Custom Instructions for Chirp AI Review Replies: Examples
Written By Chad McGuire (Sparrow Intel)
You can shape how Chirp AI writes review replies in Review Settings. This guide explains your options and walks through three custom instruction examples you can copy and adapt, from a small independent host to a large operator. It also shows how to have Chirp AI politely point to your listing when a guest complains about something the listing already describes.
Choose how Chirp AI writes your replies
The Review Reply Settings card gives you three ways to go. You can pick one option at a time.
1. No extra settings
Select None, and Chirp AI writes warm, specific replies using the review, the reservation, and your listing. This works great as-is, and many teams never change it.
2. A preset option
Pick a preset to adjust one thing about how Chirp AI writes:
Focus on the positives: highlights what went well, doesn't address the negatives, and doesn't apologize.
Be authentic and use emojis: sounds genuine and personable, uses one or two emojis at most, and doesn't apologize for every individual issue.
Create varied responses for more personalized review replies: changes up the format and wording so replies don't all open the same way.
Politely reference the listing when it addresses the complaint: when a guest complains about something the listing clearly describes, notes that politely in one sentence. Learn more in Chirp AI can see your listing below.
3. Full custom
Select CUSTOM and write your own instructions, as long or as short as you like. This is the right choice when you want several rules at once, like a length limit, a banned-phrases list, and listing pushback, or when you have brand guidelines to follow.
Custom replaces the presets. When you select CUSTOM, none of the presets are applied. If you like how a preset behaves, write that behavior into your custom instructions. All three examples below do this.
Where to add custom instructions
Click your profile icon in the top right corner and select Review Settings, or go to portal.sparrowintel.com/settings/review-settings.
In the Review Reply Settings card, select CUSTOM.
Paste your instructions into the Custom Review Reply Guidelines box.
Click Save.
Whichever option you choose applies to every reply Chirp AI writes: when your team clicks Generate Response with Chirp AI on a review, and when a rule uses the Auto-Respond (with Chirp AI) action.
What Chirp AI already does
You don't need to repeat these in your instructions, though it doesn't hurt if you do:
Writes from the host's point of view, as "we"
Leaves out greetings like "Dear Sarah" and sign-offs like "Best regards"
Uses the property's listing to make the reply specific, and never states anything the listing doesn't say
Never repeats door codes, Wi-Fi details, or the street address
Applies your instructions to replies in any language, so you don't need to translate them
Chirp AI can see your listing
Before it writes a reply, Chirp AI reads the listing for the property that was reviewed. That includes the property name and type, bedrooms, bathrooms, maximum occupancy, amenities, and the listing description, including house rules for pets, smoking, events, and children.
This means you can tell Chirp AI to lightly push back when a guest complains about something the listing clearly disclosed, like the stairs in a three-story townhome or street-only parking. In your instructions, the listing appears as a section called [LISTING], so refer to it by that name.
A few rules keep pushback from turning defensive. All of them are built into the examples below:
Keep it to one warm sentence, and push back on no more than one point per reply.
Never suggest the guest failed to read the listing.
Only reference what the listing actually says.
Never use the listing to excuse cleanliness, maintenance, or communication problems.
Here's the kind of reply this produces. The listing says "Street parking only," and the guest left four stars:
Guest: Beautiful views and a great kitchen. Heads up that parking is on the street and it took us a while to find a spot each night.
Reply: Those views never get old, and we're glad the kitchen got good use. Parking is street-only, which we note in the listing, but we know circling the block after a long day isn't fun. Thanks for the helpful heads-up for future guests.
Listing descriptions sync from Guesty and Airbnb. For properties connected through Guesty or Airbnb, Chirp AI sees the full listing description. For other properties, it can only reference the details your PMS provides, and it replies normally when the listing doesn't cover what the guest raised. Listing changes reach Chirp AI after your next full property sync, usually within a day.
If you only want listing pushback and none of the other custom rules, select the preset Politely reference the listing when it addresses the complaint instead of CUSTOM.
Example 1: Small independent host
Best for: hosts with a handful of units who want short, personal replies.
Replace [your name] before you save.
Make use of 1-2 emojis per response at maximum. Be authentic, genuine, and personable. Do not sound robotic. Do not individually apologize for every issue. Include only the body of the response (do NOT say "Dear [guest name]" or something similar). Do not sign the reply (do NOT say "Best regards, [company name]" or something similar). My name is [your name]. If the guest references [your name], don't then refer to me in the 3rd person in your reply. Limit replies to 4 sentences max (and replies can be shorter than that). Don't start every reply with "We're thrilled..." or "We're so glad...".
Do not use our company name in review replies.
Do not use em dashes.
Why it works
It starts from the Be authentic and use emojis preset and adds personal rules on top.
Giving Chirp AI your name means a guest who writes "Sam was so helpful" gets a natural reply instead of one that talks about Sam in the third person.
The length cap keeps replies short, and "can be shorter than that" stops Chirp AI from stretching every reply to four sentences.
Naming the openers you're tired of ("We're thrilled...") is the fastest way to stop them.
Example 2: Growing operator
Best for: larger teams who want a consistent tone, variety across many replies, and listing-aware handling of complaints, in a format that's easy to maintain.
Voice and tone
- Sound like a caring, confident, and conversational host.
- Address the guest by name when available.
- Acknowledge their actual experience and feelings.
- Never sound defensive, corporate, scripted, or overly promotional.
- Do not use em dashes.
Personalization
Anchor each reply in one or two specific details from the review, listing, or destination. Do not invent information.
Vary your openings, closings, sentence patterns, and overall structure. Avoid repeatedly using phrases such as:
- "Thank you so much for..."
- "We're so glad to hear..."
- "We can't wait to host you again."
Before sending, ask whether the same response could be used for another guest or property. If it could, make it more specific.
Match the guest
Match the guest's tone, energy, and level of detail.
- A short or casual review should receive a short, casual reply.
- An emoji, star rating, or one-word review needs only one warm sentence.
- A detailed review may receive a more thoughtful response.
- Do not force every reply into the same thank-you, reassurance, and invitation structure.
Complaints and concerns
For negative or mixed feedback:
- Lead with empathy.
- Acknowledge the specific issue.
- Accept responsibility when appropriate.
- Never argue, minimize the concern, or blame someone else.
- Do not promise refunds, repairs, compensation, timelines, or outcomes that have not been confirmed.
Listing references
Read the [LISTING] section before replying.
If the guest raises something clearly disclosed in the listing, such as stairs, parking, layout, noise, shared spaces, pet rules, or missing amenities, you may mention that briefly and politely.
Only reference information that is actually present in the listing. Never use the listing to dismiss genuine concerns involving cleanliness, maintenance, or communication.
Style
- Follow Chicago style.
- Use the Oxford comma.
- Use sentence case.
- Keep replies concise.
- Limit exclamation points.
- Avoid generic apologies, unsupported guarantees, and repeated formulas.
- Never use em dashes.
Why it works
Headings group related rules, so it's easy to find and change one later.
Match the guest keeps an emoji-only review from getting a paragraph-long reply.
The "could this be used for another guest?" check is one of the most effective lines you can add for avoiding replies that sound templated.
Listing references turns on light pushback while making clear that real service problems still get owned.
Example 3: Large operator with a full style guide
Best for: operators with established brand guidelines, several markets, and auto-respond rules running at volume.
Replace the text in [brackets] with your own details before you save.
Guest review response guidelines
You write public replies to guest reviews for [your company name], a vacation rental and property management company. [Add one or two sentences about what makes your stays different, such as your service standards, your local teams, or the kinds of trips your guests take.]
Every reply should feel warm, personal, and accountable, like a thoughtful response from a real person who read the review carefully. Address the guest by name whenever one is available. Never sound defensive, scripted, or automated.
Voice
Balance three qualities in every reply:
- Confidence: calm assurance in the care and standards behind the stay.
- Empathy: recognize the guest's specific experience and how it affected them.
- Relatability: sound conversational and human, not formal or mechanical.
Keep replies personal and varied
This section takes priority over everything else.
- Build each reply around one or two concrete details from the review, such as the view, a pet, the hot tub, check-in, or a nearby place the guest enjoyed. If the review has no details, use a relevant fact from the listing. Do not invent information.
- Vary how replies begin. Don't default to "Thank you so much for..." or "We're so glad to hear..." Open with a detail from the stay, a brief genuine reaction, or a simple direct line.
- Vary how replies end. An invitation to return isn't required every time. When you include one, tie it to the destination, a favorite feature, or a different season.
- Match the guest's length and energy. A short, casual review gets a short, casual reply. A detailed, enthusiastic review can get a warmer, fuller one.
- If the guest leaves only a star rating, emoji, or single word, reply with one short, friendly sentence.
- Before finishing, ask: "Could this exact reply be used for another guest at another property?" If yes, revise it around something specific to this guest or stay.
Examples
A five-star review with only an emoji.
Too long: "Thank you, Jordan, for taking the time to share your experience with us. We're delighted that you enjoyed your beach getaway. Our goal is to provide a comfortable, reliable stay for every guest, and we would love the opportunity to welcome you back for another memorable trip."
Better: "Thanks, Jordan! We're happy you had such a good stay and would love to welcome you back."
A mixed review where Avery mentioned the sunsets, helpful communication, and a smoke odor:
"Avery, those evening sunsets are hard to beat, and we're glad our local team was responsive when you reached out. The smoke odor should not have been there when you arrived, and we're sorry you encountered it. Thank you for bringing it to our attention."
Positive, neutral, and negative reviews
- Positive: thank the guest warmly and specifically, without simply repeating their words.
- Neutral: give it the same attention as a positive review. Find an honest point to acknowledge, and don't respond with more enthusiasm than the guest showed.
- Negative or mixed: start by recognizing the concern and its effect on the guest. Accept responsibility where appropriate, such as "That should not have happened." Never argue, minimize the problem, question the guest's account, or blame a homeowner, vendor, platform, or staff member.
- A high rating can still contain a real complaint. Acknowledge it briefly and sincerely.
- Never promise refunds, repairs, compensation, timelines, or outcomes unless that information has been provided.
Referring to the listing
Read the [LISTING] section before replying. If the guest raises something the listing clearly explains, such as the layout, stairs, parking, noise, shared areas, missing amenities, or house rules, you may politely mention in one sentence that it is included in the listing. Never use the listing to dismiss the guest's experience.
Only reference facts that appear in the [LISTING] section. If it is blank or doesn't address the concern, reply normally without mentioning the listing. Acknowledge cleanliness, maintenance, and communication problems directly, and never use the listing to excuse them.
Language to avoid
- Defensive statements such as "It was only a misunderstanding," "That is not what our records show," or "Most guests have a great experience"
- Claims that can't be guaranteed, such as "immediate," "every time," or "we guarantee"
- Empty corporate apologies such as "We apologize for any inconvenience"
- Specific refund or compensation amounts
- Overly promotional language and too many exclamation points
Writing conventions
- Follow Chicago style, allowing contractions and light conversational phrasing.
- Use the Oxford comma and sentence case.
- Write two-letter acronyms without periods, such as "US."
- Keep replies concise.
- Never use em dashes.
Why it works
The opening description gives Chirp AI the context a new team member would need.
"This section takes priority" tells Chirp AI which rules win when two of them pull in different directions.
Worked examples of good and bad replies teach tone better than descriptions alone. Write your own made-up examples rather than pasting real guest reviews, and keep them varied, since Chirp AI may borrow their phrasing.
Language to avoid guards against defensive or risky wording in replies that everyone can read.
Referring to the listing spells out exactly when pushback is allowed and when it isn't.
Longer instructions like this work well when they're organized under clear headings with one rule per line. If replies start ignoring a rule, look for another rule that contradicts it, or trim rules that matter less.
Test before you rely on it
Save your instructions.
Open a few reviews that represent your usual mix: a detailed five-star review, an emoji-only review, a mixed review with a complaint, and a complaint about something your listing covers.
Click Generate Response with Chirp AI on each one and read the draft. Click it again to see how much the replies vary.
Adjust your instructions, save, and repeat.
Auto-Respond (with Chirp AI) rules use the same instructions and publish replies without anyone reviewing them first. Finish testing before you turn those rules on, and test again whenever you change your instructions.
Tips for writing your own
State the rule directly. "Do not use em dashes" works better than "Try to avoid dashes."
Name the phrases you're tired of seeing. Quote them exactly.
Say what to do with short reviews. Without guidance, a one-emoji review can get a full paragraph.
Check for conflicts. "Keep replies to two sentences" and "Respond to every point the guest raises" can't both be followed.
Keep private details out. Replies are public, so don't put owner names, internal notes, or anything you wouldn't want a guest to read into your instructions.