leads so it is corrected immediately.
More empathetic version
I understand how uncomfortable it is to find a bathroom that does not feel properly cleaned. That breaks trust at the start of a stay, and I am sorry. We are reviewing the inspection record and want to address this directly.
Why this response works
- No hedging — “unacceptable” matches the severity of the complaint
- Two concrete actions (retraining + second inspection) show systemic improvement
- A complimentary night is proportionate to the level of disgust a dirty bathroom creates
Common mistakes when responding to "bathroom wasn’t cleaned properly"
- ×Making excuses (“we had a busy weekend”) — cleanliness has no valid excuse
- ×Offering a discount on the current stay instead of a future free stay — feels transactional
- ×Describing the complaint as a perception rather than a cleanliness failure.
- ×Mentioning staff shortages as a reason for poor cleaning.
- ×Asking the guest to prove the issue publicly with photos.
Adapt this template to your business
Use AI to personalize the tone, then save your Brand Voice for future replies.