How to Answer Customer Questions on Your Hotel’s Google My Business Listing


We get a lot of questions about how to answer questions through Google My Business and if it is something that is really all that important. Here is a step-by-step guide on how to answer any questions you get!

1. Sign in to the Google account that is linked to your hotel’s Google My Business listing.

2. Search for your business on Google Search and navigate to your listing where you will find the “questions and answers” section.

3. Once you find the question you wish to answer, select “answer” to reply.

It is important to check that you are responding from the correct account. Otherwise, it will show up from the wrong profile. If you are signed in to the correct account, you will notice your business name and (owner) right after, as seen below.

4. Once you have answered the question to your liking, click “post”. Note that it may take a
few minutes for your answer to show up. Again, it is important to double-check which
account you are posting from to ensure it is the owner's account prior to posting.

5. It is important to note that keyword stuffing is against Google SEO best practices. While it is
okay to use a keyword in your answer, make sure it is relevant and your answer remains easy
to and natural to read.

Why is my answer not showing up in the Q&A section?

After posting your response and refreshing your answer, if it never shows up on the question, it is likely because your response included content that was not allowed by Google.

Restricted content includes:

• Links to a web page
• Email addresses
• Phone numbers

Can I edit an answer that I provided?

The simple answer is yes. You can edit your answers, however, if your answer is edited it will show “edited” to all users afterward. While it is more important to have accurate information than to worry about an “edited” tag, it is recommended to ensure your answer is 100% accurate the first time.

The same goes for users editing their questions. You want to ensure your answer is clear and thorough enough that if the question is edited, your answer cannot be misconstrued or used differently. For example, using a simple yes or no could easily change context if the question was ever changed. GCommerce recommends repeating words from the question within your answer, for example:

Question: Does Your Hotel Offer Parking?

Answer: Yes, The Durham Hotel in Durham, NC offers free parking with every stay.

What if there is an inappropriate question or an incorrect answer?

If there is a question or answer that is inappropriate, off-topic, fake or violates any other of Google’s terms, you can report it and request to have it removed. The process is the same whether you are trying to report a question or an answer.

1. Find the question/answer you wish to report and select the three dots to open the menu.
2. Click “report.”
3. Select the reason for reporting.

If you have any further questions, please feel free to reach out to your dedicated Account Manager or contact GCommerce for more information.