Get started with Google My Business for hotels

Engage with customers

Known issue: You can't update hotel attributes through the spreadsheet upload. To update hotel attributes, use the API and dashboard. Learn more about My Business Lodging API.
 This is step 2 of Google My Business setup for hotels.

Engage with your customers to build customer loyalty and brand recognition. To start building a stronger relationship with your customers, try the following:

  • Reply to customer reviews.
  • Add photos and videos to showcase your services to customers.
  • Answer questions about your hotel through a Q&A.
  • Chat directly with your customers.
    Note: This feature is only available in select countries.

Guidelines to engage with customers

While it’s important to build a relationship with your customers, keep the following guidelines in mind to ensure that you and your customers have the best experience possible.

Report inappropriate reviews

For prohibited and restricted content, review the policy guidelines. If the review in question is in violation with the policy guidelines, follow these steps to flag the review for removal.

Remove outdated photos

If you notice old, inappropriate, or unrelated photos of your hotel that have been posted by other users, flag them for removal.

Add a site manager

Add a site manager to your hotel’s listing(s) to manage the day-to-day engagement with customers. A site manager can respond to reviews, create and publish photos, download insights, and more. Keep in mind the different manager roles, and choose the one that’s best for your hotel.

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